NEW DELHI: IndiGo has released two detailed statements outlining customer support measures and the airline’s operational recovery following the massive disruption that left thousands stranded between December 3 and 5.
In its first statement, titled “With you, all the way,” the airline said its foremost priority remains customer care, confirming that all refunds for cancelled flights have been initiated, with most already reflected in passengers’ accounts.
For bookings made through travel partners, necessary refund actions have also begun, IndiGo said, asking customers who still have pending issues to write to customer.experience@goindigo.in for timely assistance.
IndiGo acknowledged that many passengers travelling on 3, 4 and 5 December were stranded for hours due to severe congestion across several airports.
To address this, the airline announced INR 10,000 travel vouchers for “severely impacted” customers, valid for any IndiGo journey over the next 12 months. This is in addition to compensation mandated under government rules — INR 5,000 to INR 10,000, depending on the flight’s block time, for flights cancelled within 24 hours of departure.
In a separate operational update, IndiGo said its network is now fully connected, with all destinations restored since 8 December and operations stabilised since 9 December.
The carrier reported no same-day cancellations for the last three days, except those caused by weather or other uncontrollable factors. Its On-Time Performance has also returned to “top-tier industry standards.”
According to the airline’s data, IndiGo operated over 1,700 flights on December 8, more than 1,800 on December 9, and over 1,900 on December 10, with an expected 1,950+ flights on December 11 serving nearly 300,000 customers.
The airline said it continues to work with authorities to fully normalize operations, emphasizing its focus on safety, efficiency and customer support.
An IndiGo spokesperson reiterated that the airline remains committed to restoring the seamless travel experience expected by its passengers, promising continued improvement in the days ahead.
