Post by : Rameen Ariff

IndiGo, India’s largest budget airline, has announced a major compensation plan for passengers affected by the widespread flight cancellations and delays that took place in early December. The airline confirmed on Thursday that travellers who were severely impacted by the IndiGo flight cancellations will receive travel vouchers of up to ₹10,000, in addition to refunds mandated by government guidelines.

According to IndiGo, the travel vouchers can be redeemed for any IndiGo journey within the next 12 months. The airline said this offer is meant to acknowledge the inconvenience faced by thousands of passengers during the severe disruption between December 3 and 5, when terminals across multiple airports were crowded with stranded travellers.

Under Indian aviation rules, passengers affected by cancelled flights are entitled to compensation ranging between ₹5,000 and ₹10,000, depending on the flight’s block time. This means many travellers could receive both the government-approved compensation and the airline’s ₹10,000 goodwill voucher.

A spokesperson for IndiGo said the airline is “committed to restoring the experience passengers expect—safe, smooth and reliable.” The statement added that IndiGo is taking corrective measures to improve operations and communication with passengers in the near future.

Refunds Already Reflected in Passenger Accounts

IndiGo confirmed that refunds for cancelled flights have already been processed, with most passengers seeing the amount deposited into their bank accounts. For those who booked through travel portals, refund requests have also been initiated through the respective platforms.

During the three-day disruption, passengers faced hours-long waits, confusion at terminal gates, and complaints of inadequate communication. Many voiced their frustrations on social media, prompting IndiGo to issue a public apology.

The airline, which operates more than 2,000 flights every day, described the beginning of December as an “exceptionally challenging period.” It added that operations are gradually stabilising and efforts are underway to avoid similar issues.

Reason Behind the IndiGo Crisis

Pilot federations in India have blamed IndiGo’s unpreparedness for the government’s updated pilot rest and fatigue regulations, which came into force recently. However, the airline has attributed the crisis to multiple factors including technical issues, weather-related disruptions, winter scheduling changes, airport congestion, and the transition to the new crew rostering system.

In a rare video message, Vikram Singh Mehta, Chairman of InterGlobe Aviation Ltd—the parent company of IndiGo—dismissed allegations that the airline had deliberately created or mishandled the crisis. He rejected claims that IndiGo had attempted to influence government regulations or compromised safety standards.

“This is not an excuse. It is the truth,” Mehta said. “The claims that IndiGo engineered the crisis, tried to influence rules, compromised safety, or that the board was not involved, are incorrect.” He added that the airline followed all pilot fatigue guidelines as they came into effect.

As IndiGo continues to restore its schedule, the airline has assured passengers that steps are being taken to prevent further disruptions and provide clearer communication during operational challenges.

#Global News