IndiGo’s reservation platform hit by snag, impacting online bookings, check-in

On Wednesday, IndiGo's primary reservation system experienced technical difficulties, disrupting online booking and web check-in services for numerous customers. The airline, which holds a market share of over 65% in the domestic market and operates approximately 2,200 flights daily, acknowledged the intermittent nature of the issues and confirmed that their airport and flight operations were not affected.

Despite the severity of the situation not being immediately clear, airline representatives emphasized that their teams were urgently working with the service provider to resolve the problem. IndiGo issued an advisory late on Wednesday, assuring customers that they were on high priority to restore the affected services. Those requiring immediate travel assistance were directed to contact the airline's contact center, while others were advised to attempt accessing the website or app again after some time.

IndiGo expressed regret for the inconvenience caused and appreciated passengers' patience and understanding. Following a similar operational disruption in early December that led to significant flight cancellations and attracted public criticism and regulatory scrutiny, the airline has been focused on enhancing operational reliability.

This incident, which occurred after IndiGo implemented new and stringent pilot duty and rest duration rules, damaged the carrier's reputation, which had been unblemished for two decades. The airline faced widespread backlash from passengers, and the government took a firm stance, given the impact on overall aviation operations. Following the incident in December, Pieter Elbers resigned as IndiGo CEO, and Willie Walsh, a veteran in the aviation industry and former director general of the International Air Transport Association (IATA), assumed the role earlier in the month.