IndiGo on Friday issued a lengthy and public apology to passengers and confirmed the day-long cancellation of all domestic flights from Delhi Airport (DEL) on December 5, 2025 due to massive operational disruptions across the country. In its apology, IndiGo said: “To each and every one of our customers – we are truly sorry and will look into this. We deeply apologize and understand how difficult the last few days have been for many of you. While this cannot be resolved overnight, we assure you that in the meantime we will do everything in our power to help you and get our operations back to normal as quickly as possible.”
The airline acknowledged a “serious operational crisis” that had resulted in widespread cancellations, long queues at the airport and limited information for passengers. It added that December 5 will see the “highest number of cancellations” as IndiGo is conducting a system reboot from tomorrow to stabilize flight schedules.
Assuring several support measures to passengers, IndiGo said, “We will ensure that all refunds for your cancellations will be processed automatically through your original mode of payment. Complete waiver of all cancellation/postponement requests for bookings made between December 5th – 15th, 2025.”
“Thousands of hotel rooms and ground transportation have been arranged for stranded customers. Food and snacks are being provided at airports. Lounge access for senior citizens is being arranged wherever possible. The airline urged passengers to avoid traveling to the airport if their flight is canceled and advised them to use its website and AI assistant for updates, refunds and rebookings,” the airline said.
IndiGo added that it has significantly expanded its contact center capacity to reduce wait times, saying: “We want you to know that you will see gradual progress. We will do everything we can to regain your trust… We cannot lose it at any cost.” Meanwhile, the Directorate General of Civil Aviation (DGCA) appealed to the Airline Pilots’ Association of India (ALPA India) and pilots to cooperate in view of the ongoing disruptions.
The DGCA said, “With the current disruptions due to M/s IndiGo affecting air traffic and several flights across the country affected due to operational restrictions, unpredictable weather conditions and increasing seasonal demand, the aviation sector is facing significant stress.”
It was learned that over 500 IndiGo flights were delayed or canceled on Friday, causing inconvenience across the country. “As we approach the fog season, peak holiday season and honeymoon period, it is critical that the industry prepares for even greater operational challenges,” the regulator said, urging full cooperation from the pilot panels to ensure stable operations and minimize further delays. (ANI)
Published on December 5, 2025