Indian budget carrier IndiGo has issued a comprehensive public apology following four consecutive days of severe operational disruptions that resulted in hundreds of flight cancellations and extensive delays across its network.
The airline addressed customers directly through social media platform X on Friday, acknowledging the profound inconvenience caused by the ongoing crisis. “We deeply apologize and understand how difficult the past few days have been for many of you,” the statement read. “While this situation cannot be resolved overnight, we assure you that we are mobilizing every available resource to provide immediate assistance and restore normal operations at the earliest opportunity.”
IndiGo, traditionally recognized for its operational reliability, confronted what it described as a “serious operational crisis” that left numerous passengers with canceled journeys while others endured prolonged waits at airports with limited information. The airline indicated that Friday would mark the peak of cancellations as technical teams work to reboot systems and schedules for progressive improvement beginning Saturday.
The carrier is coordinating closely with India’s Ministry of Civil Aviation and the Directorate General of Civil Aviation (DGCA) to reinstate regular flight operations. According to ministry statements, flight schedules were expected to stabilize beginning midnight Friday, with full service normalization anticipated within subsequent days.
Affected passengers will receive automatic full refunds for canceled flights processed through their original payment methods. The airline has implemented a complete waiver on cancellation and rescheduling fees for travel between December 5-15, 2025. Additional support measures include thousands of pre-arranged hotel rooms and ground transportation options across multiple cities, complimentary airport meals and snacks, and prioritized lounge access for senior citizens where available.
The airline urged passengers to verify flight status online before proceeding to airports and avoid travel if their flight has been canceled. A 24/7 control room established by the Ministry of Civil Aviation is continuously monitoring the situation in real-time.
IndiGo’s statement concluded with a commitment to rebuilding customer trust: “We will do everything to earn back your trust and the love you’ve shown us over the past 19 years. Our frontline staff remains dedicated to restoring normal operations and assisting every customer with care and respect.”