IndiGo CEO Pieter Elbers appears before DGCA as regulator seeks answers over flight disruption debacle

IndiGo Chief Executive Officer Pieter Elbers arrived at the Directorate General of Civil Aviation (DGCA) office today.

The DGCA had summoned Elbers to appear before it at 3 pm today. It had directed Elbers to present comprehensive data and updates relating to the recent operational disruptions. The CEO must provide detailed information across key operational areas, it said.

The DGCA had sought multiple updates, including the status of flight restoration, recruitment plans, progress in the refunds process and baggage return, effective information dissemination, re-accommodation of affected passengers and priority handling for vulnerable travellers such as the elderly, medical passengers and unaccompanied minors. It has also asked for details of the monitoring mechanism being used to ensure timely completion of the restoration effort.

The regulator has asked for IndiGo’s pilot and crew recruitment plan, including current strength, the recruitment and training pipeline for the coming months and measures taken to prevent roster shortages and issues arising from flight duty time limitations (FDTL).

Earlier on Thursday, IndiGo said it has processed refunds for all flights cancelled during the recent operational disruption and assured that the remaining payments will reflect in customers' accounts shortly.

In a statement, the airline noted that travellers who booked their tickets through online travel platforms or third-party agents will also receive refunds. "If the booking was made through a travel partner platform, the necessary actions for your refund have also been initiated. As we may not have your complete details in our system, we request you to write to us at customer.experience@goindigo.in so we can continue to assist you promptly," the statement read.

Acknowledging the challenges faced by passengers, IndiGo noted that travellers from December 3 to December 5 experienced extended delays and were stranded at several airports due to heavy congestion.

— with ANI inputs