IndiGo meltdown deepens: Passengers weep, howl, climb on counters; 650 flights remain cancelled for the day

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Despite the relaxation of Flight Duty Time Limitations (FDTL) rules, chaos continued across major Indian airports on Sunday.

Passengers angry, exhausted and desperate were seen shouting, sobbing and climbing service counters. IndiGo said it managed to operate 1,650 flights out of its 2,300 daily domestic and international services, while 650 flights were cancelled as the airline attempts to stabilise operations after five days of severe disruption.

Passengers across the country continue to face huge delays, cancellations and logistical challenges, with major hubs such as Hyderabad, Kolkata and Delhi the worst affected.

Passengers shouting, sobbing and desperate

Stranded travellers at the airports expressed their frustration over the lack of options.

At Thiruvananthapuram airport, passenger Pravita Hari said she had received a web check-in message at 3 am but still had no clarity.

Speaking to ANI, she said, “I have a return ticket on 21st December…I am a working woman associated with the IT industry.

I have reached here by train, but the return ticket is for a flight.

So, my hours will suffer.

Similarly, those with medical emergencies or some urgent work will be affected.

Trains will take 12-13 hours to reach, however fast it might be.

Ideally, passengers should have been given the alternative to book tickets on another airline,” she said.“My flight’s departure time is 9.50 am.

I am going to Mumbai with IndiGo.

I got the message for web check-in at 3 am.

So, I have to check whether my flight is leaving,” Pravita Hari added.At several airports, frustration spilled over as stranded passengers broke down in tears, shouted at ground staff, and even climbed over service counters in desperation for updates or alternative arrangements.In Lucknow, a scuffle broke out between passengers amid widespread IndiGo cancellations, as seen in a widely circulated video.

In Mumbai, tempers flared at Chhatrapati Shivaji Maharaj International Airport, where passengers were seen arguing heatedly with IndiGo staff at ticket counters.At Ahmedabad’s Sardar Vallabhbhai Patel International Airport, long queues stretched across the terminal, with one passenger visibly in tears as several IndiGo flights were cancelled yet again.In Guwahati, passenger Arnav said his morning flight to Kolkata had been cancelled.

Arnav, a traveler from Kolkata, said, “My flight today has been cancelled, I got the information last evening itself.

I had a flight to Kolkata today at 7.20 am.

I came here to check about the availability of flights.

IndiGo operations are almost shut.

If I go to other counters like Air India, Akasa – they have limited flights and they are really costly. It’s not affordable.

I got a flight for tomorrow.

I am figuring out my stay here.

So, it is becoming a little tough.

I also had to take a leave at my office…Several passengers are facing a similar problem…”

Luggage piled up at multiple airports on Sunday as IndiGo’s mass flight cancellations triggered widespread logistical breakdowns, leaving hundreds of bags stranded and unclaimed.

Several passengers also alleged that IndiGo has still not returned the luggage of thousands of travellers, leaving many with no belongings and no viable alternative travel options.

Where are cancellations the highest?

The disruption has spread across India’s busiest airports.

Overall, one-third of IndiGo’s total schedule stood cancelled.With airfares surging on other airlines, the government has stepped in to cap ticket prices between Rs 7,500 and Rs 18,000, depending on flight distance.

Why did the situation escalate?

Since last week, IndiGo has faced widespread cancellations and delays due to a sudden pilot and crew shortage after the implementation of the revised FDTL norms issued last year by the DGCA.

With reduced pilot night-duty limits and mandatory rest hours, the airline was unable to roster enough crew.This triggered massive queues, stranded passengers and inadequate airport facilities, with many travellers left without timely updates, accommodation or food.

What action has the DGCA taken?

The Director General of Civil Aviation has issued two show-cause notices, one to IndiGo CEO Pieter Elbers, and another to the Accountable Manager, pointing to major planning failures.The notice states that the disruptions reflect “significant lapses in planning, oversight, and resource management” and amount to “prima facie non-compliance” with crew duty regulations.

Union minister of State for Civil Aviation Murlidhar Mohol said the government is monitoring the crisis closely and that strict action will follow after the investigation report.Sources also indicated that Parliament’s Transport, Tourism & Culture Committee may summon IndiGo officials.

Is IndiGo recovering?

The airline says it is seeing “progressive improvement.” In a statement, IndiGo stated, “Following the recent operational disruptions, IndiGo confirms that we are establishing further significant and sustained improvements across our network… cancellations were made at an earlier stage, allowing us to inform our customers timelier.”On Saturday, IndiGo operated just above 700 flights.

By Sunday, operations improved to 1,650 flights, with on-time performance rising to 75% from 30%.Refund and baggage processes are in “full action”, the airline said, adding it expects network stability by December 10, with a buffer window until December 15.An IndiGo spokesperson said, “We are grateful for the patience, trust and understanding shown by our customers and the tireless efforts of our employees and partners.”The airline also said a “Crisis Management Group” has been in place since day one and that the Board has been fully briefed on the extent of the disruption.