IndiGo flags core reservation-platform issues, disrupting online bookings
IndiGo said intermittent issues with its core reservation platform are affecting some customers’ access to online bookings and services. The airline is working with its technology partner and has directed urgent cases to its contact centre.
What happened
IndiGo reported intermittent issues with its core reservation platform, disrupting some customers’ access to online booking and services. The airline is working
Key facts
- Close to 60% market share
- Q1 FY2026-27 consolidated loss of Rs 238 crore
- 20% revenue increase to Rs 24,584 crore
- EBITDA declined 37% to Rs 3,267 crore
- EBITDA margin 13.3%, down 1,220 basis points
Why this matters
The incident underscores strategic value in reservation-tech partners with proven redundancy, crisis support and scalable omnichannel service capabilities.
What to watch
- Duration of the outage and whether the airline declares full restoration within hours versus into the next day.
- Reports of impact expanding from online bookings to check-in, boarding passes, flight changes, refunds or airport systems.
- Contact-centre wait times, social-media complaint volume and airport queue reports.
- Any waiver of change fees, travel advisory, regulator notice or formal customer compensation announcement.
- Evidence of competitor fare spikes, elevated cancellation rates or reduced IndiGo conversion on travel-agent and OTA channels.
- Disclosure that the incident involves a broader technology-partner or cybersecurity issue.
- Shift critical booking and change requests to contact-centre and airport-counter capacity, with proactive staffing for major departure hubs.
- Publish frequent status updates and clear alternative service paths to reduce duplicate contacts and customer abandonment.
- Work with the technology partner to isolate affected reservation functions, prioritize booking retrieval and check-in continuity, and validate recovery before reopening full digital traffic.
- Offer targeted fee waivers or flexible changes for customers unable to self-serve during the disruption.
- Monitor online travel agency, metasearch and competitor fare channels for demand diversion and adjust inventory or promotional activity after service stabilization.