IndiGo Airlines Apologises for Cancellations Amid DGCA Inquiry

IndiGo Airlines has issued a formal apology following a series of mass flight cancellations that disrupted travel plans for thousands of passengers across India. The airline's Chief Executive Officer, Pieter Elbers, and Chief Operating Officer, Isidre Porqueras, provided a response to the Directorate General of Civil Aviation (DGCA) after receiving a show-cause notice regarding the incident.

In its statement, the DGCA confirmed receipt of IndiGo's response, which expressed deep regret for the inconvenience caused to customers. The airline attributed the flight disruptions to a "compounding effect of multiple factors," which it described as an "unfortunate and unforeseeable confluence."

According to IndiGo, it is "realistically not possible to pinpoint the exact cause(s)" of the operational failures due to the complexity of its extensive network. However, it did identify several contributing factors, including minor technical issues, schedule changes associated with the onset of the winter travel season, adverse weather conditions, heightened congestion in the aviation system, and the introduction of updated crew rostering regulations under the Flight Duty Time Limitation Phase II.

The airline noted that the DGCA's guidelines permit a fifteen-day period for a response to show-cause notices and requested additional time to conduct a comprehensive Root Cause Analysis (RCA), which will be submitted to the regulator upon completion.

Reports indicate that the DGCA plans to summon IndiGo's top executives as part of its ongoing investigation into the widespread cancellations. This inquiry aims to ascertain the underlying reasons for the disruptions and establish accountability for any lapses in operational planning.

In an internal memo, Elbers acknowledged that IndiGo had fallen short of its commitment to deliver a seamless travel experience for its customers. The airline has foreseen that disruptions may persist for a while longer but has committed to restoring full operational integrity by 10 February 2026.

Passengers affected by cancellations between 3 December and 15 December will also receive refunds as part of IndiGo's customer service efforts.

IndiGo has faced scrutiny not only from regulatory authorities but also from customers left stranded at airports due to these cancellations. The airline is actively working to mitigate the situation and reassure its customers of its dedication to improving service reliability.

The DGCA's investigation and IndiGo's response come at a critical time for the airline, which has been striving to enhance its operational performance amid growing competition in India's aviation market. As the airline navigates through this challenging period, its management is focused on addressing customer grievances and reinstating confidence in its services.