IndiGo has said that its board intervened on the very first day of widespread flight delays and cancellations, acting swiftly to understand the issues and establish a crisis management structure, according to a statement released by the airline on Sunday. IndiGo has been dealing with numerous passenger complaints as disruptions continue across its network.

IndiGo said its Board of Directors met on the very first day the crisis surfaced, receiving a detailed briefing on the extent of cancellations and delays, according to the statement. The airline stated, “The Board of Directors of InterGlobe Aviation Limited (IndiGo) met on the first day the problem of cancellations and delayed flights arose.”

The management gave a detailed report of the crisis to the board members, who were informed about the nature and extent of the disruption across the network, according to the press note. The airline stated that the briefing was meant to help the board understand the immediate operational challenges.

Following this initial meeting, IndiGo stated that the board members held a closed-door session without management present, the statement says. During this discussion, the directors agreed to establish a Crisis Management Group (CMG) to coordinate the response. The note said the CMG includes Chairman Vikram Singh Mehta; board directors Gregg Saretsky, Mike Whitaker, and Amitabh Kant; and CEO Pieter Elbers.

The CMG has been meeting regularly since then and receiving continuous updates on efforts to restore normal operations, according to the press note. The airline mentioned that there have also been “multiple telephonic discussions” involving directors who are not part of the CMG.

IndiGo stated that the purpose of these meetings is to reduce passenger hardship and quickly stabilise the airline’s operations, the statement says. An IndiGo spokesperson said, “The objective of these meetings and exchanges is to address, as quickly as practically possible, the hardships suffered by our customers and other stakeholders while also restoring operational integrity across the airline’s network expeditiously.”

The board is also working to ensure that refunds and fee waivers are processed smoothly for affected customers, according to the statement. “The Board of Directors is doing everything possible to take care of the challenges faced by our customers,” the spokesperson added.