India's largest airline, IndiGo, is facing a severe operational crisis, with more than 1,000 flights cancelled across the country since 2 December. The widespread disruptions have led to significant delays and left hundreds of passengers stranded and frustrated at major airports, including Hyderabad's Rajiv Gandhi International Airport.
Passenger Nightmare at Hyderabad Airport
The situation on the ground has descended into chaos for many travellers. One passenger recounted a particularly distressing experience to ANI. She arrived at the airport around 5 AM for her flight and was informed by IndiGo counter staff that her flight was cancelled. Despite showing her boarding pass, the staff allegedly insisted the flight would not operate and advised her to return home.
"They told me the flight was cancelled when actually it wasn't cancelled. I asked, ‘Are you sure?’ I showed my boarding pass, and they said ‘Yes. Very sure. Your flight is cancelled. Please go back home’," the passenger said.
In a bizarre turn of events, she received a call from the boarding gate around 7 AM, inquiring about her whereabouts as the flight was about to depart. "I said I'd been sent back home by the IndiGo staff. Now, tell me, if they are saying the flight is cancelled, obviously, I will believe, right?" she added, expressing her disbelief.
Airline's Response and Escalating Disruptions
The passenger speculated whether the airline was trying to accommodate passengers from previous disrupted flights or manage overbooking. "I don't know whether they have a sinister plan... I've never heard such a situation ever in my life," she stated, before joining a long queue to seek resolution.
The crisis deepened on 5 December, with IndiGo announcing the cancellation of all its domestic flights departing from Delhi Airport for the day. In an official statement, the airline outlined the support offered to affected customers: "To support our affected customers, we are offering them refreshments, next available flight options as per their preference, hotel accommodation, assistance in retrieving their luggage and full refunds, as applicable."
Reasons and Repercussions
IndiGo has described the flight disruptions as 'unavoidable', attributing them to a combination of factors including technology issues, airport congestion, and operational requirements. The airline's on-time performance plummeted to a mere 8.5% on a recent day, highlighting the scale of the problem.
The carrier has assured that its staff are working diligently to resolve the issues and restore normal operations. It has also stated that affected passengers will be accommodated on alternate flights or provided refunds, apologising for the inconvenience caused to its 'valued customers'.
This massive wave of cancellations and delays raises serious questions about operational resilience and passenger communication protocols within the aviation sector, leaving thousands of travellers in limbo during the busy travel season.
