India’s largest low-cost carrier, Indigo, on Friday apologised to its customers after widespread flight cancellations due to crew shortage and other operational issues left thousands of passengers stranded across airports.
“To each one of our customers – We are truly sorry and we will take care!!!” the airline said in a statement posted on X.
“We do deeply apologize and understand how difficult the past few days have been for many of you. While this will not get resolved overnight, we assure you that we will do everything in our capacity to help you in the meantime and to bring our operations back to normal at the earliest,” IndiGo said.
The airline acknowledged being in the midst of a “serious operational crisis”, noting that necessary measures are being taken to reboot its systems and schedules for “progressive improvement” starting Saturday.
“Our teams are working to reinstate regular operations in alignment with the Ministry and DGCA,” the airline said, adding that “short term proactive cancellations are being made to ease operations, decongest the airports to prepare for starting stronger tomorrow.”
IndiGo announced that all refunds for cancellations will be processed automatically to the original mode of payment. The airline will also offer full waiver on all cancellations and reschedule requests of bookings for travel between December 5 and 15.
IndiGo flight status update: Where flights are cancelled, why the crisis continues, and the latest news today
The airline further informed that it has arranged hotel rooms across cities for convenience of it customers and lounge access is being arranged for senior citizens, wherever possible.
Urging customers to support its efforts towards normalisation of flight operations, IndiGo asked passengers to check the flight status on its website and the notifications sent to them. “Please do not come to the airport if your flight is cancelled,” it said.
IndiGo’s AI assistant 6Eskai will help customers with flight status, refunds, and rebookings.
“We want you to know that you will see incremental progress. We will do everything to earn back your trust and the love you have showered on us in the last 19 years and we can’t lose it at any cost.
“Our frontline staff and the entire team remain dedicated to restoring normal operations and helping every customer with care and respect. Thank you for your patience, understanding, and kindness during this difficult time. We shall keep you updated on the progress on an ongoing basis,” the airline added.
The statement comes in the wake of massive disruptions in IndiGo’s flight operations since the start of this month.
Over 500 of its flights have been cancelled across the country today, including the complete grounding of departures for the day from the Delhi airport.
The disruptions have caused havoc at airports, including in Delhi, Mumbai, Bengaluru and Hyderabad, leaving thousands of air passengers stranded.