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Stranded passengers and a sector in turmoil
Last week, Manjuri carried her husband's coffin across towns in India's northeast, hoping to board an IndiGo flight to Kolkata for his final rites. Instead, the country's largest airline left her stranded for hours before canceling the flight, one of over 1,000 abrupt cancellations on December 5 that plunged Indian aviation into chaos.
Hundreds of thousands of passengers faced disruptions, missing weddings, funerals, and critical exams as IndiGo, once hailed as India's dependable low-cost carrier, grappled with an operational meltdown. The crisis has eroded its reputation, with experts warning of lasting financial and reputational damage.
Root cause: Failed adaptation to new rest rules
The collapse stems from IndiGo's inability to comply with updated crew-rostering regulations, introduced by India's aviation watchdog nearly two years ago to align with global safety standards. The rules, rolled out in two phases this year, mandate longer rest periods for pilots (48 hours weekly, up from 36) and stricter limits on night landings (two instead of six).
While competitors like Air India claim full compliance, IndiGo admitted it fell short, citing "planning gaps" and "misjudgment." Aviation analyst Mark Martin questioned whether the airline prioritized cost savings over hiring hundreds of additional pilots needed to meet the requirements. "They had months to prepare. Why couldn't IndiGo step up?" he asked.
"Working overtime may be normal for some industries, but aviation is safety-centric. Fatigue is a silent killer-you don't realize its effects until it's too late."
IndiGo pilot (anonymous)
Monopoly's downside: Complacency and cost cuts
IndiGo's dominance-commanding 60% of India's market with 2,000 daily flights-may have bred indifference, suggests GR Gopinath, founder of defunct carrier Air Deccan. In an Economic Times op-ed, he argued that the airline's aggressive expansion, including new international routes, distracted management from "boring" operational details like rest norms.
Moody's Ratings warned that IndiGo's lean operations, efficient in stable times, lacked resilience for regulatory changes. The fallout: 1,600 canceled flights on December 5, a one-time exemption from rest rules until February, and a system-wide reboot that critics say undermines safety.
Regulatory fallout and passenger trust
The Airline Pilots Association of India condemned the exemption in a letter to regulators, calling it a "grave compromise" to public safety. Meanwhile, IndiGo's share price plummeted in Mumbai as investors fretted over revenue losses, refunds, and higher crew costs. Its on-time performance collapsed to 68% in November from 84% in October, per Moody's, while 54% of passengers reported delays in the past year, according to a LocalCircles survey.
India's aviation minister warned of "very strict action" during a parliamentary debate, and the regulator issued a show-cause notice, citing "lapses in planning and oversight." Reports suggest IndiGo may be forced to cut its flight schedule by 5%.
"This is a golden chance for the regulator to make an example of IndiGo. The country is watching."
Ameya Joshi, aviation expert
Rebuilding trust amid rival opportunism
Competitors like Air India and SpiceJet are capitalizing on IndiGo's woes, adding flights to absorb displaced passengers. Martin predicted long-term damage: "IndiGo has shot itself in the foot. Other airlines will poach its passengers."
The crisis may also deter pilot recruitment, compounding staffing shortages. With the regulator's response pending, the airline faces an uphill battle to restore its once-sterling reputation among millions of loyal flyers.
