IndiGo submitted a detailed and confidential response to the government as it continues to battle its worst operational crisis in years, with more than 2,000 flights cancelled since December 3. The Ministry of Civil Aviation (MoCA) and the Directorate General of Civil Aviation (DGCA) are now examining the airline’s submission as part of a wider investigation into the nationwide aviation disruption.
In its letter, IndiGo issued a strong apology, saying it is “profusely apologetic” and regrets the severe inconvenience caused to passengers. The airline described the collapse as the result of a “compounding effect of multiple factors” rather than a single failure. It said the scale and complexity of its operations make it difficult to identify one root cause at this stage and requested more time to complete a full Root Cause Analysis (RCA), arguing that DGCA regulations allow up to 15 days to respond to such notices.
The airline cited several preliminary triggers that collectively caused the crisis: minor technical issues, schedule adjustments due to the winter timetable, weather-related delays, congested airports and airspace, and the rollout of new Flight Duty Time Limitation (FDTL) rules. IndiGo noted that it had previously warned the DGCA about challenges in meeting the updated rostering requirements and sought temporary relief.
As these stress factors piled up, IndiGo’s on-time performance fell sharply, pilots became unavailable in large numbers, and large-scale cancellations followed.
Amid continuing passenger distress, the government is now directly monitoring IndiGo’s operations. Senior aviation officials have been instructed to conduct in-person checks at airports to review flight handling, passenger assistance, and baggage management. The DGCA has also set up a high-level four-member committee to examine crew scheduling, manpower planning, and compliance with FDTL rules. The findings must be submitted within 15 days. IndiGo CEO Pieter Elbers and senior management have been summoned to explain the failure.
Although the airline operated 1,500 flights on Saturday and 1,650 on Sunday—reconnecting most destinations—authorities say full normalcy has not yet been restored. The ministry has pressed IndiGo to expedite refunds and deploy additional support teams for affected passengers. Officials say more than ₹610 crore has already been refunded, with options for rebooking and on-ground assistance in place.
Civil Aviation Minister Ram Mohan Naidu told Parliament that despite repeated clarifications, IndiGo “failed to maintain their roster,” triggering the system-wide breakdown. The airline’s board has been involved since the first day of the crisis, underscoring the gravity of the situation and the urgent effort underway to stabilise operations.
