IndiGo reservation platform issues disrupt bookings and online check-ins
IndiGo said intermittent issues with its core reservation platform are affecting ticket bookings and online check-ins across India. The airline is working with a technology partner to restore services and has asked urgent travellers to contact its call centre.
What happened
IndiGo reported intermittent core reservation platform issues disrupting ticket bookings and online check-ins across India. The airline is working with an
Key facts
- More than 65% of India's domestic aviation market
- Around 4,500 flights cancelled in December
Why this matters
The incident elevates the strategic value of acquiring or partnering for more robust reservation technology, redundancy capabilities, and travel-tech support infrastructure.
What to watch
- Duration until stable booking, payment, seat-selection, and online check-in functionality is confirmed.
- Growth in call-centre wait times, airport queues, denied check-ins, flight delays, and passenger complaints.
- Whether the disruption overlaps with a holiday, weekend, or other high-load departure window.
- Reports of payment reversals, duplicate transactions, PNR retrieval failures, or loyalty-account issues after restoration.
- Competitor fare changes, capacity additions, or travel-agent steering toward alternative carriers.
- Any indication that the incident is caused by a broader vendor outage, cyber event, or repeated core-platform failure.
- Activate prominent in-app, website, SMS, email, and social-service updates with outage status, airport arrival guidance, and self-service alternatives as systems recover.
- Expand call-centre, airport-counter, and social-care staffing; prioritize passengers departing within 24 hours and proactively protect disrupted itineraries.
- Offer flexible rebooking, fee waivers, and streamlined refunds to prevent abandonment and reduce frontline conflict.
- Temporarily shift booking traffic toward authenticated recovery pages and agent-assisted channels while monitoring duplicate bookings and payment failures.
- Conduct a post-incident review with the technology partner covering failover capacity, vendor SLAs, cyber/security validation, and offline check-in procedures.