New Delhi: In the wake of unprecedented flight cancellations and operational disruptions, InterGlobe Aviation Ltd., the parent company of IndiGo, has formed a Crisis Management Group (CMG) to stabilise its network and reassure stranded passengers. The airline confirmed on Sunday that the group is actively coordinating recovery efforts, focusing on restoring flights, processing refunds, and improving customer support.

The CMG comprises IndiGo chairman Vikram Singh Mehta, board directors Gregg Saretsky and Mike Whitaker, and Amitabh Kant, along with the airline’s CEO Pieter Elbers. According to a statement from the airline, the Board of Directors convened a special session on the very first day the disruptions began to assess the situation. “The Board had received a detailed briefing from the management on the nature and extent of the crisis,” the airline said, explaining that the CMG was constituted immediately afterward to handle the ongoing challenges.

Since its formation, the CMG has reportedly been meeting regularly, monitoring progress, and evaluating operational restoration measures. Additional updates have been shared with other Board members who are not part of the group, and telephonic discussions have been conducted to ensure all stakeholders remain informed. The airline emphasised that the management team is working relentlessly to implement significant and sustained improvements across its network.

Operational Recovery Efforts

IndiGo stated that one of the first steps in stabilising its operations was to manage flight cancellations proactively. “Cancellations were made at an earlier stage, allowing us to inform our customers timelier,” the airline noted. For Sunday, December 7, IndiGo reported that it plans to operate over 1,650 flights, an increase from approximately 1,500 flights the previous day. The airline also reported a significant improvement in its On-Time Performance, rising from 30% yesterday to 75% today.

In addition to flight operations, IndiGo has intensified efforts to resolve passenger concerns regarding refunds and lost luggage. The airline stated that the refund and luggage process is fully operational, covering both direct and indirect bookings. Passengers are urged to check the latest flight status before heading to the airport and are encouraged to use IndiGo’s dedicated support channels, including https://www.goindigo.in/refund.html.

Impact on Passengers and Commitment to Resolution

The airline acknowledged the inconvenience caused to thousands of travelers due to the disruption. IndiGo operates around 2,200 daily flights, and the scale of the disruption—coupled with cancellations and delays—posed a significant challenge to its operations. “We deeply regret the immense inconvenience this has caused and extend our heartfelt apologies to all our customers,” the airline said, adding that it expects network stabilization by December 10, slightly earlier than the previously communicated timeline of December 10–15.

IndiGo reiterated that the CMG is taking steps to enhance the overall travel experience for its customers. Measures include timely communication of cancellations, strengthened customer support systems, and closer monitoring of the airline’s operational performance. The airline also highlighted that its board and management teams are fully committed to restoring confidence among travelers and ensuring a smooth recovery of its flight network.

Looking Ahead

With the formation of the CMG and the ongoing corrective measures, IndiGo aims to gradually return to its pre-crisis levels of operations while maintaining passenger safety and service quality. The airline continues to coordinate closely with its operational teams, ground staff, and customer support units to resolve pending issues.

For passengers affected by the recent disruptions, IndiGo has stressed the importance of checking updated flight schedules and utilizing available support channels to ensure timely refunds and resolution of luggage issues. The airline’s proactive steps through the CMG indicate a concerted effort to regain operational stability and restore trust among its millions of travelers nationwide.

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