AVIATION BUZZ

The IndiGo Way

The aviation sector in India has always been a highly volatile sector, and with uncertainties looming on the horizon, the long term survival of this sector has required intensive planning, and adaptability, with an emphasis on systems. As in the first three waves of American deregulation, the decades since 1992 have seen the rise and fall of many airlines, including some long running ones such as Jet Airways, Kingfisher, and Go First Airlines, who joined the ignominious ranks of East West, Damania, NEPC, Modiluft, Air Sahara, Air Costa, Paramount Airways, Air Pegasus, Air Deccan of those that could not stay afloat.

In such a tremulous environment, India’s largest airline, IndiGo, simply grows and grows, beyond expectations.

Launched in 2006, IndiGo’s philosophy has always been to provide the lowest fares, hassle free service and ensure all its passengers reach their respective destinations on time. With almost 18 years of operations, 119 destinations under their belt and the largest fleet in India of 354 aircrafts, multiple factors set IndiGo apart from its competitors.

While aircraft, routes, and destinations play a major role in the success of an airline, the biggest contributor is always the on-time performance, and the service assurance provided by the airline. In order to ensure the best service is received by the passengers, it is essential that the staff providing the service is equally content with the company they work in.

Despite being a low-cost carrier (LCC) without full meal service, or amenities, how does Indigo manage to keep flying the flag of satisfied customer service for its millions of passengers ?

The secret sauce, is iFly, the Indigo training institute, where every new inductee is treated as though they have been a part of the company since its inception, no one is a newbie, no one is a stranger. IndiGo’s work culture is built around this deep philosophy, that everyone is a part of its growth and success and everyone works towards it. It is reflected in the little things, such as greeting everyone with a warm smile, be it passenger, vendor or colleague, Such simple gestures go a long way in forming bonds.

Many top Indian companies boast of an open door policy, but IndiGo’s management truly embodies this ethos, readily welcoming inputs from officers and executives. Most importantly, the management gives the team members freedom and enables them to make their own decisions when it comes to routine tasks. This level of trust, and understanding allows the front line staff to work better and instills a sense of responsibility in them.

Such gestures have created a sense of trust between the team and management. Members of the team can always reach out to their respective managers to initiate dialogue, be it professional or private. Such openness, adds to the dedication of the staff. Similarly, during peak periods, the management actively engages in frontline operations, lending support to ensure seamless service delivery, minimise customer concerns, and maintain punctuality.

The biggest learnings from IndiGo has been to nurture the staff as your own and to treat them like human beings instead of machines. This philosophy was especially evident during the pandemic, when IndiGo made a conscious decision to retain the majority of their staff. What truly set them apart was their compassionate care for affected employees. The management, along with recovered employees, extended a helping hand to those battling Covid-19, providing not just medicines but also food and any other assistance required. This culture of support extended beyond the physical realm, with team members offering much-needed moral support during periods of the pandemic.

Moreover, IndiGo instilled a culture of urgency among its employees, emphasising the importance of maximising every minute. While this pace could be demanding at times, many employees found themselves energised by the adrenaline rush it brought. Every on-time departure was celebrated as a significant accomplishment, highlighting the team's dedication to punctuality and operational excellence.

The distinguishing factor between Indigo and their competitors has been their fastidiousness to make OTP their DNA, hence, what other airlines take for granted and make it a skill to build, at Indigo it is a way of life. The OTP and NFS (Need for Speed) made Indigo a game changer, and reduced turnaround times to record levels, thus creating higher aircraft utilisation from its fleet.

It is this unique company culture that has helped IndiGo bloom into the largest airline in India; each individual voluntarily choosing to give their best every single day for an airline they adore. The soul of the company has been nurtured to grow and evolve with the changing times. Should IndiGo continue to abandon the old ways and learn contemporary ways ? IndiGo is poised to maintain its strong market presence with a loyal and dedicated employee base, ensuring its enduring success in the airline industry for years to come.

This article was written by Parakh Kukreja for Avialaz Consultants and has been edited by Sanjay Lazar . Parakh has enjoyed a stint at Indigo and Vistara, two of India's leading airlines, and writes of her own experiences.

Avialaz Consultants an aviation consultancy, was co-founded by Sanjay Lazar who is an author and Harvard Law Professional with 37 years’ experience in aviation, law, public speaking, and leadership coaching. He is available at @lazar1 on Linked-In & @sjlazars on X (formerly Twitter)

His book ‘On Angels’ Wings — Beyond the Bombing of Air India 182' is a number 1 #Bestseller available on Amazon.in