India’s largest airline, IndiGo, is caught in the middle of a severe operational collapse that has left passengers across the country angry, confused and stranded. The crisis, now stretching into its fifth straight day, has forced the aviation regulator to step in and hold the top leadership personally accountable.
On Saturday, the Directorate General of Civil Aviation (DGCA) issued a show-cause notice to IndiGo CEO Pieter Elbers, blaming the airline’s management failures for the meltdown that triggered hundreds of cancellations and widespread chaos at airports.
Why DGCA Issued Show-Cause Notice To IndiGo?
In the strongly worded notice, the DGCA said it had ‘observed massive disruptions’ in IndiGo’s scheduled operations, causing ‘severe inconvenience, hardship and distress’ to passengers.
According to the regulator, the heart of the problem was IndiGo’s inability to adjust its operations in time for the newly approved Flight Duty Time Limitation (FDTL) norms rules that regulate how long pilots and crew can work.
IndiGo, despite having prior approval and several reminders, reportedly failed to make the staffing and roster changes needed for a smooth transition. This led to:
- widespread delays
- last-minute cancellations
- crew shortages
- chaotic communication
- a chain reaction across the network
The regulator told Elbers that, as CEO, he failed to ensure proper planning and availability of resources. The DGCA has given him 24 hours to respond, warning that failure to do so will invite strict action.
Sources in the government say that even removal of the CEO is being considered.
Civil Aviation Ministry Steps In
As the crisis deepened, the Civil Aviation Ministry called IndiGo officials for a high-level meeting. According to sources, government officials did not mince words and criticised the airline for poor staffing decisions, weak internal planning and what they called “pathetic communication” with passengers.
During the meeting, the government gave several clear instructions:
- Deliver all pending baggage within 48 hours
- Charge zero rescheduling fees for affected passengers
- Clear all pending refunds by 8 pm the next day
- Improve communication with stranded travellers
- Hire more staff immediately
Officials said IndiGo had assured them earlier that it would handle the new FDTL rules smoothly, but it had failed to hire enough pilots and ground staff. High attrition, coupled with slow recruitment, made the situation worse.
The ministry has now ordered fortnightly reviews of IndiGo’s performance and has warned of the ‘toughest possible action’ if things don’t improve soon.
Government Caps Airfares as Prices Shoot Up
With thousands scrambling for alternate flights, airfares on key routes skyrocketed. To protect passengers, the government imposed temporary fare caps on disrupted routes.
The new limits:
- Up to 500 km: Maximum Rs 7,500
- Over 1,500 km: Maximum Rs 18,000
These caps apply to airline websites, apps and travel portals. Business Class and UDAN flights are exempt.
Civil Aviation Minister Ram Mohan Naidu Kinjarapu said airlines must support stranded passengers in every possible way, including offering alternate flights wherever available.
IndiGo On Ground Crisis
IndiGo operates 2,300 flights daily with a fleet of over 400 aircraft. But the last few days have been the toughest in the airline’s history.
On Saturday:
- Mumbai saw 109 cancellations
- Delhi recorded 86 cancellations
- Other major airports also struggled with long queues, crowds and angry passengers
On Friday, the Centre had already put the new FDTL rules on hold and ordered automatic refunds for all cancelled flights but the disruptions continue.
With planning failures, staffing shortages and communication breakdowns piling up, the airline’s problems are expected to stretch on for several more days.
IndiGo, once known for punctuality and smooth operations, now faces one of the biggest challenges in its history and the government has made it clear that accountability begins at the top.
