IndiGo has announced a sweeping relief package for passengers affected by widespread flight cancellations between December 5 and December 15, 2025. The move aims to ease the disruption that has left thousands stranded across major airports.

In a public apology, IndoGo acknowledged a “serious operational crisis” — driven by pilot shortage and regulatory changes — and pledged to offer full refunds, free rescheduling, hotel accommodation, meals, airport lounge access for senior citizens, and surface transport for stranded passengers.

Here's IndiGo's official statement on X .

What went wrong: Why the chaos

The disruption traces back to Directorate General of Civil Aviation (DGCA)’s updated crew duty regulations, which came into force with the second phase on November 1. Under new norms, pilots must have a minimum weekly rest of 48 hours, and nighttime landings are capped at two per week.

While the rules aim to improve safety and prevent pilot fatigue, IndiGo reportedly underestimated its crew requirements. The airline failed to roster sufficient pilots to meet the new duty-rest schedule, leading to an acute shortage of legally deployable crew.

Compounding the problem were technical glitches at some airports — including software and check-in system failures — along with winter weather challenges and heavy airport congestion. The combination led to cascading flight cancellations and severe delays.

What IndiGo is offering: Relief and rescue for stranded passengers

To address the disruption, IndiGo says it will automatically process full refunds to the original mode of payment for all flights cancelled between December 5–15, along with waiving flight cancellation or rescheduling charges.

Passengers who are stranded will be provided hotel accommodation — with thousands of rooms booked across cities — surface transport to and from the hotel, and food or snacks at airports. The airline is also arranging lounge access for senior citizens where possible.

In addition, IndiGo has boosted its customer support capacity, urging affected travellers to use its website or AI assistant (6Eskai) for flight status updates, refunds, or rebookings. It has also asked customers to avoid visiting airports if their flight is already cancelled.

What passengers should know: Rights and next steps

Passengers whose flights are cancelled due to operational reasons are legally entitled to either an alternate flight or a full refund as per DGCA regulations.

In cases where notification of flight cancellation comes late (less than 24 hours to departure) or due to missed connections caused by the airline, additional compensation may apply.

If you are impacted, the simplest way to claim the refund is through IndiGo’s online refund portal. Enter your booking reference or PNR, and choose the refund option. As the airline initiated the cancellation, you should receive the full ticket amount without cancellation fees.

For those needing immediate travel, you may accept an alternate flight if offered, or opt for refund/reschedule as per your convenience. Those stranded overnight should take advantage of the hotel accommodation and airport support provided.

Wider implications: Impact on travellers and aviation industry

Friday saw the worst impact of the disruption, with more than 750 flights being cancelled in a single day. This was a sharp rise from about 550 cancellations recorded on Thursday and just 85 on Wednesday. The hardest hit airports were in Delhi, Mumbai, Bengaluru and Hyderabad, where hundreds of passengers were left stranded and travel schedules were thrown into chaos. In the national capital alone, all 235 of the airline’s scheduled flights were scrapped.

IndiGo, which normally runs close to 2,300 flights daily using a fleet of over 400 aircraft, said the large-scale disruption was triggered by an acute shortage of pilots, made worse by heavy winter-season scheduling pressures.

As a carrier with around 60 percent domestic market share, IndiGo’s disruption has had ripple effects on travel itineraries, connecting flights, and passenger confidence. Thousands of passengers faced long waits, crowded terminals, confusion over rebooking, or sudden cancellations. Elderly travellers, families and business travellers bore the brunt of the chaos. Some may now reconsider last-minute bookings or near-term travel plans.

The crisis also puts pressure on aviation regulators, airports, and competing airlines. Calls have begun for better contingency planning, transparent communication, and more robust staffing strategies to prevent similar breakdowns in future.

Meanwhile, IndiGo’s plan to restore full operations reportedly extends only as far as February 10, 2026. Until then, passengers may continue to face cancellations or delays — especially during peak travel times or adverse weather — unless crew strength and scheduling are significantly ramped up.

For future journeys, travellers might consider booking early, traveling outside peak winter months, or keeping backup plans ready.

As IndiGo works to stabilise operations and restore flight schedules, today’s relief measures offer much-needed support to stranded travellers. That said, for many passengers, these steps come only after unexpected inconvenience, uncertainty and lost time. It remains to be seen whether the airline can rebuild trust and ensure smooth travel over the coming weeks.