IndiGo says it is “truly sorry” for the cancellation chaos and promises to regain customer trust

IndiGo on Friday issued a detailed public apology to passengers and confirmed complete cancellation of all domestic flights from Delhi Airport (DEL) on December 5, 2025, amid massive operational disruptions across the country. In its apology, IndiGo said: “To all our customers, we are truly sorry and we will proceed with caution. We deeply apologize and understand how difficult the past few days have been for many of you. While this will not be resolved overnight, we assure you that we will do everything we can to assist you in the meantime and get our operations back to normal as soon as possible.”

The airline acknowledged a “serious operational crisis” that has led to widespread cancellations, long airport queues and limited information for passengers. It added that December 5 would see the “highest number of cancellations” as IndiGo undertakes a system restart to stabilize schedules from tomorrow.

IndiGo assured passengers of multiple support measures and stated, “We will ensure that all refunds for your cancellations are automatically processed against your original payment method. Complete waiver of all cancellation/rescheduling requests for bookings made between December 5 and 15, 2025.”

“Thousands of hotel rooms and surface transportation arranged for stranded customers. Food and snacks are provided at airports. Lounge access is arranged for seniors wherever possible. The airline requested passengers not to travel to the airport if their flights are canceled and advised them to use its website and AI assistant for updates, refunds and rebookings,” the airline said.

IndiGo added that it has significantly expanded the capacity of its contact centers to reduce wait times, stating: “We want you to know that you will see incremental progress. We will do everything we can to regain your trust… We cannot lose it at any cost.” Meanwhile, the Directorate General of Civil Aviation (DGCA) appealed to the Airline Pilots’ Association of India (ALPA India) and pilots for cooperation amid the ongoing disruptions.

The DGCA said, “In view of the current disruptions due to M/s IndiGo affecting air travel, with several flights across the country affected due to operational restrictions, unpredictable weather patterns and rising seasonal demand, the aviation sector is experiencing significant stress.”

It noted that over 500 IndiGo flights were delayed or canceled on Friday, causing inconvenience nationwide. “As we approach the fog season, peak holiday season and honeymoon season, it is critical that the industry prepares for even greater operational challenges,” the regulator said, urging full cooperation from the pilot agencies to ensure stable operations and minimize further delays. (ANI)

Published on December 5, 2025