As IndiGo battles an unprecedented operational crisis, the airline said its Board of InterGlobe Aviation is doing “everything possible” to ensure refunds for cancelled flights. The parent company has also set up a Crisis Management Group to monitor the situation, PTI reported.The operational crisis that has spanned across the sixth day has prompted both regulatory action and passenger outrage.
Earlier on Saturday, IndiGo cancelled over 800 flights, a day after more than 1,000 were grounded, leaving thousands of travellers without options and triggering soaring airfares across routes.Amid mounting frustration, the Directorate General of Civil Aviation (DGCA) issued show cause notices to IndiGo CEO Pieter Elbers and accountable manager and chief operating officer Isidro Porqueras. The aviation watchdog has demanded responses within 24 hours, citing what it described as systemic failure.According to the notices, the widespread disruption reflects “significant lapses in planning, oversight and resource management.” Addressing Elbers directly, the DGCA stated, “… as the CEO, you are responsible for ensuring effective management of the airline but you have failed in your duty to ensure timely arrangements for conduct of reliable operations and the availability of requisite facilities to the passengers.”The airline’s on-time performance dipped to 3.7% across six metro airports on Friday, according to data from the civil aviation ministry.Authorities have warned that further regulatory action will follow if instructions are ignored. IndiGo has been ordered to process refunds for all cancelled flights by 8 pm on Sunday and to deliver baggage that was separated from passengers within the next two days. The government has also barred airlines from levying rescheduling charges for passengers affected by cancellations and has instructed IndiGo to set up dedicated support and refund facilitation cells.As delays continued, a survey by LocalCircles showed 87% of respondents, all IndiGo passengers, were in favour of invoking the Class Action provision of the Consumer Protection Act, 2019, against the carrier for service deficiencies. A class action allows a group of affected individuals to collectively sue a company in cases such as mismanagement or fraud.The survey followed days of extensive flight cancellations that resulted in thousands of passengers stranded across airports nationwide.IndiGo has said it is working to stabilise operations and assist customers. The airline stated that refunds are being handled on “priority” and added that teams are focused on reducing delays and restoring schedules.
