PM Modi: Rules Should Improve Systems Not Harass Citizens - IndiGo Crisis Highlights Regulatory Impact

New Delhi:

Prime Minister Narendra Modi has emphasized that government regulations should not impose hardships on Indian citizens, as revealed by Parliamentary Affairs Minister Kiren Rijiju on Wednesday. Rijiju shared the Prime Minister's remarks on the IndiGo crisis during the morning meeting of lawmakers from the BJP-led National Democratic Alliance.

According to Rijiju, the Prime Minister stated, "We must ensure no Indian citizen faces hardship from the government simply because of their citizenship. Rules and regulations serve a purpose but should improve systems rather than harass the public."

The NDA lawmakers gathered ahead of a debate on electoral reforms, prompted by the Election Commission's controversial nationwide voter re-verification initiative. The debate is expected to become contentious with MPs from opposing sides exchanging criticisms.

The government has indicated it will take firm action against IndiGo. Civil Aviation Minister Rammohan Naidu declared that his ministry would make an example of the budget airline, which has already refunded over Rs 830 crore and suffered approximately Rs 37,000 crore in market value losses.

"We prioritize the welfare of pilots, crew, and passengers. We've made our expectations clear to all airlines. IndiGo was responsible for managing crew schedules appropriately. Passengers experienced significant difficulties. We are treating this situation seriously and will implement strict measures. We'll establish a precedent for all airlines. Any non-compliance will face consequences," Naidu informed Parliament this week.

IndiGo, which dominates over 60 percent of the domestic commercial aviation market, is recovering from a week of severe flight disruptions. The crisis resulted from the airline's failure to adequately prepare for new regulations governing pilot and flight crew fatigue management, including limitations on work hours and mandatory extended rest periods between flights.

The situation led to hundreds of daily flight cancellations, with estimates suggesting more than 4,500 flights were grounded over a seven-day period as the airline struggled to allocate pilots and cabin crew while complying with the Directorate-General of Civil Aviation's new regulations.

Social media platforms were inundated with images, videos, and accounts from stranded passengers, many traveling for family emergencies, medical needs, or other urgent matters.

IndiGo has offered complete refunds with cancellation and rescheduling fees waived for affected customers. However, the substantial volume of sold tickets—exceeding 9.5 lakh—has resulted in delayed refunds and occasionally incorrect processing, further intensifying frustration toward the airline.