New Delhi: Following a period of severe operational disruption, IndiGo has announced that its flight operations have fully stabilized. In a video message released today, IndiGo CEO Pieter Elbers assured customers that the airline is “back on its feet” and operating its full schedule earlier than anticipated.
“We Have Let You Down” Addressing the widespread cancellations and delays that affected thousands of passengers, Elbers issued a sincere apology. “We’ve let you down when a major operational disruption happened, and we are sorry for that,” he stated. He acknowledged the emotional toll on passengers, noting that the airline is “profusely apologetic” to the thousands who could not travel for important personal and professional reasons.
Recovery on a “War Footing” Elbers highlighted that the restoration of the network was executed on a “war footing.” He provided a timeline of the airline’s rapid recovery:
- December 5: Operations were severely impacted, with only 700 flights operational.
- December 6: Capacity increased to 1,500 flights.
- December 7: Flights rose to 1,650.
- December 8: Operations hit 1,800 flights.
- December 9 (Today): The airline is operating more than 1,800 flights.
The CEO confirmed that as of today, December 9th, IndiGo is flying to all 138 destinations in its network, and its on-time performance has normalized. This stabilization comes ahead of the previously estimated timeline of December 10th–15th.
Update on Refunds and Baggage Addressing critical customer concerns, Elbers outlined the steps taken for relief:
- Refunds: The airline initiated a “No Questions Asked” refund policy. Lakhs of customers have already received full refunds, with the process continuing daily.
- Baggage: Most of the luggage stranded at airports has been delivered back to passengers’ homes. Teams are working tirelessly to deliver the remaining bags very soon.
Looking Ahead With the immediate crisis resolved, Elbers stated that the company is now focusing internally on identifying the root causes of the disruption to ensure lessons are drawn and the airline emerges stronger.
He concluded by thanking customers for their patience and heartwarming messages of support, urging them to “keep the faith” in the airline.
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