India's aviation sector is in turmoil as the country's largest carrier, IndiGo, faces a massive operational crisis, leading to widespread flight cancellations, stranded passengers, and skyrocketing ticket prices. The situation reached a boiling point at Mumbai's Chhatrapati Shivaji Maharaj International Airport, where frustrated passengers engaged in heated arguments with airline staff, a scene captured in a viral video.
Airport Chaos and Passenger Anguish
The video, shared by news agency ANI on social media platform X, shows distressed passengers at the IndiGo ticket counter in Mumbai. One passenger highlighted the extreme hardship faced, stating they had been living at the airport for three to four days without proper food. The individual repeatedly demanded to speak with a manager by knocking on the counter's glass window, a request that was denied by staff. This incident is not isolated, as numerous similar videos have surfaced online this week, painting a grim picture of travel disruption across India.
The root cause of the chaos is a severe crew shortage, which has forced IndiGo to cancel hundreds of flights daily for five consecutive days. On Friday, the airline cancelled more than 1,000 flights from various airports nationwide. In response to the escalating crisis, IndiGo's CEO, Pieter Elbers, issued a video apology, acknowledging the "significant inconvenience" caused to passengers. He noted that the airline expected fewer than 1,000 cancellations on the following Saturday, November 6.
Government Steps In with Strict Directives
Amid the mounting passenger complaints, the Ministry of Civil Aviation intervened with a series of strict orders for the airline. The ministry has mandated IndiGo to process all pending refunds by 8:00 pm on Sunday, December 7, 2025. Furthermore, airlines are prohibited from charging any rescheduling fees from passengers affected by these cancellations. The government warned that any delay or failure in the refund process would trigger immediate regulatory action.
To streamline grievance redressal, IndiGo has been directed to set up dedicated support and refund units. These teams are tasked with proactively contacting impacted travellers to ensure swift refunds and alternative travel arrangements, minimizing the need for passengers to make repeated follow-ups. The airline's automatic refund system will remain operational until its schedule stabilizes.
Soaring Airfares and Fare Caps
The cascading effect of the mass cancellations has been a dramatic surge in airfares on other operational flights. In a separate notification issued on Saturday, November 6, the government directed all airlines to strictly adhere to fare caps until the situation normalizes. This directive came after reports of exorbitant ticket prices.
For instance, a one-way, one-stop economy class ticket on a SpiceJet flight from Kolkata to Mumbai for December 6 was priced as high as ₹90,000. Similarly, a comparable Air India ticket for the Mumbai-Bhubaneswar route reached up to ₹84,485. The government's move to enforce fare caps is aimed at preventing airlines from exploiting the supply shortage caused by IndiGo's operational meltdown.
The ongoing crisis has derailed travel plans for thousands, from common citizens to celebrities, and has put a spotlight on the resilience and operational preparedness of India's leading airline. All eyes are now on IndiGo's management and the regulatory authorities to restore normalcy and passenger confidence in the coming days.
