The airline's incoming call volume has spiked sharply, but owing to the lockdown regulations in various cities we have been unable to deploy a full workforce at call centres.

IndiGo has been proud to reinstate its passenger operations this week, operating over 200 flights a day to 51 cities around the country. At the same time, IndiGo states that they are painfully aware that continuing last minute changes in regulations, mandated by State Governments at short notice, are causing a huge number of disruptions for our customers, and accessing our call centre has become very difficult.

The airline's incoming call volume has spiked sharply, but owing to the lockdown regulations in various cities we have been unable to deploy a full workforce at call centres. IndiGo further said in a statement, "we  are very aware that our service is not up to our usual high standards and we are all working hard to improve it."

Indigo will notify all customers in case of any change in flight schedule and encourages all our customers to use IndiGo's website, where the airlines will be offering 'Pan B' as the easiest means to rebook flights. If facing difficulty, customers can use the Dottie chat functionality on the website or contact us on social media.  Customers should not contact the call center by voice if at all possible. In case, IndiGo is not able to offer an alternative, and the trip has to be cancelled, then the airlines will place the amount paid into a credit shell within 24 hours.

Rono Dutta, IndiGo’s CEO commented, “As India’s most trusted airline, we pride ourselves on the quality of our customer care in these difficult times. My whole team and I are working intensively to deal with the last-minute changes to our schedules, and I apologize to those customers who cannot get through quickly to our call center. By using our automated chat and social media, we will do our best to address your issues speedily.”