54% of IndiGo passengers troubled by delays and staff behavior:63% complaints increased in one year; 1,232 flights cancelled in November due to pilot-crew shortage

Indigo Airlines has increased passenger inconvenience by canceling more than 1700 flights in the last 4 days. But this is not the first time this has happened. According to a LocalCircles survey, complaints against this company have increased by 63% in the last one year. This survey revealed that 54% of passengers traveling with Indigo have complained about flight delays and poor staff behavior. Indigo’s share in the country’s airline market is 60%. In the survey, passengers made the most complaints about flight cancellations, delays, and service issues in the last 12 months. Moreover, due to a shortage of pilots and crew, the company had to cancel 1,232 flights in November alone. Also Read | All Indigo flights cancelled in Dehradun Most complaints about staff attitude In LocalCircles’ survey, passengers were given the option to choose 15 problems. Out of these, 15,938 passengers complained about more than one of the 15 issues. 54% cited flights not taking off on time as a major problem. Additionally, 54% of people complained about staff behavior. 45% of passengers complained that they were given information late or incompletely. 42% of people complained about baggage handling. 32% expressed dissatisfaction with customer service. Also Read | IndiGo CEO expects situation to get normal between Dec 10-15 Complaints about delays increased by 63% The survey found that complaints in most issues have increased compared to 2024. Complaints about delays have increased from 33% to 54%, meaning a 63% increase. Baggage handling complaints have risen from 27% to 42%. Complaints related to staff attitude increased from 46% to 54%. Customer service complaints rose from 23% to 32%, and aircraft quality complaints increased from 19% to 27%. Info transparency issues went up from 27% to 45%. Continuous decline in On-Time Performance as well IndiGo was previously known for its On-Time Performance (OTP), but it has declined. According to reports, OTP was 92.4% in 2021, which fell to 85.4% in 2023. In 2024, only 69.69% of IndiGo flights reached their destination on time. Currently, the on-time arrival rate is around 80-82%. Flights canceled due to DGCA’s new rules DGCA has changed the rules related to the work of pilots and other crew members. It has been named Flight Duty Time Limitation (FDTL). These were implemented in two phases. The first phase was implemented on July 1. The second phase was implemented from November 1. The new rules emphasize providing adequate rest to pilots and crew to enhance passenger safety. Due to this, airline companies suddenly faced a shortage of pilots and crew members. DGCA stated that a total of 1,232 Indigo flights were canceled in November, of which 755 flights were due to FDTL rules.??????