India's largest airline, IndiGo, has plunged into a major operational crisis, abruptly cancelling more than 500 domestic and international flights. The widespread cancellations, which began on Thursday, have caused severe disruptions at major airports across the country, leaving thousands of passengers stranded and facing significant hardship.
Scale of the Disruption: A Nationwide Snarl
The airline cited "operational disruptions" for the massive schedule collapse. The impact was felt most acutely at the country's busiest airports. On Thursday alone, Delhi's airport saw around 172 flight cancellations. Mumbai followed closely with 118 cancellations, while Bengaluru recorded 100. Other major hubs were also hit hard: Hyderabad (75 cancellations), Kolkata (35), Chennai (26), and Goa (11). In total, over 550 flights were affected, highlighting a problem of national scale.
Airport terminals, particularly in Delhi, Mumbai, and Bengaluru, transformed into scenes of chaos. Passengers reported being unable to access checked-in luggage for over 12 hours, a lack of basic amenities like food and water, and enduring long waits in increasingly crowded areas. Social media platforms were flooded with complaints and images of long queues, reflecting the deep frustration and inconvenience faced by travelers.
IndiGo's Response and Passenger Guidance
In response to the growing outcry, IndiGo issued a public apology on December 4 via a post on X (formerly Twitter). The airline offered a "heartfelt apology" to its customers and stakeholders. It stated that its teams were working diligently with regulatory bodies like the Ministry of Civil Aviation (MOCA), the Directorate General of Civil Aviation (DGCA), and airport operators to minimize the cascading effects and restore normal operations.
The airline strongly advised passengers to check their flight status on the official IndiGo website before heading to the airport. For those already impacted, IndiGo directed them to its "Plan B" facility.
Navigating Plan B: Rebooking and Refunds
Plan B is a dedicated mechanism for passengers on cancelled or significantly rescheduled flights. It allows for free rebooking or a full refund. Passengers can avail themselves of Plan B if their flight is cancelled, advanced by one hour or more, or delayed by two hours or more.
To use Plan B, affected passengers need to visit the "Support" section on IndiGo's website, enter their PNR and email or last name, and then select the option to either change their flight or cancel for a refund. The airline sends notifications about Plan B eligibility via SMS and email to registered contacts.
It is crucial to note that once Plan B is used, any subsequent changes or cancellations will attract charges as per the airline's standard policy. Refunds are typically processed within seven business days. For bookings made through travel agencies, passengers must contact the agency directly for refunds.
What Stranded Passengers Should Do
For travelers caught in this disruption, IndiGo and aviation experts recommend a few key steps:
- Check your flight status online repeatedly before leaving for the airport.
- Arrive at the airport earlier than usual to account for potential long queues.
- Carry essential items like snacks, water, and any necessary medicines.
- Utilize the Plan B facility online for a hassle-free rebooking or refund process instead of waiting in long counter queues.
While IndiGo works to stabilize its schedule, the incident has raised serious questions about operational resilience and passenger communication during large-scale disruptions in India's aviation sector.
