New Delhi: Facing one of its most challenging operational weeks in recent months, IndiGo CEO Pieter Elbers has openly acknowledged that the airline failed to deliver on its promise of providing a seamless travel experience, amid hundreds of delays and cancellations that have affected passengers nationwide.
In a candid letter addressed to IndiGo employees on Thursday, Elbers said the airline had issued a public apology after operational breakdowns triggered widespread inconvenience, including nearly 300 cancellations in a single day.
“These past few days have been difficult for many of our IndiGo customers and colleagues. We fly close to 380,000 passengers daily, and our commitment is to ensure a smooth experience for each one. Unfortunately, we could not live up to that promise,” Elbers wrote.
Elbers highlighted that a series of interconnected challenges from technical glitches to weather disturbances collectively snowballed into a major operational crisis. A key factor, he said, was the implementation of revised Flight Duty Time Limitations (FDTL) designed to ensure adequate rest for pilots and cabin crew.
“Minor technology issues, sudden schedule adjustments, adverse weather, congestion across the aviation network, and the newly released FDTL norms all combined to create a cascading impact on our system,” he explained.
The CEO assured that IndiGo is working around the clock to stabilize its network and address passenger grievances.
“We feel our customers’ concerns and anxieties just as deeply. Our teams are proactively reaching out to affected passengers and assisting them in every way possible,” he said.
Earlier in the day, airline representatives met officials from the Directorate General of Civil Aviation (DGCA), which has launched an inquiry into the delays and cancellations. Elbers expressed appreciation for airport authorities, regulators, and IndiGo staff for their continued cooperation during the crisis.
Elbers praised frontline workers including pilots, cabin crew, engineers, customer service teams, and airport staff for their relentless efforts to steady operations under pressure.
“Given the size and complexity of our network, disruptions scale up rapidly and require multi-level interventions. Significant work is underway to restore punctuality in the coming days, though the task is challenging,” he wrote.
“We Will Emerge Stronger”
Expressing cautious optimism, Elbers reaffirmed confidence in the airline’s ability to recover from the setback.
“We have faced difficult moments before and turned them into opportunities to show our resilience and unity. This moment will be no different. Together, as one team, we will overcome this challenge and come out stronger,” he said.
IndiGo, India’s largest airline by market share, continues efforts to normalise operations as passengers across major airports await resolution to the ongoing disruptions.