A tense scene unfolded at Mumbai Airport when a frustrated passenger climbed over the airline counters and yelled for answers after enduring hours of waiting.
Chaos erupted at major Indian airports on Friday due to continuous disruptions to IndiGo flights, leading to scenes of frustration, tears, and heated arguments, even as the airline insisted it was working to stabilize operations.
At Mumbai airport, tempers flared when a passenger, after waiting for hours, climbed onto the airline counter and began shouting.
This occurred despite IndiGo’s claims that alternative flights, refunds, and accommodation were being arranged. Long queues, conflicting information, and mounting fatigue painted a different picture altogether.
Amidst the chaos at the airport due to Indigo flight cancellations, the government on Friday took swift action and rolled back a crucial clause of the recently implemented Flight Duty Time Limitation (FDTL) rules.
The withdrawn clause, which was part of the first phase implemented on July 1, mandated that weekly rest periods could not be substituted with leave. Airlines had stated that this rule had reduced crew availability.
The regulator has also granted a temporary exemption for night operations until February 10, but with strict conditions. IndiGo and other airlines will be reviewed every two weeks and will have to submit a 30-day plan detailing how they will move towards “full compliance” with the FDTL framework after the exemption period ends.
Disruption at airports
A visibly distressed passenger at Mumbai airport recounted her ordeal: “They told me my flight was cancelled and promised me a new ticket or a refund. I opted for a refund. Instead, they gave me another ticket, which was also cancelled.”
“Then a third ticket with no amenities. We have been here for 17 hours… Two tickets have been cancelled, and now the third ticket has also been cancelled,” she added.
In Ahmedabad, a woman was left stranded at Sardar Vallabhbhai Patel International Airport as passengers faced another round of sudden flight cancellations. Long queues formed at the terminal as stranded passengers searched for answers.
Back in Mumbai, tensions rose further. Videos showed heated arguments between staff and stranded passengers, who accused the airline of mismanagement and poor communication in what turned out to be one of the biggest operational meltdowns in IndiGo’s history.
Response from IndiGo’s CEO
IndiGo CEO Pieter Elbers issued his first public statement, acknowledging the extent of the disruption and warning that full normalcy could take up to 10 days, contradicting the center’s earlier assessment that flights would stabilize by Saturday and fully restore by Monday.
Elbers admitted that more than 1,000 flights were cancelled on Friday alone, the worst day of disruptions so far. We have experienced severe operational disruptions in the last few days… Yesterday, December 5, was the worst affected, with more than a thousand flights cancelled.
He urged passengers not to rush to the airport for cancelled flights to avoid further congestion. The CEO blamed the slowdown on a reboot of IndiGo’s operational systems, which had caused widespread disruptions.
Government Responds to the IndiGo Breakdown
Meanwhile, the civil aviation ministry has ordered a high-level inquiry into the disruptions, aimed at identifying gaps in accountability and recommending measures to avoid such crises in the future.
A 24×7 control room has been set up to coordinate efforts to restore stability at the airport and monitor updates. But for thousands of passengers stranded at terminals across the country, Friday was defined by tears, frazzled nerves, and a desperate search for information.
