A Message From Pieter Elbers, CEO, IndiGo
IndiGo Is Back On Its Feet, And Our Operations Are Stable, Says Pieter Elbers, CEO, IndiGo
I am Pieter Elbers, the CEO of IndiGo. Following my earlier communications, today I am here to share that your airline, IndiGo, is back on its feet, and our operations are stable.
We have let you down when a major operational disruption happened, and we are sorry for that. The beauty of travel is that it brings together people, emotions, ambitions and aspirations, and we know you were travelling for various reasons… thousands of you couldn’t travel, and we are profusely apologetic about that.
While we can not undo the cancellations, I want to reassure you that ever since, our entire IndiGo team has been working very hard.
First and foremost for you – our valued customers – initially, our first priority was to get all stranded and delayed customers safely to their destinations or back home.
Then we started our Refunds – ‘No Questions Asked’. Lakhs of customers have already received their full refunds, and we continue to do so on a daily basis. Rest assured that we are fully committed to getting this done
Most of the bags stuck at the airports have already been delivered back to your homes and our teams are working very hard on delivering the remaining very soon
And, we continue to address all customer needs
In parallel to addressing your needs as a customer, the restoration of IndiGo’s network and flights was being done on a ‘war footing’.
On December 5th we could only fly 700 flights; thereafter, gradually yet steadily improving to 1500 on 6th, 1650 on 7th, 1800 yesterday on 8th… and over 1800 today.
As of yesterday, we are back to flying to all 138 destinations in our network, and our OTP is also normalised.
Earlier, we had indicated to normalise between 10th and 15th December. I can confirm that today as of December 9th, our operations are fully stabilised, which means the flights reflected on our website are scheduled to operate with an adjusted network. So please continue to check our website for updates.
We continue to work in full cooperation with the government. And now that the immediate crisis is dealt with, we started to focus internally on ‘what led to this’, lessons to be drawn and how to emerge stronger from this.
While there is still customer angst, I would also like to share that we are getting heartwarming messages from our customers and people are back to booking on our flights, which is giving us encouragement.
Thank you for accepting our apology and for your patience, understanding and support during this difficult time.
Keep the faith in us, we are still the airline you have known us to be.
Thank you.