India’s largest airline, IndiGo, has found itself at the center of a nationwide travel crisis this December, as mass flight cancellations upended plans for thousands of passengers—including prominent public figures like Bollywood veteran Anupam Kher. The scale of disruption, which peaked in early December 2025, has prompted the airline to announce over ₹500 crore in compensation for those most severely affected, marking one of the largest customer redressal efforts in Indian aviation history, according to iNews.
The trouble began in the first week of December, when operational challenges—primarily related to new pilot duty time regulations—forced IndiGo to cancel hundreds of flights across the country. The impact was immediate and widespread: airports became crowded with stranded travelers, and social media filled with stories of missed connections, important events, and family reunions gone awry. December 5, 2025, stood out as the worst day, with the highest number of cancellations, effectively serving as a “reboot” for the airline’s operations, as reported by multiple outlets.
Among those caught in the chaos was Anupam Kher, who was en route to the Khajuraho International Film Festival. Kher’s connecting flight from Varanasi to Khajuraho was unexpectedly cancelled. Undeterred, he shared a light-hearted post on X (formerly Twitter), writing, “FLIGHT CANCELED! My Grandfather used to say, ‘Don’t go through a problem twice! Once by thinking about it, and once by going through it!’ Came to #Varanasi by @IndiGo6E! Was to take a connecting flight to #Khajuraho which got cancelled! Frustrating! But decided to make the best of it! So will have some nice kachori/chaat/gulab jamun. And also will pray at #Vishwanath ji temple! Har Har Mahadev!”
Fans responded with empathy and amusement, while IndiGo replied with a note of regret and respect: “Dear Anupam Sir, we truly regret that your onward journey did not go as planned today. The severe fog and weather disruptions in the morning today across Varanasi and some other airports in Northern India had an impact on multiple flights across the network, which unfortunately led to the cancellation of your Varanasi–Khajuraho sector...We are deeply touched by your empathetic perspective and calmness of spirit, which truly reflect your positive outlook towards life. Respect!”
While Kher considered taking a train to the festival—where his film ‘Tanvi The Great’ was scheduled to screen from December 16 to 22—his predicament was emblematic of the broader struggle facing travelers nationwide. Dense fog and adverse weather compounded the operational difficulties, especially in northern India. On December 15, more than 100 IndiGo flights departing from Delhi’s Indira Gandhi International Airport were cancelled due to poor visibility, adding to the frustration of the traveling public, as reported by Business Today.
As the crisis unfolded, IndiGo scrambled to stabilize its operations. By December 13, the airline had resumed over 2,000 daily flights, returning to what it described as “on-time performance at IndiGo standards.” However, the return to normalcy was gradual and not without hiccups. On December 12, for instance, IndiGo cancelled 159 flights from Delhi and Bengaluru, operating under a revised, scaled-down schedule to manage the situation more effectively, according to PTI sources cited by iNews.
Recognizing the immense disruption and public outcry, IndiGo’s leadership took decisive steps. On December 12, 2025, the airline announced it would pay over ₹500 crore in compensation to passengers deemed “severely affected.” Eligibility for this substantial payout targets customers whose flights were cancelled within 24 hours of departure, as well as those stranded at airports across India on December 3, 4, and 5—the peak days of the crisis. The airline emphasized its commitment to a transparent and hassle-free refund process, pledging to contact all eligible passengers by January 2026 to facilitate swift compensation.
“Low visibility (below minima), due to dense fog, has severely impacted operations at Delhi and other airports across northern India, which is unfortunately beyond our control. Our teams are closely monitoring the situation and coordinating with Delhi airport authorities in line with established safety protocols,” an IndiGo spokesperson explained in a statement. The airline also confirmed that full waivers on change and cancellation fees were being offered for affected flights between early and mid-December, with refunds already being processed.
To address the root causes of the meltdown and restore public trust, IndiGo’s board appointed Captain John Illson, a veteran aviation expert from Chief Aviation Advisors LLC, to conduct an independent review. Illson’s mandate is to provide a thorough root-cause analysis of the operational collapse and report directly to the board, ensuring accountability and the development of robust strategies to prevent future disruptions.
The airline’s crisis management efforts extended to proactive communication with passengers. IndiGo stated that it was informing customers in advance about cancellations and delays, urging them to check flight statuses regularly via the company’s website or mobile app. “As operations adjust to prevailing weather conditions, some flights may be delayed while others may be proactively cancelled to prioritize safety and minimize prolonged waiting at airports. Customers are being informed in advance to reduce inconvenience,” the airline said.
Despite these efforts, the scale of the disruption has left a lasting mark. Airports were overwhelmed, and many travelers, like Anupam Kher, were forced to make alternate arrangements at the last minute. The airline’s apology and offers of refunds and travel vouchers were met with a mix of relief and lingering frustration among passengers, some of whom questioned the adequacy and timeliness of the response. Yet, for others, the gestures—especially the unprecedented compensation fund—signaled a genuine attempt at making amends and learning from the ordeal.
As the dust settles, IndiGo’s operational stability appears to be on the mend. The airline’s ability to resume over 2,000 flights daily by mid-December demonstrates a rapid recovery, though the memory of packed terminals and unexpected travel detours lingers. The independent review led by Captain Illson is expected to shed light on the complexities of modern airline operations, particularly in the face of regulatory changes and unpredictable weather patterns.
For now, passengers await their compensation, and the aviation industry watches closely. The events of December 2025 serve as a stark reminder of the delicate balance between efficiency, safety, and customer satisfaction in air travel—where even the best-laid plans can be upended by forces both within and beyond human control.
