A global Microsoft service disruption on Friday, November 13, affected customer email support services of Indian airlines IndiGo and Akasa Air, prompting both carriers to issue passenger advisories and recommend alternative channels for assistance. Air India, meanwhile, said its flight operations and customer communication channels remained unaffected after it temporarily rerouted incoming emails.
The airlines urged passengers to use their respective customer support platforms for urgent queries while monitoring the situation. The disruption also affected Microsoft’s services, including Outlook, Teams and other Microsoft 365 applications, leaving users across different regions facing difficulties accessing essential communication tools.
Airlines Issue Advisories
IndiGo informed passengers that its email support services had been affected by the global Microsoft disruption and that it might not be able to receive emails from customers. However, the airline clarified that its other customer support channels remained operational. Passengers requiring urgent assistance were advised to contact its AI-powered customer support assistant, 6E Skai, through the airline’s website or mobile application. The airline also expressed regret over the inconvenience and thanked passengers for their patience.
Akasa Air similarly reported delays in its email support services, warning that it might be unable to receive customer emails during the disruption. The airline advised passengers seeking immediate assistance to contact its 24-hour Akasa Care Centre at +91 9606 112131 or reach out through its social media channels. These advisories highlighted how a disruption involving a technology provider could affect the communication systems passengers rely on for flight-related queries, bookings and other assistance.
Service Advisory While the global Microsoft service disruption continues to impact email support, IndiGo’s flight operations remain unaffected, with all other customer support channels fully operational. 6E Skai continues to deliver uninterrupted, round-the-clock assistance, efficiently addressing customer queries and ensuring customers receive the support they need, whenever they need it. Our flight operations and other business functions continue to operate as usual, while proactive customer engagement and timely notifications ensure customers remain informed and connected with us throughout their journey.
— IndiGo (@IndiGo6E) November 13, 2026
Microsoft Works On Restoration
The disruption was part of a wider global outage affecting Microsoft’s workplace and communication services, including Outlook, Microsoft Teams, OneDrive and Copilot. Users in India and other regions reported difficulties accessing their email accounts and other Microsoft 365 applications. According to reports, the disruption began on Thursday, November 12, and continued into Friday, marking the second day of service-related difficulties. Microsoft’s service health page continued to show service degradation for Microsoft 365 business and enterprise customers, as well as consumer products, on Friday morning.
Microsoft said it was investigating the disruption and working to restore affected services. In its updates, the company reported that some regions were experiencing partial recovery following adjustments to its systems, but the measures had not yet resulted in sustained restoration. It was also exploring alternative ways to increase infrastructure capacity and address server availability issues. Microsoft executive vice-president Charles Lamanna ruled out malicious activity or a cyberattack as the cause, stating that there was no indication the disruption resulted from such activity. The company said it would share further details about the underlying cause in a post-incident report after the issue was resolved.
Delhi Airport also issued an advisory asking passengers to check their flight status before leaving for the airport. The developments underscored how disruptions to major technology services can affect businesses and customers who depend on digital communication for everyday transactions and assistance. While the three airlines reported different levels of impact on their email services, their advisories encouraged passengers to rely on alternative channels rather than assume that their queries had been received.
We are closely monitoring the ongoing Microsoft outage. Our flight operations remain unaffected, and there is currently no impact on any of our communication channels. To ensure seamless support, we have temporarily rerouted our emails so that every message continues to reach us without interruption, and we are responding to all emails within our usual 24-hour timeline. All channels are functioning as expected: • Voice • AI.g • Social Media • Customer Notifications We remain fully committed to supporting you at every step and will continue to keep a close watch on the situation. #Advisory
— Air India Newsroom (@AirIndia_News) November 13, 2026
The Logical Indian’s Perspective
The incident highlights the growing dependence of essential services on digital infrastructure and the importance of having reliable alternatives when technology fails. For passengers, timely communication is particularly important, as even a delay in receiving information can create uncertainty and inconvenience during travel. Airlines and technology providers must prioritise transparent updates, accessible customer support and effective backup systems to ensure that passengers are not left struggling during such disruptions.
At the same time, clear communication and patience from all stakeholders can help reduce confusion. How important do you think reliable offline and alternative customer support systems are when major digital services experience an outage?
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