Budget airline IndiGo has sincerely apologized to passengers for the serious operational crisis it faced in the last few days. Releasing a video message, IndiGo Chief Executive Officer (CEO) Peter Elbers acknowledged that December 5 was the airline’s ‘worst day’ with over 1,000 flights cancelled, more than half of its daily flights. According to PTI news, Albers said that there could be many reasons for this situation, but the company’s entire focus is on how it responds and minimizes the inconvenience to passengers.
IndiGo’s 3 main steps to deal with the crisis
To bring the situation under control and normalize flights, IndiGo has implemented a three-tier strategy:
Strengthening customer communication and support: Call center capacity has been enhanced and comprehensive and timely updates are being provided to passengers.
Relief to stranded passengers: Immediate assistance is being provided to stranded passengers at major airports. Also, passengers whose flights have been canceled have been advised not to come to the airport to avoid non-essential movement.
Complete Operational Reset: This is the most important step. After initial measures did not yield sufficient improvement, the company initiated a comprehensive process of adjustment of crew members and aircraft to realign operations.
time frame for normalization
CEO Peter Albers hoped that after these strict measures, the number of canceled flights the next day would fall below 1,000. He appreciated the cooperation being received from the Directorate General of Civil Aviation. IndiGo management has expressed confidence that with continued coordination and daily improvements, the airline’s operations will return to normal between December 10 and 15. Overall, this statement from IndiGo makes it clear that the company has accepted the huge inconvenience of the passengers and has given top priority to the normal operation of flights and passenger assistance.
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