IndiGo Apologizes for Major Flight Disruptions

Following over a week of significant operational turmoil that resulted in the cancellation of thousands of flights, causing chaos at Indian airports and leaving passengers to face the aftermath, Indigo’s Chairman issued an apology on Thursday.

In a seven-minute video message, Vikram Singh Mehta, Chairman of the Board of Directors of InterGlobe Aviation Limited, explained his decision to delay the statement. He emphasized that the Board’s priority was to restore operations and assist affected passengers first.

IndiGo, which controls 65% of the domestic market, had to cancel more than 2,000 flights. This disruption affected tens of thousands, impacting travel, holidays, and weddings, marking one of the most severe interruptions in Indian aviation history.

Mehta announced that the airline is now managing over 1,900 flights, with all 138 destinations connected. “Our on-time performance has returned to its usual high standards,” he remarked.

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The chief acknowledged the distress and losses passengers experienced due to missed events, appointments, and connections. “We deeply apologize,” he stated, mirroring the airline’s repeated apologies across platforms.

He also admitted that the airline owes explanations to customers, the government, shareholders, and employees. “We’ve faced a lot of criticism—some justified, some not. The valid criticism is that we let you down,” he confessed.

Refuting Allegations and Claims

In his comprehensive statement, Mehta addressed various claims, stating, “Some allegations are false: that IndiGo orchestrated the crisis, influenced government policies, compromised safety, or that the Board was uninvolved. These claims are incorrect.”

He assured that the airline adhered to the new pilot fatigue regulations and did not attempt to bypass them. He cited a combination of internal and unforeseen external factors causing the disruptions.

Mehta listed reasons for the disruption: minor technical issues, schedule changes due to winter, adverse weather, increased aviation congestion, and implementation of updated crew rostering rules.

“This isn’t an excuse; it’s the truth. This array of events pushed our systems to their limits,” he emphasized.

Watch his apology below:

IndiGo’s challenges arose at a crucial time for the airline and the industry. Rival Air India, which holds a 27% market share and was government-owned until 2022, has long faced criticisms over its ageing fleet and poor service, alongside increased scrutiny since a June crash that killed 260 people.

IndiGo’s Response to the Crisis

Mehta detailed the airline’s response, noting a Board meeting and the formation of a crisis management group. Board members have been in constant communication with the management since.

The team focused on restoring operations, supporting passengers, transparent communication, and ensuring this issue doesn’t recur.

According to Mehta, operations have returned to normal earlier than expected. Refunds totaling “several hundred crores” have been processed, with travel and hotel assistance provided, and remaining delayed baggage is being delivered.

Rebuilding Trust is Challenging

While acknowledging the mistakes and apologizing again, Mehta stated that there’s “no denying” the company erred. “Last week’s events tarnished the airline’s spotless record,” he added.

He admitted that rebuilding trust will be difficult. “This depends on actions, not words. It will be a journey. As the first step, I apologize unconditionally as Chairman of the Board,” he declared.

Flight Reductions by Authorities

India has mandated IndiGo cut 10% of its scheduled flights.

This cut, increased from an earlier 5%, was announced by civil aviation minister Ram Mohan Naidu on X after meeting with IndiGo CEO Pieter Elbers, who cancelled a significant industry event in London to manage the crisis.

This decision will remove at least 220 daily flights from IndiGo’s network, based on pre-existing services before new pilot rest and duty rules implemented on November 1.

“The Ministry deems it necessary to reduce IndiGo’s routes to stabilize operations and lessen cancellations,” Naidu stated on X.

IndiGo confirmed on Tuesday that it received a directive from the Directorate General of Civil Aviation (DGCA) to reduce its domestic winter schedule by 10% across all sectors.

Impact on IndiGo

On Wednesday, IndiGo announced it had lowered its capacity and passenger unit revenue forecast for the third quarter.

The airline now anticipates its third-quarter capacity to grow by “high single to low double-digit percentages,” down from a previous forecast of “high teens” growth.

It expects a “mid-single digit percentage downward adjustment” in passenger unit revenue compared to an earlier forecast of flat to slight growth.

[With inputs from Reuters]