Flight Disruptions Emerge
IndiGo faced considerable operational challenges, resulting in a series of flight cancellations. The airline cancelled over 200 flights across multiple
airports, with a notable impact on services from Delhi and Bengaluru. For example, on one particular day, 160 flights were cancelled at these two major airports. The disruptions prompted investigations and raised concerns regarding the airline's operational efficiency. In response, the airline indicated plans to gradually increase flight operations. IndiGo reported operating over 1900 flights daily across 138 destinations. These challenges prompted scrutiny from the Directorate General of Civil Aviation (DGCA) and other regulatory bodies.
DGCA Scrutiny Intensifies
The Directorate General of Civil Aviation (DGCA) took several actions following the flight disruptions. The regulatory body suspended four safety and operational compliance officials due to lapses. Additionally, an 8-member DGCA team was assigned to monitor IndiGo's operations. The DGCA increased its scrutiny of the airline's operations and called for accountability. Further, the CEO of IndiGo, Pieter Elbers, was asked to submit a comprehensive report on the disruptions. The DGCA's focus aimed to ensure that the airline adhered to safety and operational standards during and after the crisis. The regulatory body’s intensified scrutiny was a direct response to the operational issues experienced.
Investigations and Probes
Various investigations and probes were initiated in response to the operational issues. The Competition Commission of India (CCI) started probing whether IndiGo violated competition norms. The CCI initiated its probe without any specific complaints against the airline. Simultaneously, IndiGo's board roped in an external aviation expert to investigate the flight disruptions. There were also demands for investigations into the fare hikes implemented during the crisis. These multiple investigations highlight the severity of the situation and the need for accountability and transparency. The investigations covered aspects ranging from operational failures to potential anti-competitive practices.
Airline's Response and Actions
IndiGo took several steps to manage and mitigate the impact of the disruptions. The airline offered compensation to affected passengers, including vouchers worth ₹10,000 to those severely impacted. IndiGo also stated that it aimed to operate over 1950 flights per day to maintain its network. The airline claimed that operations had stabilized since December 9, with fewer delayed flights. The airline management expressed their intention to gradually scale up flight operations. The airline also faced a nearly ₹59 crore penalty related to Goods and Services Tax (GST) and was contesting the order. These actions reflect the airline's efforts to address the crisis and reassure customers.
Stakeholder Reactions
Various stakeholders responded to the crisis, with different concerns raised. Some political leaders questioned the government's handling of the situation and raised questions about IndiGo's lapses. Veteran pilots expressed concerns about the airline's focus on profits, stating the company had stopped listening to staff. Tourism operators in Kashmir reported a negative impact on tourism due to the disruptions. The reactions from different stakeholders demonstrated how widespread the impact of the flight disruptions was. The responses included calls for regulatory changes and greater airline accountability.
