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New Delhi: The country's largest airline, Indigo, has been struggling with huge chaos for the last three days. Flights were being canceled continuously, and the dissatisfaction of the passengers was increasing. Meanwhile, on Friday, the company's CEO, Peter Albers, came forward for the first time and talked openly about the situation. He admitted that the company is going through major operational problems, and it may take about ten days to return to normalcy.
While the government had expressed hope that the situation would be back on track by Saturday, Albers painted a different picture, saying that the recovery may take a little longer. Friday proved to be the most difficult day, when more than a thousand flights had to be canceled across the country.
According to Albers, the company is reorganizing its entire operational system. The process is large and complex and has disrupted flight schedules. He requested passengers whose flights have been canceled not to go to the airport, as it increases both crowding and stress.
In the video message, he said that the company has been working under pressure for several consecutive days and the situation worsened the most on Friday. He said, “We are trying to gradually normalize operations between December 10 and 15. Passengers are only requested to keep checking flight updates.”
Concluding his speech, Albers apologized clearly to the passengers. He said that IndiGo teams are working day and night and the company understands that this has had a major impact on the travel plans of passengers.
The COO said that work is being done at three levels to handle the situation:
1. Sharing timely information with passengers:
Information related to refunds, cancellations, and assistance is being continuously provided through messages and social media. The customer support team has also been increased.
2. Preventing crowding at airports:
Passengers are being informed in advance about the flights that have been canceled so that they do not reach the airport unnecessarily.
3. New deployment of crew and aircraft:
The purpose of the cancellation done on Friday was so that flights could be started properly from Saturday. Flights should start from where they are supposed to be.
Albers says the number of canceled flights on Saturday is expected to be less than 1,000.
DGCA has given special relief and temporary relaxation in some rules, which can help IndiGo in operations. The Civil Aviation Ministry is also continuously monitoring the situation, and a 24-hour control room has been set up.
Albers also admitted that the chaos had shaken passenger confidence. He said that every possible effort will be made to strengthen the trust that the company has earned throughout its 19-year journey.
The government has also started a high-level investigation to find out the reasons for the service disruption and to ensure that such a situation does not happen in the future.
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