Chaos and frustration gripped major airports across India on Sunday, despite recent regulatory relaxations, as IndiGo's massive operational disruption entered its fifth day. Passengers were left angry, exhausted, and desperate, with scenes of shouting, sobbing, and even climbing over service counters becoming commonplace.
Nationwide Disruption: Flights Cancelled, Passengers Stranded
The scale of the crisis was immense. IndiGo managed to operate only 1,650 flights out of its scheduled 2,300 domestic and international services, meaning a staggering 650 flights were cancelled as the airline attempted to stabilise its network. Major hubs like Hyderabad, Kolkata, and Delhi bore the brunt of the cancellations.
Stranded travellers expressed deep frustration over the lack of information and alternatives. Pravita Hari, a passenger at Thiruvananthapuram airport, highlighted the personal toll. "I am a working woman in the IT industry. I have a return flight ticket, but my hours will suffer. Those with medical emergencies or urgent work are severely affected," she told ANI, criticising the lack of options to book on other airlines.
The desperation was palpable on the ground. In Lucknow, scuffles broke out among passengers. At Mumbai's Chhatrapati Shivaji Maharaj International Airport, heated arguments with IndiGo staff erupted. In Ahmedabad, long queues snaked through Sardar Vallabhbhai Patel International Airport, with one passenger visibly in tears. Arnav, a traveller in Guwahati whose flight to Kolkata was cancelled, summed up the ordeal: "IndiGo operations are almost shut. Other airlines have limited, costly flights. I had to take leave from my office... Several passengers are facing a similar problem."
Logistical Nightmare: Luggage Piles Up, DGCA Steps In
The flight cancellations triggered a parallel logistical breakdown. Hundreds of bags were left piled up and unclaimed at multiple airports. Many passengers alleged that IndiGo had still not returned their luggage, leaving them without belongings and viable travel alternatives.
The disruption was most severe at key airports:
- Hyderabad (RGIA): 115 flights cancelled (54 arrivals, 61 departures)
- Delhi Airport: 109 flights cancelled (59 departures, 50 arrivals)
- Kolkata Airport: 76 flights affected (53 departures, 23 arrivals)
- Overall, one-third of IndiGo's total schedule stood cancelled.
With airfares on other carriers surging due to sudden demand, the government intervened to cap ticket prices on affected routes between Rs 7,500 and Rs 18,000, depending on distance.
The root cause of the crisis traces back to last week, when IndiGo faced a sudden pilot and crew shortage following the implementation of revised Flight Duty Time Limitations (FDTL) norms issued by the Directorate General of Civil Aviation (DGCA). The new rules, with reduced night-duty limits and mandatory rest hours, left the airline unable to roster sufficient crew.
Regulatory Action and IndiGo's Road to Recovery
Taking a stern view, the DGCA has issued show-cause notices to IndiGo CEO Pieter Elbers and the airline's Accountable Manager. The regulator pointed to "significant lapses in planning, oversight, and resource management" and prima facie non-compliance with crew duty regulations. Union Minister of State for Civil Aviation Murlidhar Mohol stated the government is monitoring closely, with strict action to follow. Sources indicate Parliament's Transport, Tourism & Culture Committee may summon IndiGo officials.
IndiGo claims it is on a path to recovery, citing "progressive improvement." The airline stated that cancellations are now being made earlier to inform customers timely. Operations showed some sign of bounce-back, from just over 700 flights on Saturday to 1,650 on Sunday, with on-time performance reportedly rising to 75% from 30%.
The airline said refund and baggage processes are in "full action" and expects network stability by December 10, with a buffer until December 15. An IndiGo spokesperson expressed gratitude for customer patience and employee efforts, confirming a Crisis Management Group has been active and the Board fully briefed.
