New Delhi, Dec 5 (NationPress) IndiGo's CEO Pieter Elbers announced on Friday that, considering the scale, complexity, and size of their operations, it will take a while to achieve a complete return to normalcy, which is expected to happen between December 10 and 15.

In a video message directed at passengers during this challenging time, where the airline had to cancel over 1,000 flights in just three days, Elbers expressed his apologies, explaining that the disruptions stem from multiple factors and that the airline is implementing several new measures to alleviate the situation.

"We have faced significant operational disruptions in recent days. The crisis has intensified, with December 5 marking the most affected day, as cancellations surpassed 1,000, accounting for more than half of our daily flights," Elbers noted.

On behalf of the entire IndiGo team, he conveyed their deepest apologies for the considerable inconvenience caused to many customers due to delays and cancellations.

As the carrier holds over 60% of the domestic aviation market, Elbers indicated that amidst the turmoil and miscommunication, the company has decided to take several actions, including enhanced communication through major channels and providing assistance to stranded passengers at various airports.

"The disruptions have been caused by various factors, but it is crucial for us at IndiGo to effectively address these issues for our customers. We have outlined three key actions," Elbers emphasized.

The first action involves improved customer communication, with messages dispatched via social media, and the commitment to provide detailed information regarding refunds, cancellations, and other customer support initiatives.

He also mentioned that the company has increased its call center capacity.

"Secondly, following the events of yesterday, many customers were left stranded, particularly at the country's largest airport. Our priority has been to ensure they can travel today. Customers whose flights were canceled are advised not to come to the airport, as notifications have been sent out," he added.

The third step involves the cancellations initiated today to realign crews and aircraft for a fresh start tomorrow morning.

Elbers admitted that previous measures taken in the past few days were regrettably insufficient.

"Thus, we have decided to reboot all systems and schedules today, leading to the highest number of cancellations yet but essential for making progress starting tomorrow," he stated.

With these actions, he anticipates that cancellations will drop below 1,000 tomorrow.

He expressed gratitude to the Directorate General of Civil Aviation (DGCA) for granting specific relief regarding flight duty time limitations during this critical period.

"Although we have a lot of work ahead, we aim to improve daily in coordination with the Ministry of Civil Aviation and the DGCA," Elbers asserted.

In parallel, the government has initiated a high-level inquiry into the significant disruptions at IndiGo, which will investigate the underlying issues, establish accountability where necessary, and recommend preventive measures to avoid similar disruptions in the future, ensuring that passengers do not endure such challenges again.