IndiGo Crisis: CMG Forms as Flights Rebound
IndiGo Crisis: CMG Forms as Flights Rebound
IndiGo forms a Crisis Management Group to fix disruptions as on-time performance rises and refunds progress, while regulators probe root causes.
IndiGo has formed a Crisis Management Group to tackle recent operational upheavals and restore network integrity quickly. The CMG includes Chairman Vikram Singh Mehta, board directors Gregg Saretsky, Mike Whitaker and Amitabh Kant, and Chief Executive Pieter Elbers, reflecting a high-level commitment to stabilise operations across the airline's network. The objective is clear: address cancellations and delays and get flights running more reliably for customers and stakeholders alike.
In a sign of improvement, IndiGo reported that it operated over 1,650 flights on Sunday, up from 1,500 on Saturday. The airline also disclosed that its on-time performance jumped to 75 per cent, a dramatic rebound from 30 per cent just a day earlier. Alongside the flight resumption, refunds and luggage processing are reportedly back to full scale for both direct and indirect bookings, helping to ease passenger frustrations during a turbulent period.
Management said the Crisis Management Group has been meeting regularly and receiving continuous updates from leadership and management teams. There have also been multiple discussions with directors outside the CMG to ensure all angles are covered as the carrier works to restore trust amid ongoing disruption headlines. The airline’s leadership has stressed that rapid, practical steps are being taken to minimize hardships for customers while rebuilding operational integrity across the network.
The disruptions have drawn regulatory attention as well. The Directorate General of Civil Aviation has formed a four-member inquiry panel to determine the causes behind the crisis and to advise on measures to prevent recurrence. Earlier, CEO Pieter Elbers acknowledged that December 5 was the most severely impacted day, with cancellations numbering in the thousands as the reboot of the airline’s systems unfolded. In the meantime, IndiGo has directed management to limit fare volatility for affected passengers and to complete refunds by a firm deadline—while offering to waive rescheduling fees for those disrupted.
Separately, the government and aviation ministry highlighted a strong emphasis on refunds and customer accommodation, including measures to cap airfares and expedite refunds totaling hundreds of crores while addressing baggage issues. IndiGo has also stated that there is no pilot shortage or hiring freeze as it begins a root-cause review in tandem with the DGCA investigation, signaling a comprehensive approach to resolving the disruptions and preventing future recurrence.
Cover image source: ‘Mental harassment because of IndiGo’: MoS Civil Aviation Murlidhar Mohol Speaks on Flight Chaos 🔗
