India's largest carrier, IndiGo, has issued a public apology following a period of severe operational disruption that left passengers stranded. The airline has pledged to expedite refunds and offer waivers to affected flyers as it works to restore normalcy to its schedule.
Peak Disruption on Friday
The airline confirmed that it faced the maximum number of flight cancellations on Friday, December 5, 2025. This day marked the peak of the travel chaos, impacting a significant number of passengers across the country's busiest airports. The disruptions were widespread, causing inconvenience to travellers with both domestic and international plans.
Rebooting Systems and Schedules
In its official communication, IndiGo stated that its teams are doing all that is necessary to reboot all their systems and schedules. This indicates that the issues were not merely weather-related but involved core operational and scheduling systems that required a comprehensive restart. The reboot process is aimed at stabilising operations and preventing a recurrence of such large-scale cancellations.
Commitment to Passengers
As a direct response to the crisis, the airline has made two key promises to its customer base. Firstly, it has committed to processing faster refunds for those whose flights were cancelled. Secondly, it is offering waivers to facilitate easier rebooking or changes for impacted passengers. The apology, shared via the airline's official social media channels, is part of a broader effort to manage customer relations and trust in the wake of the event.
The incident highlights the vulnerability of complex airline operations to systemic failures and underscores the importance of robust contingency planning in the aviation sector, especially for a market leader like IndiGo that carries a massive share of India's air traffic.
