Amid widespread disruptions and public frustration over more than a thousand cancelled flights this week, IndiGo has introduced a series of passenger assistance measures, including hotel stays, refunds, and fee waivers, in an effort to stabilise operations and calm escalating unrest across major airports.
Passenger queues stretched through terminals in Delhi, Bengaluru, and Hyderabad on Friday as cancellations peaked and the airline attempted to reset its network. 
The situation intensified in the national capital, where Delhi Airport suspended all IndiGo departures until 23:59, impacting around 235 scheduled flights.
In a public message issued on Friday, IndiGo acknowledged the severity of the crisis, stating, &ldquo;Today should be the day with the highest number of cancellations, as we are doing all that is necessary to reboot operations.&rdquo; 
The airline apologised for the inconvenience and said disruptions would gradually ease from Saturday as operations return to normal.
Relief Measures for Affected Passengers
IndiGo announced several steps to support stranded travellers, including:
Automatic refunds for all cancelled flights.
Full waiver on cancellation and rescheduling charges for travel between December 5 and December 15, 2025.
Thousands of hotel rooms secured in multiple cities.
Ground transport to assist passengers with hotel transfers and alternate flights.
Food and snacks at airports.
Lounge access for senior citizens, wherever possible
The airline said it has significantly increased customer support staff and advised passengers not to visit airports if their flight has already been cancelled. 
IndiGo&rsquo;s AI assistant, 6Eskai, is being used to provide updates and manage rebookings.
These measures, the airline said, are aimed at helping &ldquo;ease congestion and prepare for starting stronger tomorrow.&rdquo;
What Triggered the Crisis
The disruptions are the result of a combination of factors: a shortage of pilots, delays linked to an Airbus A320 software glitch, and stricter implementation of Flight Duty Time Limitations (FDTL), rules designed to ensure adequate crew rest.
The new rest regulations limit late-night operations, hitting IndiGo&rsquo;s red-eye-heavy network particularly hard.
The aviation regulator has since intervened. 
On Friday, the Directorate General of Civil Aviation (DGCA) withdrew a provision that restricted substituting weekly rest with leave, offering airlines greater rostering flexibility and potentially allowing pilots to return to duty sooner.
Path to Recovery
IndiGo urged customer cooperation as it works to restore operations. 
&ldquo;This will not get resolved overnight,&rdquo; the airline said, emphasising efforts &ldquo;to bring our operations back to normal at the earliest.&rdquo;
With tens of thousands of passengers stranded or facing uncertainty, the coming days will determine how quickly India&rsquo;s largest airline can recover from one of its most significant operational breakdowns. 
Travellers have been advised to check flight status before heading to the airport and brace for delays as IndiGo works to regain control of its schedule.

Stranded passengers waiting at crowded airport terminal

IndiGo issues refunds and hotel stays as mass flight cancellations trigger chaos

IndiGo Launches Relief Plan Amid Mass Chaos

IndiGo issues refunds and hotel stays as mass flight cancellations trigger chaos

December 5, 2025 | 21:44 IST