IndiGo Flight Disruptions: A Comprehensive Overview

In early December, IndiGo experienced a significant operational crisis with over 5,000 flights cancelled within the first 10 days, following nearly 900 cancellations in November.

Key Issues and Impact

• Operational Challenges:
  • Crews at wrong stations, misplaced baggage, and pilots without assignments.
  • Communication failures leading to call centers crashing and passenger protests.
• Regulatory Compliance:
  • Failures in pilot rostering and misjudged availability under new DGCA regulations from November 1.
• Pilot Shortages:
  • IndiGo reported a shortage of 65 pilots-in-command and sought exemptions from new rules to stabilize operations.

Passenger Impact and Compensation

• 12.5 lakh passengers affected; ₹1,100 crore issued in refunds.
• ₹10,000 vouchers provided to severely impacted passengers from December 3 to 5.

Historical Context and Regulatory Background

• Flight Duty Time Limitations (FDTL):
  • The ongoing conflict between airlines and pilots on rest and duty hours traces back to revised rules in 2019 reversing pilot-friendly provisions from 2011.
  • 2011 rules emerged after a crash in 2010, emphasizing the impact of fatigue and night flying.
• Revised Norms in 2024:
  • Increased weekly rest and restricted night flying hours, but paused due to airline pushback.
  • Phased enforcement ordered by Delhi High Court from July 2025, with night duties from November 2025.

Industry-Wide Implications

• Cost Controls and Market Share:
  • IndiGo's market share increased from 47% to 65% post-pandemic; however, employee costs decreased from 11% to 8%.
  • Other airlines like Air India and SpiceJet did not suffer similar cancellations due to excess pilot availability.
• Training and Employment Practices:
  • Pilot training costs are high, creating debt pressure, and prompting consideration for regulatory reforms.

Recommendations for Improvement

• Revise Passenger Charter of Rights for better compensation during cancellations and delays.
• Enhance regulatory transparency with detailed policies on delays and cancellations.
• Foster market competition and address operational cost drivers in the airline industry.