IndiGo Issues Clarification After December 5 Flight Cancellations, Service Normalisation Restored

IndiGo Restores Operations After Five Days of Disruptions and Network Reboot

IndiGo issued a series of statements explaining the operational disruptions that led to widespread flight cancellations across its network between December 5 and December 9, 2025. The airline said the cancellations were part of a structured reboot intended to realign aircraft, crews and schedules after several days of disruption.

On December 5, 2025, IndiGo Chief Executive Officer Pieter Elbers said the airline had experienced “severe operational disruptions” over the previous days, with that date being the most affected, recording “well over a thousand” cancellations, accounting for more than half of daily operations. Elbers apologised to customers for the inconvenience and outlined three priorities: customer communication, assistance for stranded passengers, and a system-wide reboot. He added that a full return to normal operations was expected between December 10 and December 15.

By December 6, the airline said cancellations had fallen below 850 flights, and teams were working to stabilise schedules. IndiGo said it was processing refunds on priority and issuing real-time updates across terminals, digital platforms and direct customer notifications. The airline urged passengers to check the latest flight status before travelling to the airport.

In a separate update on December 6, IndiGo stated that it had operated slightly more than 700 flights the previous day, connecting to 113 destinations. The airline said the partial shutdown was required to “reboot the network, systems, and rosters”, adding that more than ninety-five per cent of its network connectivity had been restored with operations to one hundred and thirty-five of one hundred and thirty-eight destinations.

On December 7, IndiGo said its Board of Directors had met on the first day disruptions began and subsequently established a Crisis Management Group comprising Chairman Vikram Singh Mehta, Board Directors Gregg Saretsky, Mike Whitaker, Amitabh Kant, and Elbers. The airline said the group had been reviewing the situation regularly and monitoring the steps being taken to restore operations and support customers. The Board stated it was prioritising refunds and waivers for cancellations and rescheduling during the crisis period.

IndiGo also reported continued improvement on December 7, with plans to operate more than 1,650 flights and on-time performance rising to 75 per cent. The airline said cancellations were being issued earlier to allow timely communication to customers. IndiGo noted it was making “very significant progress” in restoring schedules and strengthening customer support.

A status update on the same day noted operations to 137 of 138 destinations, on-time performance of 75 per cent, and a full waiver of cancellation or rescheduling requests for bookings until December 15, 2025. The airline said refund and luggage processes were “in full action”.

On December 8, IndiGo reported further progress, saying it was set to operate more than 1,800 flights and had restored full network connectivity. On-time performance had increased to ninety-one per cent. The airline also outlined customer support measures, including over 9,500 hotel rooms and close to 10,000 cabs and buses arranged for stranded travellers between December 1 and December 7, and more than 4,500 bags delivered, with the remainder expected within 36 hours.

IndiGo said it had refunded INR 827 crores, with the rest under process for cancellations up to December 15, 2025. The airline reaffirmed compliance with Flight Duty Time Limitations and safety regulations.

On December 9, Elbers confirmed operations had stabilised. He said the airline had “let customers down” and apologised for the cancellations, noting that IndiGo teams had prioritised moving all stranded passengers and processing “no questions asked” full refunds. Baggage deliveries were ongoing, and the airline continued to handle customer requests across channels. Elbers also said IndiGo had resumed operations of more than 1,800 flights and reinstated services to all 138 destinations.

Elbers added that IndiGo would examine the causes of the disruption internally and work on long-term improvements. He said customers had begun sending supportive messages and bookings were recovering, adding, “Thank you for accepting our apology and for your patience, understanding and support during this difficult time.”

Additionally, IndiGo said that after days of steady improvement across the network, operations have now been reinstated. All flights published on the airline’s website are scheduled to operate with an adjusted network. The airline also reported that nearly all bags stuck at airports have been delivered to customers, with the remaining deliveries underway.

IndiGo said it is operating more than 1,800 flights, connecting all 138 stations in its network. The airline plans to operate nearly 1,900 flights on December 10, 2025. It said operations had been optimised and on-time performance had returned to normal levels.

The airline stated that it had automated the procedure for customers to receive full refunds upon cancellations with a “No Questions Asked” policy through a simplified process on its website. Customers have been advised to check the latest flight status on the airline’s website before travelling to the airport. Refund assistance, if required, can be accessed through the refund page or customer support channels. IndiGo added that it regrets the disruption and apologises to customers for the inconvenience caused.

For more information: IndiGo Cancels One Hundred and Seventy-Five Flights on Third Consecutive Day as New Pilot Rest Rules Take Effect