A global Microsoft service outage has affected email-based customer support at several Indian airlines. IndiGo and Akasa Air reported delays or possible non-receipt of customer emails, while Air India said its flight operations and communication channels were unaffected.
The disruption began on 12 November and affected Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Copilot. Microsoft said the issue was linked to services that interact with Exchange Online, which can affect mailbox access and email delivery.
IndiGo’s advisory
IndiGo said its email support services were impacted by the Microsoft disruption and that it may not receive customer emails. The airline clarified that all other support channels remained available.
For urgent assistance, IndiGo advised passengers to use 6E Skai, its virtual assistant, through the IndiGo website or mobile app. The airline apologised for the inconvenience and asked customers for patience while the issue continued.
Air India’s update
Air India said its flight operations were unaffected and that its communication channels were working normally. These channels include voice support, AI.g, social media, and customer notifications.
The airline said it temporarily rerouted email traffic so customer messages could continue reaching its teams. Air India added that it was responding to emails within its usual 24-hour timeframe.
Akasa Air also affected
Akasa Air also reported delays in email support and said it might be unable to receive customer emails during the outage. Passengers needing immediate help were advised to contact the 24/7 Akasa Care Centre or use the airline’s social-media channels.
What passengers should do
- Check flight status before leaving for the airport.
- Use the airline’s app, website, phone support, or social-media channels for urgent queries.
- Avoid relying only on email for time-sensitive requests.
- Keep booking references, boarding passes, and travel documents handy.
- Follow official airline updates for the latest information.
The main impact appears to be on email communication, not flight operations. Air India specifically confirmed that flights were operating normally, while IndiGo’s advisory focused on customer-support email rather than aircraft operations.
Delhi Airport also advised passengers to check their flight status before travelling to the airport.
Microsoft said it had begun restoring affected services across parts of its Asia-Pacific infrastructure, including India. However, some users could continue to face intermittent issues while email queues were cleared and services returned to normal.
