IndiGo stabilizes operations, CEO says as refunds roll out

Mumbai: Crisis-hit IndiGo on Tuesday said it has stabilised operations and is addressing customer needs. In a video message, IndiGo CEO Peter Elbers said lakhs of customers whose flights were cancelled or delayed have already received full refunds, and the process continues daily.

“IndiGo is back on its feet, and our operations are stable. We let customers down during a major operational disruption, and we are sorry,” Elbers said.

He said the airline earlier targeted normalisation between December 10 and 15, but confirmed that operations stabilised as of December 9. Flights now showing on the website will operate under an adjusted network.

Elbers said the airline first focused on safely moving stranded and delayed passengers to their destinations or back home. It then started the refund process.

He said IndiGo restored its network and flights on a “war footing”. “On December 5, we operated 700 flights. We increased to 1,500 on December 6, 1,650 on December 7, and over 1,800 flights on Monday and Tuesday,” he said.

As of Monday, the airline resumed services to all 138 destinations in its network. Elbers said IndiGo’s on-time performance has returned to normal.

He did not comment on compensation for passengers affected by last-minute cancellations and long delays. Under Civil Aviation Ministry passenger charter, airlines must provide compensation if they fail to inform passengers at least two weeks before departure.

Elbers said most delayed bags have been delivered, and teams are working to deliver the remaining ones. He said the airline continues to process refunds daily and respond to customer needs.