As IndiGo, the Indian airline, grapples with widespread cancellations at airports, leaving travelers stranded and flights delayed for hours, CEO Pieter Elbers apologized on Friday for the disruptions.
“In recent days, we have faced significant operational challenges. Today, December 5, marks the peak of this crisis, with over a thousand cancellations, affecting more than half of our daily flights,” Elbers stated.
“On behalf of IndiGo, I sincerely apologize for the major inconvenience caused to many of our customers,” Elbers added. He also presented “three lines of action” to address the crisis.
Stay informed with the latest updates. Follow KT on WhatsApp Channels.
Three lines of action
1. Customer communication
The airline has sent messages with details on refunds, cancellations, and customer support, and has increased its call center capacity.
2. Avoiding airport congestion
With passengers mainly stuck at major airports on Thursday, the aim was to have them travel by Friday, which “will be achieved,” according to Elbers. Customers with canceled flights were advised not to go to the airport.
3. December 5 cancellations
Cancellations on December 5 were made to align crew and aircraft, ensuring they are “ready to restart” on Saturday morning, Elbers noted.
As prior efforts fell short, the December 5 cancellations were part of a “system reboot” necessary for improvements starting December 6, he explained.
Return to normal operations
The airline anticipates fewer than 1,000 cancellations on Saturday. CEO Elbers thanked India’s Directorate General of Civil Aviation for supporting “specific FDTL implementation relief.”
He expects “a return to full, normal operations” between December 10 and 15.
To customers with “shaken confidence,” Elbers assured that teams and frontline staff are working tirelessly to resolve the issues, restore trust, and enhance it over time.
