"Back to business." Indigo. Photo: Shutterstock After a tense period in which the Indian airline Indigo experienced one of the largest operational crises in its history , with hundreds of cancellations, heavy delays, and widespread frustration among passengers, the company is now (December 7) issuing its first official update with an optimistic message: most of the company's operations have already returned to normal, and the recovery is occurring at a faster pace than expected.
Performance figures show the company is improving dramatically: the on-time rate has risen to 75%, after dipping to just 30% the previous day. This is a clear indication that the schedule realignment is starting to work.
As a gesture to passengers affected by the crisis, the company is announcing significant relief: anyone who booked flights by December 15 can cancel or change flights without penalty.
In addition, refund and baggage handling processes are fully operational after severe delays in recent times.
During November and December, the company entered an operational spiral that included: higher than usual order loads, partial availability of aircraft due to maintenance work, technical malfunctions in operating systems, disruptions in schedules that led to consecutive cancellations, an acute customer service crisis with unusual waiting times, and thousands of passengers who were affected by flights that were diverted, delayed, or canceled.
Now, for the first time since the crisis began, the company is presenting data that suggests a slowdown and even a new path.
In its official announcement, the company said it was working nonstop to restore full service as soon as possible while thanking passengers for their patience and understanding during the challenging weeks.
Is this really a sign of stabilization? It seems so, at least based on the data the company is currently presenting.