IndiGo meltdown: What passengers must do to escape travel chaos

New Delhi: IndiGo Airlines, known for its strong record of punctuality, is currently struggling with widespread cancellations and delays that have continued for a week. The airline has cancelled around 550 flights over the past few days, leading to major disruptions such as overcrowded airports, frustrated passengers, and skyrocketing ticket prices.

Major airports in Delhi, Mumbai, and Bengaluru have witnessed flights being cancelled at unusual hours. The situation has primarily arisen due to a shortage of manpower within the airline. Matters worsened after the implementation of the new Flight Duty Time Limitation (FDTL) rules, which restrict the time pilots and crew can spend in the air. These rules were rolled out in phases following a directive from the Delhi High Court, and it was reported that the airline had not been adhering to the guidelines.

According to reports, IndiGo’s on-time performance (OTP) plunged to 19.7 per cent. In comparison, 65 per cent of IndiGo’s 2,200 flights were delayed on Tuesday, and around 50 per cent were delayed on Monday. This marks a sharp decline from the airline’s punctuality levels of 84.1 per cent in October and 67.7 per cent in November.

The delays and cancellations left many passengers stranded at airports for up to 12 hours. Due to a shortage of seating, some travellers were forced to sit on the floor.

My flight is delayed. What should I do first?

If your flight is delayed, the first thing you should do is check your airline’s app, website, or SMS and email updates for the latest information. Flight delays can change quickly, so it’s important to keep refreshing for real-time updates.

Will the airline give me food or accommodation during a long delay?

Depending on the length of the delay, the airline may provide meals or refreshments if the delay is between two and four hours. For overnight delays, hotel accommodation or reimbursement may be provided. Policies vary by airline, so it is important to check the airline’s terms before assuming coverage.

My flight is cancelled. What are my options?

If your flight is cancelled, you are entitled to either a full refund or a free rebooking on the next available flight to your destination. Some airlines may also allow rebooking on partner airlines during major disruptions, though this depends on the airline’s policy and requires a formal request.

Can I ask to be moved to another airline?

Yes, some airlines allow rebooking on partner or other airlines in cases of major disruption, but this depends on the airline’s policy and requires approval. You should always ask and confirm what options are available.

Will I get compensation?

Compensation depends on the airline’s policy and the cause of the delay or cancellation. Delays caused by weather or other uncontrollable factors typically do not qualify for compensation, while operational issues may make you eligible.

Who should I contact for help?

You should contact the airline’s customer support, visit the airline counter at the airport, or reach out via the airline’s social media handles, which are often the fastest way to get assistance. Keep your booking reference handy for verification.

Should I keep any documents?

Yes, you should retain all relevant documents, including your boarding pass, delay or cancellation notifications, and receipts for any meals or hotel stays. These may be required for refunds or insurance claims.

What if I miss my connecting flight because of a delay?

If all flights are on the same booking, the airline is required to rebook you on another flight to your destination at no additional cost. This ensures you are not penalized for missing connections due to delays.

Can I claim travel insurance?

If your travel insurance policy covers flight disruptions, you may be eligible for compensation for delays, missed connections, hotel stays, and other related costs. Always keep documentation of the disruption and any related expenses.

How can I avoid problems in the future?

To minimize issues in future travels, download the airline app for real-time updates, arrive early at the airport, avoid tight layovers, and choose morning flights whenever possible, as they are less likely to be delayed.

How early should I check the airline website before my flight?

You should check your airline’s website or app at least 24 hours before the scheduled departure and continue monitoring updates regularly for any changes.

Can I get updates via SMS or email?

Yes, most airlines send instant notifications about delays, cancellations, or gate changes via SMS or email. Make sure your contact information is up to date in the booking system to receive these alerts.

What if the airline loses my baggage due to a delay or cancellation?

If your baggage is lost, report it immediately at the airline’s baggage claim counter and retain your baggage tag and boarding pass. Compensation or reimbursement may be provided depending on the airline’s policy.

Are there different rules for domestic and international flights?

Yes, international flights often have stricter rules, longer rebooking procedures, and additional documentation requirements. Always check the airline’s website for country-specific regulations before traveling.

What can I do if customer support is unresponsive?

If customer support is unresponsive, reaching out via social media platforms such as Twitter or Instagram is often effective. You can also escalate your case through official consumer grievance portals or aviation regulatory authorities if necessary.

Who owns IndiGo?

IndiGo is owned by InterGlobe Aviation Limited, which was co-founded by Rahul Bhatia and Rakesh Gangwal.

Rahul Bhatia’s InterGlobe Group remains the largest shareholder, while Gangwal has gradually reduced his stake in recent years.