IndiGo exemplifies customer-centric approach with focus on all-round efficiency
At the heart of IndiGo's mission is the dedication to extensively serve India, acting as a unifying link that connects people and their myriad aspirations. Vinay Malhotra, Head- Global Sales, IndiGo, eloquently captures this essence, stating, "Our mission is to extensively serve India, connecting people and aspirations under the overarching theme of 'giving wings to the nation,’ embodying our commitment to India by IndiGo.”
IndiGo's growth strategy revolves around delivering an affordable, efficient, and convenient product to an expanding customer base. IndiGo’s substantial fleet order of nearly 1,000 aircraft positions them to add capacity at competitive prices for an extended period. This advantage is amplified by the fleet's low age, incorporating new-generational technologies that efficiently manage fuel and maintenance costs. Ongoing efforts include improving utilisation and productivity, investing in technology and process enhancements, and collaborating with external stakeholders to reduce externally influenced costs. These continuous processes aim to deliver affordable capacity growth.
Redefining Passenger Experiences
Airlines continuously strive to improve the travel experience for passengers by implementing various enhancements. On this aspect, Malhotra says, “Our customers remain at the heart of everything we do. We have focused heavily on enhancing the passenger experience by improving our multi-channel sales experience, a brandnew in-flight menu, and innovations such as the world’s first 3-point disembarkation process. All our efforts have resulted in greater efficiency and some of the highest rates of on-time performance at home and globally."
To add to passenger convenience, in early 2023, IndiGo launched Super 6E on routes from India to Colombo, Kuala Lumpur, Dammam, Jeddah, Bangkok, Hong Kong, Kuwait, Doha, Hanoi, Ho Chi Minh City, Vietnam, Male, Kathmandu, and Riyadh. With these additions, IndiGo now offers Super 6E fares on flights to 23 international destinations, which include an extra 10 kg baggage allowance, free seat selection, including XL seats, meal or snack combos of choice, priority checkin and anytime boarding, delayed and lost baggage protection service, a reduced change and cancellation fee, as well as no convenience fee.
Global Ambition and Alliances
In the past year, IndiGo strategically expanded its global footprint, launching new routes to Jakarta, Nairobi, Almaty, Tashkent, Baku, and Tbilisi, marking entry into Central Asia and Africa and reinforcing its Southeast Asian presence. New flights from key cities like Hyderabad to Male, Colombo, Ras Al Khaimah, Singapore, and from Ahmedabad to Abu Dhabi and Jeddah were added. MOPA airport in Goa now connects to Abu Dhabi. Also, Delhi-Hong Kong and DelhiMale flights have been reinstated.
Going ahead, codeshare partnerships with Turkish Airlines and British Airways extended their global reach, connecting passengers to North America, Europe, Morocco, and the UK. Domestically, they expanded their network to 85 destinations. “Looking ahead, our commitment remains strong, with plans to introduce flights to Bali, Indonesia, and Medina, Saudi Arabia, aiming to reach our target of carrying 100 million passengers in the current financial year,” affirms Malhotra.
Technology and Sustainability Driven
IndiGo is also at the forefront of leveraging technology to improve operational efficiency and other touchpoints. “We are investing strongly in technology to strengthen our processes and build capability. Our investments in digitisation range from the cockpit to the cabin, on the tarmac, and at various touchpoints in the terminal, all intended to improve efficiency, reduce the turnaround time, and create a more sustainable platform to operate from. To enhance operational efficiency, we introduced sensor technology for faster and more accurate scanning of life vests in 3–4 minutes per aircraft, which would normally take 90–120 minutes,” updates Malhotra.
The airline has also introduced 6Eskai, a revolutionary AI chatbot powered by GPT4 technology. This milestone innovation adeptly handles customer queries in 10 languages and provides a unique platform for ticket booking across the network. 6Eskai simplifies the process with naturallanguage conversations, offering customers a seamless and user-friendly booking experience.
IndiGo maintains a robust commitment to sustainability, evident through strategic investments in carbon reduction initiatives. The induction of energy-efficient NEO aircraft has slashed fuel consumption by 15 per cent, preventing over 1 million metric tonnes of CO2 emissions. Operational optimisations and eco-friendly practices, such as single-engine taxiing, electronic flight bags, and biodegradable alternatives, have contributed to a 20 per cent reduction in CO2 emissions per available seat kilometre since 2016. The airline's waste management programme, coupled with CSR efforts like running 9,500 plus biogas units through IndiGoReach, underscores a holistic approach to sustainability. While exploring avenues for greater SAF utilisation, IndiGo remains steadfast in its pursuit of a greener, more eco-conscious future.