India's largest airline, IndiGo, is facing severe operational turmoil, leading to massive disruptions for air travellers across the country. Over 500 flights were cancelled from major airports on Thursday, December 4, 2025, marking the third consecutive day of chaos. The crisis, stemming from a shortage of available crew following new flight-duty norms, has left hundreds of passengers stranded with minimal information and support, sparking widespread outrage on social media.
Passenger Desperation Goes Viral
The human cost of the disruption was captured in a now-viral video shared by X user Ayush Kuchya on December 3. The clip shows exhausted and anxious passengers waiting for hours without any clear communication from IndiGo staff. In a heart-wrenching moment, one distraught traveller breaks down, pleading, "Someone please tell my boss not to fire me," terrified of losing his job due to the indefinite delay. Kuchya added that his unwell father-in-law was among those stuck, with no idea when they would finally be able to fly.
This video was just the tip of the iceberg. Similar accounts of frustration poured in from airports nationwide. Passengers reported that their repeated attempts to get answers at help desks or boarding gates were futile. Flights were either cancelled at the last minute or delayed endlessly, while several airport display boards misleadingly continued to show them as "on-time."
Nationwide Reports of Mismanagement
The operational failure was not isolated to a single city. From Hyderabad, a user posted footage of a chaotic terminal, blaming "Indigo mismanagement" and stating that proactive communication could have prevented the last-minute "firefighting." In Pune, Dr. Prashant Pansare reported a complete communication breakdown, with no staff visible at the gate. Passengers were left to fend for themselves, even as the display board incorrectly listed the flight as on schedule.
Other troubling stories emerged from the crowd. One flyer was informed by staff that their plane could not depart because "the captain hadn't arrived," while an elderly passenger expressed a loss of trust, stating, "I don't trust them anymore." The chaos followed a difficult Wednesday, where over 100 IndiGo flights were cancelled across key hubs like Delhi, Mumbai, Bengaluru, and Hyderabad.
Airline's Response and the Root Cause
Facing a massive public relations crisis, IndiGo issued a public apology on X late on Thursday. The airline acknowledged the "widespread disruption across IndiGo's network and operations" over the preceding two days and extended a heartfelt apology to impacted customers. The statement added that teams were working diligently with aviation authorities to stabilise operations.
The core of the problem lies in the airline's struggle to secure sufficient crew to operate its flights. This shortage is a direct consequence of the newly implemented flight-duty and rest-period norms for pilots. The airline has been unable to adjust its rosters quickly enough to comply with these regulations, leading to the cascading cancellations that have now stranded passengers for three straight days.
The incident raises serious questions about operational preparedness and passenger communication protocols for India's leading carrier during regulatory transitions.
