IndiGo's email support hit by Microsoft outage; Air India says flight operations unaffected

Budget carrier IndiGo on Friday said its email support services have been affected by the global Microsoft outage.

IndiGo, in a post on X, said it was currently facing disruption in its email support services and might not be able to receive emails from customers.

"All other support channels remain available," the airline said, advising passengers seeking urgent assistance to contact its AI-powered chatbot 6E Skai through its website or mobile application.

"We regret the inconvenience and appreciate your patience and understanding," it added.

Air India, meanwhile, said it was closely monitoring the Microsoft outage but its flight operations remained unaffected, with no disruption to its communication channels.

The airline said it had temporarily rerouted its emails to ensure that all messages continued to reach it without interruption.

"We are responding to all emails within our usual 24-hour timeline," it said in a post on X.

Air India said that its voice support, AI.g, social media and customer notification channels were all functioning as expected.

The statements come amid a widespread disruption of Microsoft services that has affected 19 of its products, including Outlook, Microsoft Teams, Copilot and several enterprise and security applications, across multiple regions.

The disruption began with reports of users in the Americas being unable to access their Exchange Online mailboxes before spreading to other regions and affecting several Microsoft 365 services dependent on the company's email infrastructure.

Microsoft said the problem was caused by several servers unexpectedly becoming unavailable, putting additional pressure on the remaining infrastructure.

"We determined the elevated load isn't driven by an increase in traffic, but by a number of servers being unexpectedly unavailable; straining the remaining infrastructure," the company said in an update on X.

Microsoft has reported partial recovery in some regions but said the improvements were not yet sustained.

It is scaling up virtual machines to increase capacity and reduce infrastructure load, while also attempting to synchronise recent network changes on machines that were stuck in a state preventing those changes from being applied.

The company said users could experience a gradual recovery as capacity is restored and applications reconnect.