Final report on INDIGO Airline

1. “INDIGO”
Presented By
PRANAB MISHRA
PGD Logistics & Supply Chain
Management

2. HISTORY
IndiGo was founded in 2006 as a private company by Rahul Bhatia of
InterGlobe Enterprises and Rakesh Gangwal, a United States-
based NRI. InterGlobe had a 51.12% stake in IndiGo and 47.88% was held by
Gangwal's Virginia-based company Caelum Investments. IndiGo placed a firm
order for 100 Airbus A320-200 aircraft in June 2005 with plans to begin
operations in mid-2006. IndiGo took delivery of its first Airbus aircraft on 28
July 2006, nearly one year after placing the order. It commenced operations on
4 August 2006 with a service from New Delhi to Imphal via Guwahati. By the
end of 2006, the airline had six aircraft and nine more aircraft were acquired in
2007. In December 2010, IndiGo replaced state-run carrier Air India as the
third largest airline in India, behind Kingfisher Airlines and Jet Airways with a
passenger market share of 17.3%.
In 2011, IndiGo placed an order for 180 Airbus A320 aircraft in a deal worth
US$15 billion. In January 2011, after completing five years of operations, the
airline got permission to launch international flights. The airline launched
international services in September 2011. In December 2011, the DGCA
expressed reservations that the rapid expansion could impact passenger
safety.
In February 2012, IndiGo took delivery of its 50th aircraft, less than six years
after it began operations in 2006. For the quarter ending March 2012, IndiGo
was the most profitable airline in India and became the second largest airline
in India in terms of passenger market share. On 17 August 2012, IndiGo
became the largest airline in India in terms of market share surpassing Jet
Airways, six years after commencing operations.
In January 2013, IndiGo was the second-fastest-growing low-cost carrier in Asia
behind Indonesian airline Lion Air. In February 2013, following the
announcement of the civil aviation ministry that it would allow IndiGo to take
delivery of only five aircraft that year, the airline planned to introduce low-cost
regional flights by setting up a subsidiary. Later, IndiGo announced that it
planned to seek permission from the ministry to acquire four more aircraft,
therefore taking delivery of nine aircraft in 2013. As of March 2014, IndiGo is
the second-largest low-cost carrier in Asia in terms of seats flown.

3. In August 2015, IndiGo placed an order of 250 Airbus A320neo aircraft worth
$27 billion, making it the largest single order ever in Airbus history. IndiGo
announced a 3,200 crore₹ (US$500 million) initial public offering on 19
October 2015 which opened on 27 October 2015.
About IndiGo
IndiGo is India’s largest passenger airline with a market share of 39.5% as of
October, 2017. They primarily operate in India’s domestic air travel market as a
low-cost carrier with focus on their three pillars – offering low fares, being on-
time and delivering a courteous and hassle-free experience. IndiGo has
become synonymous with being on-time.
Since their inception in August 2006, they have grown from a carrier with one
plane to a fleet of 144 aircraft today. A uniform fleet for each type of
operation, high operational reliability and an award winning service make
them one of the most reliable airlines in the world. They currently operate
flights connecting to 48 destinations – 41 domestic and 7 international.
The Preferred Airline
IndiGo is not only the most efficient low fare operator domestically but is also
comparable with global low cost airlines. They are constantly enhancing their
engagement with their passengers to augment their travel experience. From
multichannel direct sales (including online flight booking, call centers and
airport counters), to online flight status checking, an exclusive IndiGo app for
Android, they have transformed air travel in India. Today, they are India’s most
preferred airline. At IndiGo, low fares come with high quality.
Great Place to Work
Being courteous and hassle free starts with being a hassle-free place to work. A
highly engaged and motivated workforce leads to higher levels of customer
service. Their state-of-the-art ‘ifly’ facility is designed to deliver a real-time
training experience to all our new recruits. This training facility is considered to
be one the best aviation training facilities in India. With our people-friendly
culture at the heart of all they do, we continuously help the company staff find
work-life balance. Ten years in a row, IndiGo continues to be amongst the best
organizations to work for in India and has been named Aon’s Best Employer,
2017
IndiGoReach

4. The Corporate Social Responsibility (CSR) initiative of IndiGoReach focuses on
three broad themes: Children and education, women empowerment and
environment. They work towards upliftment of communities not just around
us but also far-flung areas on the country. After all, India’s holistic progress is
rooted in the collective aspirations of its people.
Facts and Figures
• 9 consecutive years of profitable operations
• Fleet of 144 aircraft including 27 new generation A320neos
• Recognized as ‘Great Place to Work for in India’ for 8 years in a row
(2008- 2015)
• Named as Aon’s Best Employer for the year 2016 and 2017.

5. COMPETITORS
• Air India
• Jet Airways
• Jet Lite
• Spice Jet
• Go Air
• Air Asia
• Vistara
AIR INDIA JET AIRWAYS
JET LITE SPICEJET
GO AIR AIR ASIA
VISTARA

6. And many more …
LOGO OF THE COMPETITORS

7. And many more …
MARKET SHARE
Pie Chart showing the Domestic Market Share of airlines in India

8. UNIQUE SELLING PROPOSITION (USP)
On-time – They have their systems and processes geared up to ensure their
planes take off on time. They believe that their customers deserve nothing
less. They understand and respect the fact that their customers want to get to
their destination on time and their time is precious. Therefore, keeping safety
in mind, they engineer their processes and train their people to ensure that
their planes take off on time. For them, being on time is not just making sure
that their flights run in a timely manner but also extends to their internal brand
values. It also means on-time classes, on-time salaries, on-time meetings, on-
time promotions, on-time appraisals and so on and so forth.
Low fares – Providing low fares is another promise they make to our
customers. However, offering low fares is not just the responsibility of the
pricing team. It is predicated on them being able to keep their costs low. They
have been ferociously cost-conscious and yet have churned out a very high-
quality product consistently.
Courteous – And then they have the most important pillar of providing a
courteous and hassle- free experience to everyone who not just flies IndiGo
but also to all those who come to IndiGo.
Hassel–free – Indigo automates more and more services by investing in
technology that can make the process more seamless. For example – check-in
24 hours prior to flying.

9. PRODUCT RANGE
Core Product
The core product of indigo airlines is that they provide low cost passenger air
transportation for middle class and lower middle-class customers so that they
can also experience flight journey.
Supplementary Product
Along with the core product they also offer supplementary product. They are
like Check in, Food on board, connecting flight while traveling where the
service is not available, Complementary gifts along with the travel, In-flight
entertainment such as music, movies games and Frequent flier programs.
Augmented Product
A commodity that has both the primary physical attributes and the non-
physical attributes that are added to increase the product's value. They
Augmented product are-
• Online booking
• Variety of meal options
• Pick up and drop service
• Mobile ticketing

10. LOGISTICS OF THE COMPANY
IndiGo CarGo - IndiGo CarGo is part of InterGlobe
Enterprises. Indigo’s Cargo services named CarGO is also catching up very fast.
They take very good care of the shipments. They have special packaging for
fragile packages which come under 6E priority. They do not accept perishable
shipments like seafood, dairy, plants, meat. Indigo Airlines also carries postal
mails like speed post, ordinary mail and Army mail.
Track Your Shipment

11. CARGO LOCATIONS
Domestic Station Contact
Agartala(IXA), Ahemdabad(AMD), Amritsar (ATQ), Bengaluru (BLR),
Bhubaneshwar(BBI), Bagdogra(IXB), Chennai(MAA), Cochin (COK),
Coimbatore(CJB), Chandigarh(IXC), Dibrugarh(DIB), Dimapur(DMU), Dehradun
(DED), Guwahati(GAU), Goa(GOI), Hyderabad(HYD), Indore(IDR), Imphal (IMF),
Jaipur(JAI), Jammu(IXJ), Kolkata(CCU), Kozhikode (CCJ), Lucknow(LKO),
Mangalore (IXE), Madurai (IXM), Mumbai(BOM), New Delhi(DEL), Mangalore
(IXE), Patna(PAT), Nagpur(NAG), Pune(PNQ), Ranchi (IXR), Port Blair (IXZ),
Raipur(RPR), Udaipur (UDR), Srinagar(SXR), Trivandrum (TRV), Varanasi (VNS),
Vadodara (BDQ), Vishakhapatnam (VTZ)
International Contact
Bangkok(BKK), Mumbai (BOM), Chennai (MAA), New Delhi (DEL), Doha (DOH),
Dubai (DXB), Hyderabad (HYD), Kathmandu (KTM), Kochi (COK), Kolkata (CCU),
Muscat (MCT), Sharjah (SHJ), Singapore (SIN), Trivandrum (TRV)

12. CarGo Services
6E Priority
As the name suggests, the shipments which are time sensitive in nature is
termed as Express cargo. Due to their time sensitivity, they require special
handling. The priority of upliftment of this type of cargo is just after Human
Remains. Packaging of 6E Priority Cargo will be in separate bags which are
easily identifiable. Maximum weight per bag should not exceed 32 kgs. Each
bag will be sealed so as to prevent any loss of contents.
Perishable
The International Air Transport Association (IATA) defines a shipment as
perishable if its contents will deteriorate over a given period of time if exposed
to harsh environmental conditions, such as excessive temperature or humidity.
Examples of perishable shipments include seafood, dairy, plants, meat, fruits
and vegetables, fish seed (or shrimps) and live tropical fish.
IndiGo does not accept any perishable cargo which needs temperature
maintenance while on board, while a Temperature Sensitive Shipment can be
accepted by IndiGo in case packing of shipment can sustain the temperature
requirement of its contents.
Perishable cargo containing fluid or moisture which could leak on to the
compartment floor shall not be accepted for carriage on IndiGo.
Fish Seed
Baby fishes, just out from the hatcheries are termed as fish seeds. These are
transported to different places for their growing up and eventually to be sold
in the market. There are two types of fish seeds: freshwater and salt water fish
seeds. Generally, they are transported in polythene bags containing water and
oxygen.
Dry Ice As Packing Material
Dry ice (or carbon dioxide solid, UN 1845) is considered a dangerous
good/hazardous material for air transport and requires special handling. Dry
ice is classified by DOT (Department of Transportation) and IATA as a
"miscellaneous" hazard, class 9.
At IndiGo, Dry ice is used as a coolant for storing perishable like chocolates,
ice-creams, blood samples, medicines, stickers etc.
Postal Mail

13. Post office mail is high priority carried by an airline. Carriage of post office mail
is governed by Universal Postal Union (UPU) Convention. IndiGo carries
different types of Postal Mail like, SPEED Post, ARMY Mail, ORDINARY Mail.
General Cargo
General cargo is a generic term used for cargo which does not require special
handling. It includes documents and samples (courier bags), motor parts,
readymade garments, fabrics etc.
IndiGo CarGO System – It includes system for Tracking and Managing cargo. It
includes the following
1) Use of Radio Frequency Identifier (RFID) tags to determine cargo location in
Bay area.
2) Tracking cargo till it reaches its end destination.
3) Suggesting bay area for cargo depending on other cargo in line.
4) Pricing based on weight/location and type.
5) Reporting capability and integration with procurement system.
Logistics in IndiGo can also be viewed from overall perspective. The logistics in
this case can be of two types. They are as follows:-
1. Inbound Logistics – Route Selection
Passenger Service
Fuel
Aircraft Acquisition
Flight Scheduling
Staff Scheduling
2. Outbound Logistics – Baggage System
Flight Connection

14. Rental Car and Hotel Reservation System
CUSTOMER SERVICE
The airline various services includes: -
Accommodation - Stay Comfortable - Book a comfortable and hassle-free stay
anywhere in the city with their accommodation partners!

15. Car Rental - Drive to your doorstep - Schedule and book a cab from our car
rental services and get a drop to your doorstep!

16. Discounts - Indigo Airlines gives discount to senior citizens and students. It
gives seasonal and time to time discounts on its mobile app and website. There
is a fee charged on flight cancellations and rescheduling.
Different Modes of booking - Tickets for Indigo airlines can be booked through
different methods- online booking through its website, Through the mobile
app, on call to the Indigo call centre and through authorized travel agents. It
has “hold and pay” facilities which allow their customers to hold their bookings
for a brief amount of time. Indigo has a highly professional staff which makes
sure that their processes are smooth and hassle free.
Weather Update - At IndiGo, they try their level best to predict weather
conditions so that they can reschedule their flights accordingly and inform
their passengers well in advance about the changes. Their ground staff are
doing their best to make sure there is minimum discomfort to their passengers
who have been affected due to rescheduling of flights. Safety of their
passengers and crew is of utmost importance and all decisions are taken to
ensure the same at any given time.
Alert – IndiGo customers will get timely alert in case
• If your flight is delayed, customers will be notified by SMS, phone and e-
mail.
• If your flight is cancelled, customers will be informed via SMS, phone
and e-mail. They can book an alternate flight online.
Call Centre - Indigo has a customer service where people can call in for their
queries and suggestions. For flights related queries, passenger can dial 092127
83838 and for cargo related queries it’s 01246613866 or 01140404200
Check-in – Under this there are three types of check-ins. They are:-
• Kiosk Check-in - Kiosk Check-in is a convenient way for passengers to
check-in using IndiGo kiosks located at the airport. Passengers can select
their preferred seat and print their boarding pass.
• Mobile Check-in - Mobile Check-in is a convenient way to check-in using
your mobile device. Passengers can select their preferred seat, email or

17. print their e-Boarding pass.
• Web Check-in - Web Check-in is a convenient way to check-in on the
internet for our domestic flights. Passengers can Web Check-in at any
time up to 1 hour prior to the scheduled departure time. This service
allows passengers to select their preferred seat and print or email their
e-Boarding pass.
Booking – Here the customers can
• Modify Booking - Visit the View/Change bookings option on the
homepage of IndiGo website which has a list of features that allow the
customer to retrieve and re-print their itineraries. They can also process
changes/ cancellations to the itinerary and make special service request
additions (meals, seat, pre-paid excess baggage etc.) in your booking.
Customers can also update their contact information on this page.
• Cancel Booking - The customers booking can be cancelled/ changed
before the scheduled time of departure by contacting IndiGo's Call
Centre, at IndiGo's Airport Counters, on Indigo's website and through
participating travel agent responsible for original booking
• 2 hours prior to flight departure for domestic flights
• 4 hours prior to flight departure for international flights
• Hold Bookings - Assist the passengers in reserving tickets prior to
making the payment at the nearest ticketing center or through our
website. Passengers may call the call center to hold a reservation or may
hold the reservation through Mobile application.
6E Xtras - This includes
6E Upgrade Under this Service, Passengers can/ are:
• Modify their booking multiple number of times or cancel the booking,
without paying any additional Charge or Cancellation fees,
• Select the seat of their choice without any charge, including all seats
(extra legroom seats and select window and aisle seats) that are

18. otherwise available for pre-assignment at a charge, subject to
availability.
• Entitled to a free snack comprising of a food item and beverage from the
available choice on board.
Group Booking - If the travelling party has 7 or more travelers,then IndiGo
offers you following benefits:
1) A customized fare quote to give you savings over the available fares.
2) Flexibility to add names up to 10 days before the journey.
3) A convenient interface to book, make payment and add names of travelers.
4) Pay using a host of convenient payment options also enjoy the flexibility of
paying partially for your group for travel outside 21 days.
Travel Insurance – Here travel Insurance is provided to customer of both
Domestic and International flight by TATA AIG General Insurance Company
Limited.
UAE Visa – It gives two types of UAE Visa.They are :-
VISA TYPES:
CODE DESCRIPTION
VIS 15 Visitor visa for stay up to 15 days
VIS 30 Visitor visa for stay up to 30 days
The visa is an electronic visa which is updated directly on your PNR. It is a
single-entry visa. The entry and exit of the applicant has to be from the Dubai
& Sharjah Airport only. Since IndiGo is flying to Dubai & Sharjah International
airport presently. Which may change with IndiGo expansion Plan. But he / she
is permitted to go to any part of UAE. On applying for a visa through INDIGO,

19. the process of finding a local sponsor in UAE gets eliminated and it becomes
more convenient, cost effective, automated and seamless.
Assistance – This includes the followings:
• Special assistance – The following are considered as our customers
requiring special assistance:
 Travelling with Infant - At IndiGo they are committed to making
their youngest customers’ travel experience enjoyable and
comfortable.
 Unaccompanied Minor – “Flying Solo Service” - Children above
the age of two (2) years and below the age of twelve (12) years
are regarded as minors. They would request children between the
ages of two (2) and five (5) to be accompanied by a companion
aged eighteen (18) years or more.
The “Flying Solo Service” - As a child, travelling alone can be an
exciting experience but as a parent/guardian please be assured
your child will be taken care of.
 Expecting Mother - For safe travel, they have a few requirements
for the customers who are expecting mothers. The ‘fit to fly’
certificate should include the following details:
 Weeks of pregnancy
 Expected date of delivery
 Complications if present
 Fitness of travel
• Disability Assistance - They provide caring customer service to their
customers with disabilities. To be able to assist customers the best, they
request their customers to notify them of their special needs at least
forty-eight (48) hours prior to the scheduled departure of their flight.
The following are relevant for our customers requiring disability
assistance:
1. Requirement of traveling with a Safety Assistant
2. For customers with Sensory Impairment

20.  Visual Impairment
 Hearing Impairment
 Visual & Hearing Impairment
3. Service Dog
4. Mobility Assistance
5. Assistive device
6. Spinal Support Equipment (SSE)
7. Traveling with broken limbs
8. Customers with Psychiatric or Emotional disorders
9. Customer with Intellectual disability/Dementia/Alzheimer/Autism and
Down syndrome:
10.Internal Devices
11.Portable oxygen concentrators (POC)
12.Customers with certain adverse medical conditions
• Medical Conditions - Customers who are ailing from any particular
medical condition can travel on IndiGo after giving prior medical
information as per the medical form provided on the IndiGo Website, in
order for IndiGo to provide complete assistance.
 Medical Information must be provided to IndiGo at least 72
hours prior to the scheduled departure of the flight.
 The customer must also inform IndiGo regarding any
hospitalisation requirement upon arrival.
 In case a Customer will be accompanied by a safety assistant
during travel then his/her name and contact details must also
be shared with IndiGo.
Their cabin crews are not authorized to give special assistance (e.g. lifting etc.).
Further they are trained only in first-aid and are not permitted to administer
any injections or to give any medication.

21. PLAN B – The customer can change their flight date or timing. The passengers
can change the time and/or date of the flight at no additional cost for the
following scenarios:
1) If the flight has been cancelled.
2) If the flight timing has been brought forward by 1 hour or more from the
scheduled time of departure.
3) Postponed by 2 hours or more, for travel beyond 48 hours.
If “YOU” are the owner what strategies you
would have done to increase the sale
• Tie up with more hotels.
• More effective marketing and advertising campaign for perfect brand
recall.
• Invest and explore more “Air Cargo opportunities.”
• Increase more domestic routes and hubs and also try to expand in
international routes as per demand.
• Target more Tier II and Tier III cities with growing disposable income.
• Se up innovative student promotional offers for students as they
extensively use Low Cost Carriers (LCCs).
• Tie up with Government agencies for least popular tourist destinations
and provide attractive packages.