Online travel agencies step up customer support as flight disruptions spike
Travel platforms say they are witnessing an unprecedented surge in customer queries, refund requests, and last-minute rescheduling needs amid flight cancellations and delays.
With widespread flight cancellations and severe congestion at major airports, travel platforms are rolling out emergency measures to support stranded and distressed passengers.
On December 5, IndiGo Airlines cancelled over 1,000 flights. Flight cancellations continued today (December 6) as well, and disruptions are expected to continue for some time.
Online travel agencies say they are witnessing an unprecedented surge in customer queries, refund requests, and last-minute rescheduling needs as airfares soar multifold their usual levels.
Service providers say their immediate priority is to ensure that stranded passengers receive quick support and accurate information amid one of the busiest and most disrupted travel periods in recent months.
EaseMyTrip said it has strengthened its 24/7 customer support helpdesk to handle the higher-than-usual inflow of queries.
“We are fully committed to supporting all impacted customers… whether through seamless rescheduling options or 100% refunds for affected bookings,” a company spokesperson said.
The platform noted that increased demand has pushed ticket prices up, but teams are working to provide clear guidance and real-time updates, and minimise inconvenience.
The company expects the situation to stabilise over the next few days.
Cleartrip has described the situation as unprecedented, with disruptions affecting bookings, cancellations, and travel plans.
“Average airfares are currently 3 to 5 times higher than usual, and we are handling an increased volume of customer inquiries,” a Cleartrip spokesperson said.
The company said its teams are focussed on timely updates, rebooking assistance, and refunds while coordinating closely with airlines to ensure faster communication for affected travellers.
"We understand how stressful flight disruption can be. To support inconvenienced passengers in these difficult times, ixigo will refund full convenience fees and assured fees for all our customers who IndiGO flights are cancelled by the airline between 3rd and 8th Dec 2025," said an ixigo spokeperson.
On December 5, the ministry of civil aviation said it has taken urgent measures to address the ongoing disruption in flight schedules, particularly those of Indigo Airlines. The Flight Duty Time Limitations orders of the DGCA have been placed in abeyance with immediate effect, it said.
Edited by Swetha Kannan