Lucknow: The ongoing operational crisis at IndiGo airlines has escalated into physical altercations among passengers, highlighting the extreme frustration and unrest caused by the unprecedented wave of flight cancellations and delays over the past five days. On Saturday, a violent scuffle broke out at Lucknow airport between two passengers amid growing tensions over disrupted travel schedules. The incident, captured on video and shared by news agency PTI, shows the two men exchanging blows while security personnel attempted to intervene and calm the situation. The video, which is approximately a minute long and shared without audio, also depicts the two individuals arguing with airport staff while security tried to maintain order.

The conflict at Lucknow airport is just one example of the chaos that has enveloped airports across India since IndiGo, the nation’s largest airline, began experiencing massive operational disruptions. More than 500 flights were reported cancelled on Saturday alone, leaving thousands of passengers stranded, inconvenienced, and angry. Among major cities, Bengaluru was the worst hit, with 124 cancellations, underscoring the scale of the disruption and its impact on connectivity nationwide.

Passengers have expressed their frustration both at airports and on social media, highlighting the challenges of navigating delays, cancellations, and the sudden unavailability of flights. Videos circulating online have shown distressed passengers confronting airline staff in various ways. One widely shared clip from Indira Gandhi International Airport in Delhishows a male passenger visibly upset at the IndiGo help desk, desperately seeking assistance. In his appeal, he is heard asking for sanitary pads for his daughter, illustrating the personal hardships faced by travelers during this period of operational turmoil.

Another viral video depicts a foreign woman, reportedly of African origin, physically climbing onto the IndiGo counter after her flight was abruptly cancelled. Visibly distraught, she demanded answers from the airline staff. When she received no satisfactory response, she lost her temper, shouting and venting her frustration over the airline’s mismanagement. The footage quickly went viral, reflecting the widespread distress among passengers and the heightened tension at major airports.

The incidents at Lucknow, Delhi, and other airports come amid a five-day-long operational crisis at IndiGo, triggered primarily by challenges in implementing the revised Flight Duty Time Limitations (FDTL) scheme. The Directorate General of Civil Aviation (DGCA) has held the airline responsible for lapses in planning, oversight, and resource management, issuing a show-cause notice to CEO Pieter Elbers and directing a response within 24 hours. Civil aviation authorities have emphasised the airline’s failure to ensure timely arrangements for reliable operations, pointing to systemic issues that have exacerbated cancellations, delays, and passenger hardship.

The Ministry of Civil Aviation has intervened to mitigate the impact on passengers, issuing directives to cap airfares and instructing airlines to provide refunds for cancelled flights. Maximum fares have been fixed depending on route length: ₹7,500 for routes up to 500 km, ₹12,000 for 500–1,000 km, ₹15,000 for 1,000–1,500 km, and ₹18,000 for routes above 1,500 km. Airlines have also been told to maintain ticket availability, avoid steep fare spikes, and assist passengers with rebooking and baggage handling to the extent possible.

While IndiGo has indicated gradual recovery, the disruptions have continued to affect passengers’ travel plans. On Saturday, the airline reported improved operations, with over 95% of network connectivity restored and more than 1,500 flights expected to operate by the end of the day. This marked a significant improvement from Friday, when the airline operated just over 700 flights, connecting 113 destinations out of its 138 in-service locations. Nevertheless, cancellations on Saturday still numbered below 850, reflecting the ongoing challenge of stabilising schedules and addressing accumulated operational backlog.

The chaos has sparked widespread anger and frustration, as passengers navigate long waits at airports, delayed departures, and uncertainty over travel arrangements. Social media platforms have been flooded with complaints and videos showing distressed travelers confronting airline personnel, further highlighting the human cost of operational lapses. These instances, including physical scuffles like the one at Lucknow airport, underscore the urgent need for airlines and authorities to implement effective contingency measures during periods of disruption.

Security and airport staff have been at the forefront of managing these tense situations, attempting to mediate conflicts and prevent escalations while ensuring the safety of passengers and staff. However, the scale of IndiGo’s operational issues, combined with mounting passenger frustration, has created conditions where minor disputes can quickly escalate into physical confrontations.

Experts note that such incidents are symptomatic of systemic challenges in India’s aviation sector, where high passenger demand, insufficient contingency planning, and sudden operational policy changes can trigger widespread disruptions. The IndiGo crisis also highlights the critical role of clear communication, timely passenger support, and proactive management to prevent conflicts and ensure traveler safety during large-scale operational failures.

Authorities have reiterated their commitment to resolving the crisis, monitoring the airline’s progress, and enforcing regulatory compliance to restore normalcy. Civil Aviation Minister K Rammohan Naidu and senior officials have engaged in high-level meetings with IndiGo leadership to assess the situation and implement remedial measures. A four-member DGCA committee is conducting a detailed inquiry to identify lapses and recommend steps to prevent recurrence, focusing on accountability and operational improvements.

Meanwhile, passengers are advised to remain patient, follow airport guidance, and stay updated on flight schedules through official airline channels. IndiGo has urged travelers to allow flexibility in planning and assured that measures are being taken to stabilise operations, reduce cancellations, and improve overall passenger experience.

The incidents of passenger altercations, including the scuffle at Lucknow airport, serve as a stark reminder of the real-world impact of large-scale flight disruptions. They reflect the cumulative stress, uncertainty, and frustration faced by travelers when airline operations fail to meet demand, underscoring the importance of effective crisis management and timely regulatory intervention in the aviation sector.

As the situation evolves, authorities are expected to continue monitoring passenger safety, enforcing fare regulations, and guiding airlines toward stabilising operations. While IndiGo works toward normalising its schedule, airport personnel remain vigilant in managing crowds and mitigating conflict to prevent further incidents.