Government Launches Inquiry into IndiGo Flight Disruptions

New Delhi’s civil aviation authorities have initiated an inquiry following significant disruptions in IndiGo’s operations that resulted in widespread flight cancellations and baggage delays. The government’s investigation aims to determine the underlying causes of the chaos, affecting thousands of passengers across the country. Civil Aviation Secretary Samir Kumar Sinha announced that the inquiry will take approximately 15 days to conclude, with findings expected to inform future preventive measures.

Sinha emphasized the importance of this investigation during a press briefing at Delhi Airport, stating, “We have already ordered an inquiry. A detailed inquiry is going to take place in the next 15 days or so.” The government is keen to understand the internal breakdown within IndiGo that led to the crisis, as well as to ensure such disruptions do not recur.

The airline’s senior management has been directed to clarify the operational lapses that contributed to the turmoil. According to Sinha, IndiGo managed to operate over 1,800 flights on the Monday following the disruptions, marking a return to near-normal flight operations. Other airlines, including Akasa, Air India Express, Air India, and SpiceJet, also reported full schedules during this period.

As part of recovery efforts, Sinha noted that nearly 90 percent of delayed baggage had been delivered, and all refunds for cancelled flights had been processed. “I think all 100% refunds have already been completed,” he stated, reassuring affected passengers.

Internal Issues Identified as Cause of Disruptions

Union Civil Aviation Minister Ram Mohan Naidu Kinjarapu addressed the Rajya Sabha, attributing the disruptions to issues within IndiGo’s management systems. He highlighted that the problems stemmed from “crew rostering and internal operational planning,” emphasizing that safety protocols, including Flight Time Limitations (FTTL) guidelines, must be adhered to at all times.

Kinjarapu confirmed that over 500,000 Passenger Name Record (PNR) cancellations were logged during the disruption. He assured Parliament that strict Civil Aviation Requirements (CARs) are enforced, mandating compliance from all airline operators. The government has engaged with various stakeholders and is closely monitoring adherence to these regulations.

In response to concerns regarding ticket prices during the crisis, the government reiterated the implementation of fare caps. Domestic fares are restricted to ₹7,500 for flights under 500 kilometres and ₹18,000 for those exceeding 1,500 kilometres.

IndiGo’s Recovery and Regulatory Response

IndiGo, India’s largest airline by market share, announced that it has processed refunds amounting to ₹827 crore. The airline reported the return of over 4,500 bags to passengers, with all remaining bags expected to be delivered within 36 hours. Additionally, IndiGo provided support to more than 200,000 customers daily through its communication channels and arranged accommodations and transport for stranded passengers between December 1 and 7.

The Directorate General of Civil Aviation (DGCA) has granted IndiGo’s Accountable Manager and CEO a one-time extension of 24 hours to respond to a Show Cause Notice issued on December 6. The airline explained that the extensive nature of its nationwide operations and various operational factors contributed to the challenges in providing an immediate response.

The Ministry of Civil Aviation has taken “rapid and decisive” actions to manage the aftermath of the disruptions and restore smooth air travel across the country. Officials report that operations are stabilising, prioritizing passenger safety and comfort as the investigation continues.