DGCA orders surprise airport checks; 13 key pointers under scanner after IndiGo meltdown

IndiGo’s flight delays and cancellations stretched into the ninth straight day on Wednesday, prompting the aviation regulator to initiate an urgent review of the airline’s on-ground preparedness.

The Directorate General of Civil Aviation (DGCA) issued directives for immediate on-site inspections at 11 airports, citing widespread passenger inconvenience and large-scale operational disruptions.

In a notification dated December 10, the DGCA instructed its officers to visit the identified airports within 2–3 days and submit a comprehensive report within 24 hours of completing their inspection.

The regulator said the exercise is aimed at assessing passenger safety, operational readiness, facilitation measures, and the airline’s responsiveness during the ongoing crisis.

DGCA’s 13-Point Checklist for Inspection Teams

1. Status of flight delays and cancellations
2. Congestion levels at terminal areas
3. Queue management at check-in, security, and boarding gates
4. Adequacy of airline and airport operational manpower
5. Functioning and availability of airline help desks (24×7)
6. Timeliness and accuracy of passenger communication on delays, cancellations, and alternatives
7. Availability of basic passenger amenities, including drinking water
8. Special assistance for senior citizens, children, pregnant women, and Persons with Reduced Mobility (PRM)
9. Availability of adequate seating in passenger holding areas
10. Presence of senior airline management at airports
11. Hygiene and cleanliness levels, especially in toilets and terminal spaces
12. Deployment and adequacy of housekeeping staff
13. Status of pending baggage delivery and direct passenger feedback

In a parallel directive, the DGCA sought a detailed operational report from IndiGo by 3 pm on December 11. The airline has been instructed to share updates on restoration of flight services, recruitment plans for pilots and crew, the number of flights cancelled and refunds processed, baggage return status, quality of communication to passengers, and the rerouting of travellers affected by cancellations.

Meanwhile, disruptions persisted across several major airports. On Wednesday, over 70 cancellations were reported nationwide, with Bengaluru’s Kempegowda International Airport worst hit. IndiGo scrapped nearly 61 flights to and from the city on December 10, including 35 arrivals and 26 departures, according to a PTI report.

The prolonged operational crisis has led to mounting frustration among passengers, with the DGCA now escalating oversight to ensure service restoration and regulatory compliance.