New Delhi: The Directorate General of Civil Aviation (DGCA) has summoned IndiGo CEO Pieter Elbers to appear before the aviation regulator on Thursday, seeking a comprehensive report on the ongoing operational disruptions that have severely affected the airline’s passengers across India. The summons, detailed in an internal DGCA document accessed by HT, requires the airline to provide updates on operational restoration, passenger services, crew management, and other critical areas affecting its performance.

According to the document, the DGCA has asked IndiGo to present detailed data on multiple aspects of the airline’s operations, including the status of network-wide restoration efforts, measures taken to re-accommodate stranded passengers, and initiatives aimed at prioritizing vulnerable travelers such as the elderly, unaccompanied minors, and passengers with medical requirements.

The regulator has specifically sought information about IndiGo’s monitoring and oversight mechanisms to ensure the timely completion of restoration activities, emphasizing the need for transparency in reporting progress. The DGCA also requested updates on the airline’s pilot and cabin crew recruitment plans, current crew strength, and the training pipeline for the coming months, highlighting the importance of adequate staffing to prevent further disruptions.

In addition, the DGCA asked IndiGo to submit details of the measures implemented to avoid roster shortages and to comply with Flight Duty Time Limitations (FDTL), which govern the working hours and rest periods of flight crews. The agency has also requested a full report on the number of cancelled flights, refunds processed, and timelines for refund completion, covering both direct bookings and those made through online travel agents, to assess the airline’s adherence to regulatory requirements.

Baggage handling has been another focus area for the regulator. The DGCA has asked for a summary of delayed or misrouted baggage cases, the steps taken to trace and return luggage, average delivery timelines, and the compensation provided to affected passengers. It has also instructed the airline to explain the performance of its passenger communication systems, including SMS and email alerts, and the actions taken to improve the timely dissemination of information regarding delays and cancellations.

The DGCA has emphasized the need for enhanced coordination between IndiGo’s operations control center, airport operations, and customer support teams to ensure smoother operations and better passenger experience. In addition, the regulator has sought a detailed rerouting policy for passengers affected by cancellations, including information on rebooking within the airline’s own network or through other carriers, and confirmation that rerouting is offered without any additional cost to the affected passengers.

IndiGo has been grappling with a series of operational disruptions, leading to widespread passenger dissatisfaction, steep ticket fare surges, and delays in baggage delivery. The DGCA’s intervention underscores the regulator’s commitment to protecting passenger interests and ensuring that airlines maintain minimum standards of service even during crises.

This move comes after multiple reports highlighted the strain on IndiGo’s operations, particularly amid staff shortages and increased travel demand. Aviation analysts have noted that the DGCA’s summons signals a heightened level of scrutinyand may compel the airline to accelerate remedial measures, including faster refund processing, improved baggage handling, and better communication with travelers.

Passengers who experienced cancellations and delays have increasingly voiced frustration over poor communication, slow refunds, and lack of timely updates, prompting the regulator to step in. The upcoming meeting with the CEO is expected to focus not only on past lapses but also on preventive measures, including crew recruitment and training, real-time monitoring of operations, and enhanced customer support mechanisms.

The DGCA’s comprehensive inquiry reflects its mandate to ensure that airlines operate safely, efficiently, and in compliance with civil aviation requirements. By mandating IndiGo to provide data across operational, logistical, and customer service dimensions, the regulator aims to restore confidence in air travel and mitigate the impact of disruptions on the public.

IndiGo has acknowledged the operational challenges and has assured regulators and the public of its commitment to stabilizing operations and improving service quality. The CEO’s appearance before the DGCA on Thursday is expected to shed light on the airline’s corrective strategies, implementation timelines, and measures to prevent recurrence of the recent disruptions.

The aviation industry and passenger advocacy groups are closely monitoring the developments, with expectations that the DGCA’s stringent oversight will lead to more robust operational planning, better passenger care, and accountability mechanisms for India’s largest domestic carrier.