New Delhi, December 5, 2025 – IndiGo, India’s largest budget carrier, is grappling with one of the most severe operational crises in its history, with over a thousand flights cancelled or delayed across the country this week. The disruptions, which peaked on Friday, left tens of thousands of passengers stranded at major airports, including Delhi, Bengaluru, and Hyderabad, prompting urgent intervention by the airline and aviation regulators. In an effort to mitigate the mounting public anger and restore trust, IndiGo announced a suite of relief measures, ranging from hotel accommodations and ground transport support to waiver of rescheduling fees and automatic refunds.

The airline’s crisis unfolded against the backdrop of several converging challenges. A pilot shortage, coupled with a software glitch affecting Airbus A320 operations, severely disrupted flight schedules. Additionally, the enforcement of stricter Flight Duty Time Limitations (FDTL) rules – designed to reduce fatigue and ensure safety among crew members – sharply curtailed the number of late-night and early-morning flights, hitting IndiGo’s high-frequency, high-utilisation network the hardest.

According to airport reports, the disruptions were so severe that Delhi Airport temporarily suspended all IndiGo departures until 23:59 on Friday, affecting an estimated 235 flights alone. At Bengaluru’s Kempegowda International Airport and Hyderabad’s Rajiv Gandhi International Airport, passengers faced long queues, confusion over flight status, and hours of uncertainty, leaving many stranded without immediate options for alternate travel.

IndiGo acknowledges severity of crisis

In a public statement issued on Friday, IndiGo acknowledged the seriousness of the situation, noting that “Today should be the day with the highest number of cancellations, as we are doing all that is necessary to reboot operations.” The airline expressed regret for the distress caused to passengers and assured that the disruptions would gradually ease starting Saturday, as operations stabilise and schedules are recalibrated.

To address the immediate needs of affected passengers, IndiGo has rolled out a series of relief measures, aiming to provide both logistical and financial support.

Passenger support measures

1. Automatic refunds: IndiGo announced that all passengers affected by cancellations would receive automatic refunds, eliminating the need for time-consuming individual requests.
2. Full waiver on rescheduling and cancellation fees: Travellers whose plans are impacted between December 5 and December 15, 2025, are eligible for full fee waivers, providing flexibility to rebook without financial penalties.
3. Hotel accommodations: Recognising that many passengers were stranded overnight, the airline arranged thousands of hotel rooms across multiple cities, ensuring that travellers could rest safely while awaiting their next available flights.
4. Ground transport support: IndiGo has deployed vehicles to shuttle passengers between airports, hotels, and alternate flight locations where possible, reducing the burden of navigating logistical challenges on their own.
5. Food and refreshments: Passengers stuck at airports are being provided with meals, snacks, and beverages, attempting to alleviate some of the discomfort caused by extended delays.
6. Lounge access for senior citizens: In select airports, senior passengers have been granted access to airline lounges to provide a comfortable waiting environment.
7. Enhanced customer support: IndiGo has significantly ramped up staffing at call centers and airport counters to manage inquiries, assist with rebooking, and provide timely updates. Additionally, the airline’s AI assistant, 6Eskai, has been deployed to issue automated updates, guide passengers through rebooking options, and provide real-time flight information.

The airline has urged passengers not to visit airports if their flight is already cancelled, emphasizing that the measures are designed to reduce congestion and improve the efficiency of operations.

Regulatory intervention and gradual recovery

The Directorate General of Civil Aviation (DGCA), India’s aviation regulator, has also intervened to help stabilise operations. On Friday, the DGCA issued a directive withdrawing a provision that prevented weekly rest from being substituted with leave, effectively giving airlines more flexibility in rostering pilots. This move is expected to facilitate the quicker return of fatigued crew members to active duty and enable a gradual restoration of flight schedules.

IndiGo officials have stressed that returning to full operational normalcy will take time. “This will not get resolved overnight,” the airline stated. “We will work to bring our operations back to normal at the earliest.” In the meantime, passengers are being advised to check flight status online before leaving for airports, prepare for possible delays, and take advantage of the airline’s relief measures to manage disruptions to their travel plans.

Impact on passengers

For many passengers, the operational breakdown has caused extreme inconvenience and financial strain. Social media and news reports highlighted individuals stranded far from home, some in urgent circumstances, including a woman travelling for her father’s asthi visarjan, or immersion of ashes, in Haridwar. She reported being unable to secure affordable alternate travel and appealed directly to authorities for assistance. Similarly, passengers seeking to travel on key domestic routes, including Delhi-Bengaluru, Delhi-Mumbai, and Delhi-Chennai, have faced soaring last-minute fares, with some tickets costing several times the usual price due to supply shortages.

Analysts note that IndiGo’s high-utilisation model, which schedules multiple flights per aircraft per day, left it particularly vulnerable to the new FDTL rules and crew shortages. The combination of these factors created a “perfect storm” that overwhelmed operations, disrupted passenger itineraries, and triggered political scrutiny in Parliament.

Political reactions and public sentiment

The wave of flight cancellations has prompted political attention, with Congress MP Pramod Tiwari raising the matter in the Rajya Sabha. Tiwari described the situation as symptomatic of a “monopoly” in the aviation sector, arguing that the lack of competition exacerbated the impact of IndiGo’s operational failures. Union Minister Kiren Rijiju responded, noting that the government was actively monitoring the situation and working with regulators to ensure passenger interests are protected.

Passengers, meanwhile, have expressed frustration over the lack of advance notice, high fares for alternatives, and logistical challenges at airports. Many reports highlighted families stranded overnight, travelers missing important events or appointments, and widespread dissatisfaction over communication gaps from the airline.

Outlook

Industry experts believe that IndiGo’s relief measures—hotel support, automated refunds, fee waivers, and enhanced customer service—represent a concerted attempt to contain passenger unrest and restore confidence, but the airline faces the dual challenge of resolving technical and regulatory constraints while managing public perception. The coming days will be critical in determining whether IndiGo can recover from one of its most severe operational crises and regain the trust of passengers who have long relied on its network for predictable, high-frequency travel.

In summary, IndiGo’s current strategy combines financial relief, logistical support, and operational adjustments. The airline is attempting to reassure passengers while working within the framework of safety regulations and industry constraints. As of December 5, tens of thousands of travelers remain in limbo, underscoring the complex challenges faced by a major carrier in adapting to evolving aviation norms while maintaining service reliability.