Redefining flying experiences

At IndiGo, our commitment to a courteous and hassle-free customer service is ingrained in every aspect of our operations. From the moment a customer starts evaluating options for travel to when they step onboard an IndiGo aircraft and reach their destination, we ensure their experience with us is enjoyable, seamless, and leaves behind happy smiles.

We constantly explore new and innovative solutions to craft care-led experiences for our customers. From the moment they first interact with us to the post-service support, every touchpoint is designed keeping our customers’ convenience at the forefront.

Our industry-leading performance

Courteous and hassle-free experience

Our teams, both on-ground and in-flight, have an unwavering focus on providing courteous and hassle-free support to make our customers feel valued throughout their journey. With one of the lowest cancellation rates in the industry, at 0.2%12, we strive to minimise disruptions. Any delays or cancellations are communicated to customers with adequate time to prevent inconveniences. This is critical to earn and retain customer’s trust in our ability to help them reach their destination, as planned.

Our investments in baggage handling, tracking, tagging and identification technologies, process orientation, and skilled employees help minimise mishandling of customer baggage. This has helped us in achieving the lowest mishandled bags rate13 in the country.

Revolutionising disembarkation

In August 2022, IndiGo introduced a revolutionary Three Point Disembarkation process to allow customers to exit the aircraft faster than ever before. The new Three Point Disembarkation process will be carried out from two forward,

We use digital self-service platforms, automation, and streamlined processes to ease the customer journey. Our website, mobile app, chatbots, WhatsApp interface, and social media handles like Twitter, Facebook and Instagram, offer our customers numerous ways to reach us with their concerns and service needs. A dedicated and responsive customer support team ensures customer queries are addressed promptly.

On the ground, our coaches are designed to ensure a seamless and comfortable boarding experience for our passengers. IndiGo’s ramps, for passengers to ascend and descend from the aircraft, are recognised for their unique attributes that improve passenger’s ease, and accessibility for wheelchair-bound people and senior citizens.

Listening to our customers

At IndiGo, customer engagement is at the core of our operations, and we value their feedback which helps us improve touchpoint experiences continually. We draw on insights and inputs from our social media interactions, customer experience surveys, Net Promoter Score (NPS), and customer complaints. We analyse and share the data gathered from NPS, including customer comments, with respective stakeholders, daily. Additionally, we conduct weekly reviews to identify action plans based on the analysis. This year, we introduced additional NPS (Net Promoter Score) notifications through WhatsApp for our domestic customers, resulting in a remarkable 50% increase in customer response rates.

and one rear, exit ramps, making IndiGo the first airline in the world to use this approach. Adding a third ramp for disembarkation is a simple, yet effective way to ensure a smooth travel experience for our customers. We have initiated this across many stations in FY 2023.

NPS score for FY 2023: 33

Rating for our mobile app on the App Store: 4.6/5

Rating for our mobile app on the Play Store: 4.5/5