The events of December 2nd and 3rd, 2025, constituted a significant disruption for thousands of passengers traveling with IndiGo Airlines, as numerous flights were cancelled or delayed extensively. These incidents were observed at airports in Bhubaneswar, Mumbai, Bengaluru, Ahmedabad, Delhi, and other cities.
The situation at these airports was marked by chaos; there were no adequate seating arrangements, and provisions for food and drinking water were insufficient. Long queues formed for mobile phone charging, with many passengers sitting or lying on the floor; the conditions deteriorated to a level more characteristic of crowded bus stands or railway stations.
Several passengers fell ill due to prolonged delays and mismanagement and required hospitalization. Vulnerable groups such as the elderly, children, and women experienced especially dire circumstances.
Many travellers missed connecting flights, missed important meetings, groom failed to reach wedding venues, room bookings were cancelled, and passengers suffered various financial and psychological losses.
Compounding these difficulties, other airlines exploited the situation by raising fares significantly. For example, the ticket price from Bhubaneswar to Mumbai ranged between Rs. 15,000 and Rs. 48,000, with similar surges observed for other destinations. Taxi services also imposed exorbitant charges, and nearby hotels increased room rates, leaving passengers helpless and vulnerable.
No senior IndiGo Airlines officials were present at the scene; those present often provided false information. For instance, regarding flight number 6E-5127 from Bhubaneswar to Mumbai, scheduled to depart at 9:00 PM on December 2nd, passengers were initially informed of a delay; later, at 11:40 PM, they were told the flight had already departed from Mumbai to Bhubaneswar. Subsequently, at 11:44 PM, the flight was officially cancelled.
Following the cancellation, passengers were offered alternative flights under a “Plan B’ that were unacceptable, such as the refusal to rebook on the scheduled 8:45 AM flight on December 3rd, which appeared to be a measure aimed at maximizing airline profit. Instead, passengers were often offered connecting flights rather than direct options.
Other airlines also exploited the crisis by charging high fares, but those unable to afford such costs relied heavily on IndiGo. Refund processes were delayed, with passengers being informed that their refunds would be credited within six to seven days. A voucher worth Rs. 3,000 was promised for hotel accommodations; however, due to limited availability, only a small number of passengers could access it. Ironically, the voucher was also redeemable for purchasing indigo flight tickets. Passengers endured hours of waiting to collect their luggage and rebook flights.
On December 3rd, flight 6E-6061, scheduled for 4:15 PM, was initially announced at 11:30 AM to be delayed by three hours and twenty-five minutes. It was subsequently cancelled around 1:50 PM, yet passengers were not informed, and the status only reflected it as cancelled online. Additionally, at 3:05 PM, a WhatsApp message indicated that the flight would depart from gate number 5, despite its cancellation. Such instances reflect repeated misinformation provided to passengers.
When passengers attempted to process refunds, their requests were often rejected or delayed until formal complaints were lodged. The question arises whether an apology from IndiGo Airlines can compensate for the mental and financial hardships endured.
The IndiGo Airlines spokesperson rationalized the disruptions by citing minor technical glitches, adverse weather conditions, airport congestion, and the implementation of new crew rostering rules, known as FDTL. This explanation appears insensitive given the hardships faced by passengers and can be perceived as dismissive.
Although the FDTL was introduced in November 2025, the Directorate General of Civil Aviation (DGCA) granted a two-year window for all airlines to implement it. While other airlines complied timely and experienced no issues, IndiGo attempted to avoid implementation through cost-cutting measures over recent years. IndiGo’s claim of ignorance regarding potential disturbances is unfounded.
Between December 2nd and 3rd, approximately 38 flights were cancelled at Delhi airport, including both domestic and international services, with a total exceeding 300 cancellations over the period.
Under current regulations, if a flight is delayed by two hours or more, or if it is rescheduled to depart one hour earlier, passengers are entitled to a full refund or alternative rebooking on the same route subject to availability. However, IndiGo is not liable if a connecting flight is missed.
Passengers face additional hardships at airports, often forced to purchase water, food, or beverages at inflated prices, and fears of blacklisting prevent them from challenging airline staff. In the prevailing situation, it is incumbent upon the government to intervene appropriately. Authorities should enforce regulations to prevent exorbitant fare hikes during crises, improve passenger facilities at airports, and ensure that passenger rights are upheld amidst operational difficulties.
Satish Singh is a Senior Columnist based in Mumbai, and the opinions expressed in the article are personal.
