NEW DELHI: Following widespread disruptions across its network over the past few days, IndiGo CEO Pieter Elbers has issued an internal memo to employees, acknowledging operational challenges and assuring that the airline is working aggressively to restore normalcy.
The memo, titled “Stronger Together,” addresses the anxiety felt by customers and staff, apologizes for the inconvenience, and outlines steps being taken to stabilize operations.
Elbers said the airline serves nearly 380,000 passengers daily, and the recent disruptions were caused by a combination of technology glitches, schedule changes, adverse weather, congestion in the aviation ecosystem, and new FDTL (Flight Duty Time Limit) norms, which created a cascading operational impact.
“We could not live up to that promise these past days and we have publicly apologized for that,” Elbers stated in the memo, expressing gratitude to Pilots, Cabin Crew, OCC controllers, Engineers, airport staff, and industry partners who are working tirelessly to minimize impact.
Calling for unity, he said IndiGo had previously overcome difficult moments, citing the recent feat of upgrading 200 aircraft in under 24 hours, and expressed confidence in managing the current challenge.
IndiGo says disruptions now under control
IndiGo officials said operations have gradually improved, and only planned cancellations are currently taking place.
The airline confirmed that calibrated schedule adjustments were introduced for 48 hours to contain the disruption and restore stability.
Support measures for passengers
IndiGo said it has implemented multiple passenger-support initiatives, including:
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Booking 3,000 hotel rooms across its network for stranded customers
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Providing all available food and snacks at airports
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Arranging surface transportation for passengers unable to fly
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Offering lounge access for senior citizens wherever supported
“Together, as one team, we will overcome this challenge and emerge even stronger,” Elbers wrote.
With full recovery expected soon, the airline has reaffirmed its commitment to safety, punctuality, and customer service.
