IndiGo issued a statement from Chief Executive Officer Pieter Elbers addressing the large-scale operational disruption that resulted in more than 1,000 flight cancellations on a single day. In his message, Elbers offered an unconditional apology to affected passengers and acknowledged the significant inconvenience caused.
The airline detailed a three-part recovery plan to stabilise operations. The first step focuses on improving customer communication, including expanded call-centre support and clearer updates on refunds, cancellations, and assistance options. The second priority is clearing the backlog of stranded passengers at major airports, with IndiGo working to ensure all affected travellers are accommodated at the earliest and urging customers not to proceed to the airport if their flight is cancelled.
The third measure involves a system-wide realignment of crew and aircraft. According to the airline, the decision to carry out extensive cancellations was necessary to reset schedules and restore operational balance. IndiGo noted that earlier mitigation efforts were insufficient, prompting a full operational reboot to enable progressive improvement in the days ahead.
IndiGo expects cancellations to reduce steadily as schedules stabilise, with a return to normal operations anticipated between mid-December. The airline expressed appreciation for regulatory support and reaffirmed its commitment to rebuilding customer trust, stating that teams across the organisation are working continuously to restore smooth operations.
