In a statement issued by the DGCA, IndiGo acknowledged that a combination of factors — including changes in pilot duty norms and “minor” technical glitches — contributed to widespread cancellations and delays, resulting in over 2,000 flight cancellations in the past week.
The airline has experienced disruptions for seven consecutive days, impacting thousands of passengers.
IndiGo stated that it was “realistically not possible” to isolate a single cause due to the scale and complexity of operations, and requested additional time from the regulator to submit a detailed root-cause analysis. The airline submitted its response, signed by the CEO and COO, to the DGCA on December 8 at 18:01 hours.
According to IndiGo’s response, several factors combined to disrupt operations. These included minor technical issues, schedule realignments tied to the onset of the winter season, adverse weather conditions, and increased congestion in the aviation system.
A significant contributor was the implementation of the Flight Duty Time Limitation (FDTL) Phase II, which impacted crew availability. IndiGo reported it had been in communication with DGCA regarding operational challenges related to these new regulations.The DGCA noted that on December 5, IndiGo undertook a “drastic measure” by rebooting its network. This involved large-scale cancellations aimed at repositioning aircraft and crew, and mitigating airport congestion.IndiGo said it followed regulatory requirements by notifying passengers in a timely manner and facilitating services such as meals, refreshments, accommodation, and local transport where possible. Substantial refunds have also been processed, according to the airline.
The DGCA added that it is currently examining the airline’s response and will take enforcement action as necessary.
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Despite the turbulence, IndiGo reported signs of recovery. On Monday, the airline operated more than 1,800 flights, restoring connectivity across its network. A total of 562 flights had been cancelled from six major metro airports in one day, with 150 from Bengaluru alone. IndiGo stated that operational improvements have reduced disruptions and enabled advance communication to passengers regarding cancellations.
The airline claimed that on-time performance has improved significantly, reaching 91% across the network, up from approximately 75% the day before, when it operated around 1,650 flights.
IndiGo also disclosed that it has processed Rs 827 crore in refunds for cancellations up to December 15, with remaining payments underway. In addition, over 9,500 hotel rooms, nearly 10,000 cabs and buses, and more than 4,500 bags have already been delivered to stranded passengers.
The airline expects remaining logistics to be completed within 36 hours.
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