IndiGo boss asks staff to stay calm

No impact on ticket sales

IndiGo President Aditya Ghosh wrote to IndiGo employees on Friday asking them to stay calm as the company deals with one of their worst public relations crisis. “We made a mistake, we apologised, we took action, it’s time to move ahead,” Ghosh wrote in a message to employees.

In a video, widely shared on social media and televised, too, at least two IndiGo staff members were seen getting into a brawl with a passenger.

In a seven-page report to the civil aviation minister, IndiGo had earlier used multiple screenshots from the video clip to explain the reasons behind the incident and what transpired between the passenger and its employees.

“Those who attack, only do it because you are the very best. The only way to respond to them is to have millions of happy customers. Be calm. Don’t be provoked. Just carry on with your duties,” Ghosh said in the letter. “Remember that being courteous and hassle free is something we stand for. If you do that, no one absolutely, no onecan denythe dignityof your hard work.”

IndiGo is the largest carrier in India by fleet size as well as market share.

Travel industry sources said that the incident did not have any impact over the airline’s forward booking. “Ticket sales went higher than normal despite fares being high from Delhi, which is IndiGo’s hub. No large number of cancellations have happened too,” said a source. IndiGo sells around 8,000 tickets per day.