Flight Cancellations Surge
The aviation industry faced a major disruption due to IndiGo's widespread flight cancellations. Numerous flights were grounded across various airports,
including significant disruptions at Kolkata Airport, where 76 flights were canceled. The airline reported that approximately 500 flights were canceled in total, impacting 137 out of 138 destinations. Mumbai and Hyderabad experienced the second-highest number of cancellations. The situation triggered significant passenger frustration, leading to stranded travelers at airports such as Pune, Guwahati, and Chennai. The disruptions also sparked criticism regarding potential issues within the aviation sector, with some leaders suggesting that such problems are a consequence of structural deficiencies built up over years. The airline has stated it has refunded INR 827 crores, with more refunds in process, and that they were prepared to operate over 1,800 flights.
Regulatory & Airline Responses
Following the disruptions, the Directorate General of Civil Aviation (DGCA) extended a 24-hour extension for IndiGo and initiated an inquiry into the cancellations. The DGCA also issued show cause notices to the CEO and COO of IndiGo, requiring their responses. A panel was formed to investigate the disruptions, and was likely to summon the CEO and COO. The Ministry of Civil Aviation stated that it was taking action to address the situation. IndiGo announced its commitment to conduct a root cause analysis to understand the reasons behind the cancellations. The airline also aimed to improve its on-time performance, which had reached 91%. The airline stated that it was working towards getting back to its original schedule step by step. Furthermore, the Ministry reported that nearly 6 lakh Passenger Name Records (PNRs) were canceled and refunded, and that either 4,500 or 9,000 bags had been returned.
Passenger Impact & Concerns
Passengers faced numerous challenges because of the flight disruptions. Many travelers reported significant delays in receiving refunds, with some still pending. At Guwahati Airport, passengers were left stranded, and some faced issues with rescheduling. There was widespread criticism regarding the lack of support and communication provided to passengers. Some reports detailed that the cancellations were not just about one airline’s failure, but about the behaviors and systems that travelers encountered. Political leaders and consumer groups voiced concerns about the situation. One CPI MP called for passenger protection against predatory pricing. The airline's operations were criticized for not meeting passenger expectations and failing to fulfill their responsibilities. Passengers' experiences highlighted the need for improved systems and better communication during such disruptions. There was also discussion about how the aviation sector's monopoly can be dangerous, with one Congress leader suggesting that IndiGo be split into two entities.
