IndiGo CEO admits airline ‘couldn’t live up to promise’ after nationwide delays

Passengers waiting at Pune airport after their flights got delayed on Thursday. (Express Photo by Arul Horizon)

“Given the size, scale and complexity of our network, these disruptions grow large immediately and require interventions on multiple levels and dimensions. For that a lot of work is being conducted right now. Our immediate goal is to normalise our operations and bring punctuality back on track in the coming days, which is not an easy target. But this is the time for all of us to come together, prove our mettle once again and showcase what IndiGo truly stands for,” Elbers said in a message to IndiGo employees.

The disruption has led to chaos at various Indian airports. Many IndiGo passengers took to social media to express their frustration at long delays and cancellations. Many also complained that they had to take expensive flights with other carriers due to their IndiGo flights getting cancelled or unduly delayed.

“We are feeling our customers’ concern and anxieties just as deeply. We are proactively reaching out to affected customers and helping them in every way possible to ease their discomfort,” the IndiGo CEO said.

Elbers told staff that an accumulation of several operational challenges, including minor technology glitches, schedule changes, adverse weather conditions, heightened congestion in the aviation ecosystem, and the implementation of the new FDTL norms, “compounded negatively to create a cascading impact” on IndiGo’s operations.

Passengers wait outside the Indira Gandhi International Airport in New Delhi, as several Indigo flights were either cancelled or delayed, Thursday, Dec. 4, 2025. (AP Photo)

On Wednesday evening, the airline had issued an apology to passengers, and initiated “calibrated adjustments” to its flight schedule for 48 hours, which involve rescheduling and cancellation of some flights to stabilise operations in line with crew availability. Aviation regulator Directorate General of Civil Aviation (DGCA) said Wednesday that it was investigating the matter, and asked the airline to present the “facts leading to the current situation” and submit mitigation plans.

Although the new FDTL rules apply to all domestic airlines, IndiGo has been the most severely-affected carrier. The factors that have made IndiGo more vulnerable, according to industry sources, include its massive scale of operations, a high-frequency network, significant number of night and wee hour flights, and high aircraft and crew utilisation levels, leaving little elbow room for the airline to manage crew shortages. Also, other Indian carriers are currently operating at lower-than-optimal aircraft utilisation levels due to reasons like delayed new aircraft deliveries and planes grounded for overhaul and refit, lending more flexibility in crew rostering.

The new FDTL rules, under which the mandatory continuous weekly rest period for pilots has been increased to 48 hours from 36, and night landings have been limited to two from six earlier, have hit IndiGo. The new norms have also extended the definition of night hours and capped consecutive night duties to just two days a week, which has also imposed additional constraints on the airline’s operations. The new norms were implemented in two phases—from July 1 and November 1.

Chaos at Pune International Airport caused by nationwide delay in Indigo Flights. Source: shared by flyer. pic.twitter.com/BlxN5Ot1s0

— Express Pune Resident Editor (@ExpressPune) December 4, 2025

These new rules were initially planned to be implemented from June 2024, but faced pushback from IndiGo and other Indian airlines, who sought a staggered rollout over an extended period. The rules were implemented this year by the DGCA following a direction from the Delhi High Court.

While IndiGo managed the new FDTL norms’ first phase—which included longer weekly rest periods for crew—without much impact, the second phase that included a curtailment of crew utilisation levels for the so-called red eye flights has hit IndiGo the hardest. Its aircraft and crew utilisation levels are higher than other Indian carriers and the airline also has more high-volume night-time flights. With its fleet of over 400 aircraft, IndiGo operates over 2,300 flights a day, and follows a lean staffing model. By contrast, the next biggest airline group—Air India—operates less than half the number of flights IndiGo operates.

A few pilot associations have rejected the airline’s explanation and have blamed IndiGo for the disruptions, saying that the carrier was not prepared for the new FDTL rules despite having sufficient notice. Airline Pilots’ Association of India (ALPA) said the flight disruptions reflected a failure of proactive resource planning by dominant airlines, adding that there could be an effort to pressurise the DGCA to dilute the new norms.

The Federation of Indian Pilots (FIP) said that the disruption is a direct consequence of IndiGo’s “prolonged and unorthodox lean manpower strategy across departments, particularly in flight operations”. It also claimed that there are growing concerns that the flight delays and cancellations may be used to “arm-twist regulators” whenever rules do not suit the airlines.