NATIONAL: IndiGo to Refund ₹827 Crore to Passengers
Operational Overhaul Under Scrutiny
India’s largest carrier, IndiGo, grapples with a week-long meltdown that grounded thousands of flights, stranding passengers and spiking fares nationwide.
The crisis, sparked by crew shortages and new pilot rest rules effective November 2025, has drawn sharp regulatory fire.
Civil Aviation Minister Ram Mohan Naidu Kinjarapu convened urgent meetings, capping domestic fares between Rs 7,500 and Rs 18,000 to curb profiteering by rivals.
This turmoil echoes broader aviation strains, where one airline’s stumble ripples through the sector.
Yet, as operations inch toward normalcy, the focus shifts to accountability and relief for those left in limbo.
Refund Rollout Hits Key Milestones
The Ministry of Civil Aviation reports IndiGo has disbursed Rs.827 crore in refunds for 9,55,591 cancelled tickets from November 21 to December 7.
In the latest surge, 5,86,705 bookings from December 1 to 7 fetched Rs.570 crore back to passengers’ accounts.
All pending payouts must clear by December 15, a deadline extended from an initial December 7 cutoff amid the backlog.
Passengers like those in wedding-season scrambles or business travelers face not just financial hits but emotional tolls from disrupted plans.
IndiGo promises automatic credits to original payment modes within 5-7 days, with full waivers on rescheduling fees until mid-December.
Baggage Backlog Nears Resolution
Around 9,000 bags sit unclaimed at airports, a painful reminder of the human side to this fiasco.
IndiGo has reunited 4,500 with owners, targeting delivery of the rest within 36 hours.
Dedicated teams at hubs like Delhi and Bengaluru coordinate logistics, notifying via SMS and app alerts.
These lost items, from holiday gifts to work essentials, amplify the frustration.
The airline’s commitment here signals a pivot from crisis containment to customer care, though delays persist in high-traffic zones.
Crisis Team Steps In
InterGlobe Aviation, IndiGo’s parent, formed a Crisis Management Group on December 4 following a board huddle.
Led by Chairman Vikram Singh Mehta and including CEO Pieter Elbers, the panel meets daily to track network recovery, refund flows, and baggage returns.
Their mandate: full operational integrity by December 10, with over 1,800 flights planned for today across 137 destinations.
This high-level intervention underscores the stakes, blending internal fixes with government oversight.
As cancellations dip below 500, the group eyes long-term safeguards against similar shocks.
Path Forward Amid Probes
The Directorate General of Civil Aviation issued show-cause notices to Elbers and operations head Isidro Porqueras, probing lapses in planning and compliance.
A high-level inquiry looms, potentially reshaping IndiGo’s dominance in a market it holds over 60% share. Meanwhile, special trains fill gaps, and rivals like Air India absorb overflow.
For everyday flyers, this saga highlights the fragility of air travel in a booming economy. Stability can’t come soon enough, but these steps offer a glimmer of restored trust.