Mumbai, Dec 11 : IndiGo chairman Vikram Singh Mehta on Thursday publicly acknowledged the airline’s failure to meet customer expectations during the major flight disruptions between December 3 and 5. Thousands of passengers were stranded, missing family events, business commitments, and medical appointments, while many also faced long delays in baggage delivery. “We are truly, truly sorry,” Mehta stated in a message to passengers.
Mehta explained that the Board initially refrained from issuing statements to allow CEO Pieter Elbers and the operations team to stabilise services. IndiGo now operates over 1,900 flights daily across 138 destinations, with on time performance returning to normal levels.
Independent Experts to Probe Causes
To ensure a comprehensive understanding of the disruption, IndiGo’s Board has appointed external specialists to work alongside management. These experts will examine internal operational challenges and external pressures, including minor technical issues, winter schedule adjustments, congestion in the aviation system, bad weather, and new crew rostering rules. Mehta stressed that safety was never compromised and denied any allegations that the airline engineered the crisis or attempted to influence government regulations.
Passenger Support and Refunds
The airline has processed refunds worth several hundred crores and provided accommodation and alternate travel options to affected passengers. Outstanding baggage is being delivered, and the Crisis Management Group continues to meet daily to monitor operations.
Mehta acknowledged both fair and unfair criticism, accepting responsibility for disappointing passengers and committing to corrective measures to prevent future disruptions.