With IndiGo cancelling over 1,000 flights on Friday as part of what the airline termed a “system reboot”, hundreds of passengers travelling to and from Nagaland have been left stranded at airports across the country.
The disruption comes at a particularly crucial time for the State, with the Hornbill Festival drawing heavy tourist inflow and many students and working individuals returning home for the year-end holidays. Passengers have urged authorities and airlines to provide clearer communication, faster rebooking, and dedicated support desks at major hubs.
IndiGo CEO Pieter Elbers, in a video statement, apologised to passengers, stating that earlier measures had “proven insufficient”, forcing the airline to ground more than half its daily operations. “This reboot is essential for progressive improvements starting tomorrow,” he said, adding that cancellations are expected to remain below 1,000 on Saturday, with normal operations likely between December 10 and 15.
The Aviation ministry confirmed that a high-level inquiry has been instituted to examine the disruptions. The 24×7 helpline- reachable at 011-24610843, 011-24693963 and 096503-91859- will monitor the situation in real time and coordinate rapid responses across airports, it said.
Passengers affected by cancellations are to receive full refunds automatically, without needing to submit requests, while those facing prolonged delays will be provided hotel accommodation arranged directly by the airlines. Special priority assistance and lounge access are being provided to senior citizens and differently-abled passengers, and refreshments and essential services are being made available to all affected.
Operational challenges have been partly attributed to pilot-rostering issues. The Directorate General of Civil Aviation (DGCA) has granted IndiGo exemptions from night-duty limits for pilots and eased flight duty norms, allowing the substitution of leaves with weekly rest periods. These measures aim to reduce capital and scheduling pressures on the airline and accelerate the return to normal operations.
Elbers emphasised that the support from DGCA has been crucial in managing the crisis. He added that while the disruptions have been unprecedented, the system reboot was necessary to ensure smoother operations in the coming days and to restore passenger confidence.
Meanwhile, Indian Railways on Friday deployed 116 extra coaches on 37 trains across multiple zones to cater to passengers facing travel disruptions due to the ongoing IndiGo crisis.
DGCA withdraws ‘weekly rest’ clause, partial relief for IndiGo
Directorate General of Civil Aviation (DGCA) Friday withdrew its instructions to all operators regarding the weekly rest for crew members.
The fresh notification comes amid the pilot and crew crunch that has left thousands of IndiGo passengers stranded.
DGCA notification reads: “In view of the ongoing operational disruptions and representations received from various airlines regarding the need to ensure continuity and stability of operations…the instruction contained in the referenced paragraph that no leave shall be substituted for weekly rest is hereby withdrawn with immediate effect.”