Indigo, a top budget airline in India, has publicly apologized following four days of mass flight cancellations and delays due to an ongoing operational crisis.
“We sincerely apologize and understand the challenges you’ve faced,” the airline stated on X on Friday. “Although the resolution won’t be immediate, we assure you that we’re doing everything possible to assist you and to resume normal operations swiftly.”
Addressing the disruption, Indigo acknowledged, “We are known for our reliability, but recently, we’ve encountered a serious operational crisis. Many customers experienced cancellations, while others endured long waits with limited information.”
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Indigo anticipated Friday to have the most cancellations as they work on “rebooting all systems and schedules for gradual improvement starting tomorrow.” The airline is coordinating with India’s Ministry of Civil Aviation and the Directorate General of Civil Aviation (DGCA) to restore usual operations.
To aid affected passengers, Indigo announced several initiatives:
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Automatic full refunds for all cancelled flights to the original payment method.
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Waiving cancellation and rescheduling fees for travel from December 5 to December 15, 2025.
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Providing thousands of hotel rooms and ground transport for stranded passengers across cities.
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Offering complimentary meals and snacks at airports.
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Providing lounge access for senior citizens where possible.
The airline also advised passengers to check their flight status online and avoid going to the airport if their flight is cancelled.
“Expect to see progressive improvements,” Indigo stated. “We are committed to regaining your trust and maintaining the affection you have shown us over the past 19 years, which we cannot afford to lose.”
“Our frontline staff and entire team are dedicated to restoring normal operations and assisting every customer with care and respect. Thank you for your patience, understanding, and kindness during this challenging period. We will keep you updated on our progress.”
Indigo also apologized on Thursday on X, noting, “Teams are diligently working with the support of MOCA, DGCA, BCAS, AAI, and airport operators to minimize the cascading impact of these delays and restore normalcy.”
