NEW DELHI: In his first press interaction following the significant flight disruptions that stranded lakhs of passengers in December, IndiGo CEO Pieter Elbers acknowledged that the airline failed its customers for three days but emphasized that this brief period should not overshadow its two-decade legacy of growth and service.
Apology and Acknowledgment of Service Failure
Elbers stated clearly, "We let our customers down on those three days, and we apologise." He addressed the media's observation that disruptions lasted longer, explaining that additional days involved proactive cancellations aimed at managing the situation. "What you reported was proactive cancellations which were taken," he clarified, urging a broader perspective. "We cannot let three days go by, and if you want to make it seven days, define what Indigo has built over 20 years. We have to learn from it."
Recovery and Operational Stabilization
The CEO detailed the airline's swift corrective actions, which led to a stabilization of operations within nine days. "By the fifth day, we began resetting our network. We took deep cuts for the following days and started rebuilding. By the ninth day, operations were stable again," Elbers explained. Efforts included timely passenger notifications, offering alternatives, and rerouting flights. By late December, IndiGo had recovered to carrying nearly 3.7–3.8 lakh passengers daily, matching pre-disruption levels.
Regulatory Action and Impact
Earlier, the Directorate General of Civil Aviation (DGCA) imposed penalties totalling Rs 22.20 crore on IndiGo after an investigation ordered by the Ministry of Civil Aviation. The probe found that between December 3 and 5, 2025, IndiGo had cancelled 2,507 flights and delayed 1,852 others, affecting over three lakh passengers nationwide. This regulatory action underscored the severity of the disruptions but also highlighted the airline's accountability in the incident.
Highlighting India's Aviation Growth and IndiGo's Milestones
Elbers used the opportunity to reflect on India's rapid aviation recovery and IndiGo's substantial achievements. "When much of the world is only slightly above pre-Covid levels, India is far ahead," he noted, marking the airline's 20th anniversary. Key statistics shared include:
- Carrying 124 million passengers in the last year, up from 113 million the previous year.
- Operating over 2,200 daily flights across 141 destinations.
- Maintaining a fleet of 440 aircraft.
- Crossing the $10-billion revenue mark.
These figures position IndiGo as one of the world's seven or eight largest airlines by size, according to Elbers.
Expansion and National Service
Elbers highlighted IndiGo's expansive domestic network, which now serves 96 cities within India, a significant increase from just 21 in 2015. "Today, 90% of India's population lives within 100 km of an airport served by IndiGo. That is how we serve the nation," he asserted, emphasizing the airline's role in connecting the country and supporting its economic potential.
In conclusion, while addressing the recent operational challenges, Elbers reinforced IndiGo's commitment to growth and learning. "We're on a journey to become one of the largest operators in the world and an airline that matches the size, potential, and opportunity of India," he stated, balancing apology with a forward-looking vision for the future.
