Mumbai – IndiGo’s ongoing operational disruptions left filmmaker Kiran Rao stranded at Mumbai Airport’s Terminal 2 for over eleven hours on Friday, highlighting the widespread inconvenience faced by passengers amid the airline’s week-long crisis. Rao, who was scheduled to fly to Tokyo, expressed her frustration on social media while maintaining a humorous tone about the ordeal.

In an Instagram story, Rao shared her experience, saying, “By now (11 hours since I left home) I should’ve reached Tokyo, but it was nice to get to know Mumbai T2 really well, thanks to IndiGo. And now I’m checking on how Delhi is doing with GRAP II. Good day, all in all.” Her post reflected not only her extended wait at the airport but also the confusion and lack of clear communication from the airline during repeated flight delays and cancellations.

Rao’s predicament comes amid widespread disruptions across India’s airports, triggered primarily by IndiGo’s mismanagement of crew rosters following the introduction of new Flight Duty Time Limitations (FDTL). The airline has faced criticism for the operational chaos that has affected thousands of passengers across the country.

Nationwide Flight Disruptions and Passenger Impact

Saturday marked the fifth consecutive day of IndiGo flight disruptions, with hundreds of flights cancelled, leading to long queues, chaotic baggage handling, and widespread frustration among travelers. Reports indicate that IndiGo cancelled at least 1,600 flights over the week, severely impacting domestic air travel and reducing available capacity on key routes.

The massive operational meltdown also triggered a sharp rise in airfare prices, as the supply-demand imbalance led to what the Ministry of Civil Aviation termed an “unreasonable surge” in domestic ticket fares. In response, the government stepped in to cap domestic ticket prices temporarily, aiming to prevent excessive fare hikes and protect passengers from further financial strain.

IndiGo Responds: Refunds and Fee Waivers

Following intervention by the civil aviation ministry, IndiGo announced measures to ease passenger inconvenience. The airline committed to:

• Full refunds for all bookings cancelled between December 5 and December 15.
• Waiver of cancellation and rescheduling fees for affected travelers.

The airline reported a reduction in flight cancellations to below 850 by the weekend, signaling gradual stabilization compared to the peak disruption levels on Friday, December 5. However, the recovery remains slow, and passengers continue to face delays and uncertainties, especially for international travel.

Celebrity Experiences Highlight Passenger Plight

Kiran Rao’s experience brought the disruption into public focus, particularly because of her witty social media posts that captured the frustration and absurdity of waiting for hours without resolution. Rao’s humorous take on becoming intimately familiar with Terminal 2 and joking about checking Delhi’s air quality illustrated how stranded travelers are forced to adapt to prolonged waiting times while airlines struggle to provide clear guidance.

Her account underscores a broader issue faced by passengers across India, with many travelers reporting missed connections, disrupted itineraries, and confusion over refunds and rescheduling procedures. The prolonged chaos has also raised concerns about airport crowd management, communication, and operational preparedness of the country’s largest airline during periods of systemic stress.

Government Intervention and Industry Implications

The government’s temporary fare caps are a response to the critical situation, ensuring that passengers are not exploited amid reduced capacity. Industry experts have noted that IndiGo’s crisis highlights structural vulnerabilities in airline operations, including staffing challenges, regulatory compliance with FDTL norms, and contingency planning for large-scale disruptions.

Analysts suggest that the incident may prompt closer regulatory scrutiny, operational audits, and potential policy adjustments to prevent recurrence, particularly as India’s domestic air travel demand continues to rise. The situation also underscores the importance of robust customer service protocols, timely communication, and proactive contingency planning to manage high-traffic airports during peak disruption periods.

Moving Forward

IndiGo has indicated that operational adjustments and crew management are ongoing to stabilize flight schedules, and passengers are being urged to monitor updates before travel. While cancellations have reduced from the week’s peak, the airline continues to face challenges in restoring public confidence.

Meanwhile, travelers like Kiran Rao are emblematic of the real human impact of airline operational failures—hours lost, plans disrupted, and stress amplified, despite official assurances and social media updates. The incident serves as a cautionary tale for airlines and regulators about the fragility of operational systems in high-demand environments and the critical need for effective crisis management and transparent communication.

As IndiGo works to return to normal operations, the combined response of government intervention, fare caps, and customer compensation is expected to mitigate passenger hardship. However, the event has already highlighted systemic weaknesses and will likely shape policy discussions and operational reforms across India’s aviation sector.