For a fourth consecutive day, operational disruptions at budget carrier IndiGo have plunged air travel into chaos, leaving a trail of frustrated and exhausted passengers at airports across the country. The epicenter of the crisis has been Bengaluru's Kempegowda International Airport (KIA), where flyers, including young children and senior citizens, have been forced to sleep on terminal floors as delays cascaded into outright cancellations.
Passengers Describe Scenes of Exhaustion and Confusion
Travelers have taken to social media and shared harrowing accounts with ground staff, describing a complete breakdown in communication and customer service. Many recounted how initial flight delays, with little to no information from airline officials, eventually turned into last-minute cancellations. The most affected were those with connecting flights or international itineraries.
A critical point of contention has been the airline's handling of mandatory hotel accommodations. As per Directorate General of Civil Aviation (DGCA) norms, airlines are required to provide alternate flights or hotel stays and meals for cancellations that are within their control. However, numerous passengers reported receiving little to no clarity from IndiGo staff about their eligibility for hotels or the process to claim it, forcing many to fend for themselves inside the airport terminal.
Systemic Disruption Leaves Flyers in the Lurch
The disruptions, which began earlier this week, appear to be systemic, affecting multiple routes. While the airline has cited "operational reasons" for the cancellations and delays, the extended nature of the crisis—stretching past 96 hours as of 05 December 2025—points to deeper logistical or resource-related issues. The lack of a clear, proactive communication channel has exacerbated passenger suffering.
Visuals from KIA showed families with infants and elderly individuals making makeshift beds on baggage carousels and chairs. With food vouchers often not provided or insufficient, and long, chaotic queues at help desks, the airport scene turned dire for many. The human cost of the operational failure became starkly visible.
What Lies Ahead for Affected Travelers?
As the situation enters its fourth day, the primary demands from passengers remain unmet: timely information, assured accommodation or rebooking on alternate flights without extra cost, and proper refunds where applicable. The incident raises serious questions about contingency planning and passenger rights enforcement for India's largest airline by market share.
The ongoing saga at Bengaluru's Kempegowda International Airport serves as a stark reminder of the fragility of air travel systems. It underscores the need for stronger regulatory oversight to ensure airlines adhere to passenger service norms during large-scale disruptions, protecting travelers from being left high and dry.
