- Airline restores full operations across 138 destinations ahead of schedule
- Refunds, baggage delivery and customer support accelerated on priority
- Crisis review underway as IndiGo reassures passengers: ‘Keep the faith in us’
- India’s largest airline vows stronger, more resilient service experience
NE BUSINESS BUREAU
AHMEDABAD, DEC 9
In a significant reassurance to millions of air travellers, IndiGo has announced that its entire network operations have fully stabilised, following days of major disruption that led to thousands of cancellations and delays. In a personal message to passengers, Pieter Elbers, CEO of IndiGo, confirmed that the airline is now “back on its feet” with schedules restored across all 138 destinations.
Elbers said, “We have let you down when a major operational disruption happened and we are sorry for that. The beauty of travel is that it brings together people, emotions, ambitions and aspirations and we know you were traveling for various reasons… thousands of you couldn’t travel and we are profusely apologetic about that.”
Full Operations Restored Ahead of Schedule
IndiGo had earlier estimated a return to normalcy between December 10 and 15.
However, the airline confirmed that as of December 9, operations have fully stabilised, with:
- 700 flights on December 5
- 1500 flights on December 6
- 1650 flights on December 7
- 1800+ flights on December 8 and 9
Elbers noted that the rapid ramp-up was executed on a “war footing”, ensuring that the airline could resume normal service earlier than expected.
Customer Care at the Centre of Recovery
Elbers highlighted four priority actions that IndiGo took immediately after the disruption:
- Transporting Stranded Passengers
Ensuring all delayed and stranded flyers were moved safely to their destinations or back home.
- ‘No Questions Asked’ Refunds
Lakhs of customers have already received their full refunds, and the airline continues processing remaining claims daily.
- Baggage Delivery
Most bags stuck at airports have now been returned to passengers’ homes, with the remaining deliveries underway.
- Ongoing 24×7 Customer Support
Dedicated teams continue addressing passenger concerns and pending issues.
Elbers added: “Rest assured that we are fully committed to getting this done.”
Stability, Cooperation & a Focus on the Future
IndiGo confirmed that its On-Time Performance (OTP) is back to normal levels.
The airline continues to work closely with government authorities as internal reviews are conducted to understand what caused the crisis and how systems can be strengthened.
Elbers acknowledged that while some customer frustration remains, the airline is also receiving “heartwarming messages” from passengers who appreciate the transparency and efforts taken to restore operations.
“Thank you for accepting our apology and for your patience, understanding and support during this difficult time… keep the faith in us; we are still the airline you have known us to be,” he said.
