IndiGo’s network ground to a halt in early December. It began with a gush of pilot-rostering problems, which quickly escalated to widespread cancellations and delays across the country.
The apology from the authority
According to the Indian Express, Vikram Singh Mehta, the Chairman and Non-Executive Independent Director of IndiGo, mentioned it as “an unexpected chain of events.” It triggered the meltdown by overlapping minor technical issues, winter-schedule pressures, adverse weather, congested airspace, and newly implemented crew-duty norms that together overpowered the airline’s systems. There were thousands of passengers who were stranded. Several passengers missed their flights, no matter if they were domestic or international. There were many passengers who lost or had delayed baggage or saw their travel plans abruptly derailed. This chaos also led to harsh criticism, with some pointing towards the airline. Many claimed, ‘they had engineered the crisis or compromised on safety.’
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Mea Culpa: A promise to fix things
Vikram Singh Mehta, the chairman and non-executive independent director of IndiGo, finally came forward with a public apology. He mentioned, “We did not meet your expectations … we are truly sorry,” acknowledging the airline had “erred” and that the disturbance was “a blemish on this airline’s pristine, clean record.” The board has made a decision to engage external technical experts, which is a step meant to bring fresh eyes to the crisis. The investigation will take care of every dimension, from crew management, rostering, technical readiness, and scheduling to even external factors like weather and seasonal congestion. Mehta also rejected claims that IndiGo had intentionally planned the crisis or defied safety norms. He urged that the airline be respectful with the updated pilot fatigue and duty-time rules, both in the months of July and November.
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IndiGo’s December crisis showed major cracks in planning and execution. The airline has signalled willingness to own up, investigate deeply, and rebuild. The external audits and tough contemplation may not be enough to restore public trust. The apology has been made, and the investigations have begun, which will reveal whether IndiGo’s reforms can truly take flight.
