IndiGo issues public apology amid operational crisis, assures full refunds and service restoration
HYDERABAD: IndiGo apologises to customers, promises refunds and gradual return to normal operations
IndiGo on Friday issued a detailed public apology acknowledging a serious operational crisis that led to widespread flight cancellations and long wait times at airports over the past few days. The airline said it was making “every possible effort” to stabilise operations in coordination with the Ministry of Civil Aviation and the Directorate General of Civil Aviation (DGCA).
The carrier said the situation “will not get resolved overnight” but added that Friday was expected to see the highest number of cancellations as systems and schedules were being recalibrated for “progressive improvement” beginning Saturday.
Full refunds, waiver on cancellations and rescheduling
The airline committed to automatic full refunds for all cancelled flights, stating that the amount would be returned to the original mode of payment. It also announced a complete waiver on cancellations and rescheduling requests for travel dated December 5 to December 15, 2025.
IndiGo urged passengers to avoid travelling to airports if their flights were cancelled and requested them to check updates through the website and notifications. It said contact-centre capacity had been “massively increased” to reduce wait times.
Assistance for stranded passengers
The airline said thousands of hotel rooms and surface transport options had been arranged in major cities for passengers affected by cancellations. Food and snacks were being provided at airports, while lounge access for senior citizens was being facilitated wherever possible.
It also asked customers to use its AI assistant, 6Eskai, for flight status, refunds and rebooking services.
‘Will earn back your trust’: IndiGo
“Our frontline staff and the entire team remain dedicated to restoring normal operations and helping every customer with care and respect,” the airline said in its statement. IndiGo added that it expected incremental progress in the coming days and stressed that it would “do everything” to regain customer trust built over the past 19 years.
