This Training manual is necessary to read

1. Greetings From WeMark!!
As you have qualified the Selection and Training process with us, we are pleased to assign the ‘Indigo Airlines Mystery Audit ’
to you.
Indigo Airlines Mystery Audit : In this mystery audit, you have to evaluate the services of Indigo Airlines, based on the
various parameters from a customer’s perspective. This is a very interesting and highly confidential job so you should be
aware of all the guidelines of the same.
Important Instructions :
• You need to click all the mandatory pictures during your audit. The mandatory pictures are :
1. Boarding Pass
2. Lavatory
3. In flight food ordered
4. Any other negatives observed, like cleanliness, negative body language, staff not at kiosk etc. (Not mandatory).
• You need to record all the In- flight announcements during your audit.
• You need to record two call center audit audio recordings.
• You need to capture the names of all the staff members with whom you interacted during the audit.
Indigo Airlines Audit Process : The whole audit process can be divided into following parts :
1. Call Center Audit
2. In flight Audit
Call Center Audit :
• You need to call at the Indigo Call Center ,48 hours prior to the audit (Contact No. 9910383838,1246613838).
• You can perform one of the below mentioned scenarios :
1. Ask for a booking after 3 days
2. Rescheduling
3. Cancellation of PNR
4. Ask any query – Like you don’t have the original ID proof, so would a photocopy work? , ask about web check-in
procedure, ask about meal charges etc.
Evaluation Parameters : Call Center Agents need to be evaluated on the following pointers :
1. Greeting and Closing of Call
2. How much willing they are to help
3. How effectively are they probing and trying to understand your needs
4. How well the objections are being handled
5. Whether the agents are creating the urgency to sell their product and how well they ask for sale
6. If the travel is after 3 days, whether Hold and Pay is being offered or not
7. If they communicate clearly with correct grammar, appropriate tone and rate of speech
8. How professional and courteous they are
9. How well aware about the policies and is knowledgeable or not
10. Phonetically reconfirmed your name or not before making the Hold reservation.

2. In flight Audit :
Once you reach at the Airport, you need to visit below mentioned counters :
1. Ticketing Counter
2. Check-In Counter
3. Kiosk (It is mandatory to visit all the above mentioned counters).
Ticketing Counter : Ticketing counter means a counter, from where a passenger can purchase his/her ticket for travel. It
is generally located outside the airport.
TICKETING COUNTER
Evaluation Parameters:
Ticketing Counter needs to be evaluated on the following parameters:
1. Exterior maintenance and cleanliness
2. Counter overall appearance, like signages in good condition, microphones working properly etc.
3. Staff behaviour and grooming
4. Query handling skills of the staff.
Check-In Counter : Check-in is usually the first procedure for a passenger when arriving at an airport, as airline
regulations require passengers to check in by at-least 45 minutes prior to the scheduled departure of a flight. During this
process, the passenger has the ability to ask for special accommodations such as seating preferences, inquire about flight or

3. destination information, make changes to reservations, accumulate frequent flyer program miles, or pay for up-grades. The
airline check-in counter’s main function, however, is to accept luggage that is to go in the aircraft's cargo hold and issue
boarding passes.
CHECK-IN COUNTER
Evaluation Parameters : Check-in Counter needs to be evaluated on the following parameters:
1. Maintenance and cleanliness
2. Counter overall appearance
3. Staff behaviour and grooming
4. Sufficient staff availability
5. Queue handling and management
6. Proper following of the standards – Staff asks for ID proof, booking located within 15 seconds, asked about seat
preference, monitor size and number of handbagsa ( 7 kg is allowed to carry as hand baggage,if more than
that,then you will have to pay extra), boarding pass handed over with smile and greetings, highlighting of details on
boarding pass
7. Query handling skills
8. Service at the “Special Assistance Counters”
9. All counters open or not and if all LCDs working properly.

4. Kiosk : The boarding pass can also be issued from the kiosk. It is called ‘Self Check-In’. Indigo provides Kiosk only in 6
cities- Delhi, Mumbai, Bangalore, Hyderabad, Chennai, Kolkata.
KIOSK
Evaluation Parameters : Kiosk needs to be evaluated on the following parameters:
1. In working condition or not
2. Staff availability (It is mandatory)
3. Easy to use
4. Cleanliness.
Web Check-In : It is the facility provided by Indigo to the passengers to check-in directly from internet and
generate the boarding pass easily. A web check-in facility can be avail only 48 hours to two hours to the scheduled
departure of the flight.
Security Hold Area : This is the area at the airport in which flight related announcements are made such as
flight number, guidance to the right boarding gate etc. But this is not applicable in case of silent airports.
There are 4 silent airports in India –
1. Delhi
2. Mumbai
3. Bangalore
4. Hyderabad

5. Evaluation Parameter :
Proper announcements made (Not applicable in case of silent airports).
Boarding Gate : A Boarding Gate, is the area of an airport, from where the Boarding Process starts.
BOARDING GATE
Evaluation Parameters : Boarding Gate needs to be evaluated on the following parameters:
1. Sufficient staff availability
2. LCDs working and updated with correct details
3. Staff grooming and behaviour
4. Greeting and assistance
5. Flight departure display board (It should be in working condition and should be updated with flight details)
6. Handing over of the boarding pass ( It should be handed over with both the hands with proper smile and greetings).
Boarding Process : The boarding can be done in 2 ways :

6. 1. Through shuttle
2. Through Aero-bridge.
 If there is shuttle then the ramp/step ladder will be available for boarding the aircraft.
 Aero-Bridge : It is an enclosed, movable connector which extends from an airport boarding gate to an airplane,
allowing passengers to board and disembark without going outside.
Evaluation Parameters : Shuttle/Ramp/Aerobridge needs to be evaluated on the following parameters:
1. Condition of the shuttle
2. Announcements – automated/manual ( Recording is mandatory)
3. Kids, senior citizens and women with infant assisted or not (Ideally all the senior citizens, kids, women with infant
and wheel chair persons should be boarded first)
4. Grooming of the driver
5. Correct path followed by the driver or not
6. Placement of security cones ( If these are available near the aircraft or not).
SHUTTLE RAMP
STEP LADDER

7. AERO-BRIDGE
On Board Evaluation : Once you enter in the aircraft you need to evaluate following mentioned pointers (For
details, please check the online Survey) :
 Welcome On Board- In this section you have to evaluate the overall behaviour of the crew members including
greetings, availability of crew members inside the cabin : Two crew members should be there inside the
cabin in case of two pint boarding and in case of Aero Bridge, it would be three.
 On Board Interiors- In this section you have to evaluate the whole interior of the plane including the lighting,
hello 6E magazines, air sickness bag, head rest cover( in alternate order of blue and white colour except the head
rest covers of emergency exit rows 1,12 ,and 13 which will always be in blue colour),walls, floor and seats.
 Lavatory - In this section you have to evaluate the condition of the lavatory- including door, floor, toilet area,
washbasin, visibility of mop etc.
Pre Takeoff Services and Procedures –
1. Introduction by the Captain (Recording is mandatory)
2. Lights dim (Whether the announcement made or not regarding this)
3. Pre take-off guidelines (instructions for straigntening the seat, fastening the seat belts and opening the
window blinds etc)

8. 4. Closing and arming of door (It should be done by 2 crew members)
5. Behaviour of the employees ( It should be professional, no chit chatting etc).
Post Takeoff –
1. Announcements regarding PED (Portable Electronic Devices) usage
2. Initiation of service procedures (It should be initiated within 8 minutes)
3. Time taken to finish Food &Beverage service
4. Informing about time and weather of destination
5. Serving of food and drinks
6. Prompt response to passenger requests
7. Cabin crew cross selling and up selling skills
8. Clearance and Feedback Round done or not (The clearance should be done by the two crew members)
9. Payment Transaction Handling
10. All the Security Procedures followed or not
11. Time taken for the De-boarding.
PROPERLY AlIGNED HEADE REST COVERS
PROPERLY ALIGNED SEAT BELTS

9. Arrival Hall and Baggage Assistance :
Arrival Desk : Indigo provides dedicated Arrival Desk only in the 4 cities – Delhi, Mumbai, Bangalore, Hyderabad.
Evaluation Parameters :
1. Manning of the Arrival Desk (Only applicable in case of above mentioned 4 cities)
2. Staff grooming
3. Greeting
4. Interaction with passengers.
Baggage Assistance :
Baggage Belt : Baggage belt is an automated rotating machine which delivers the check in luggage of the
passengers. The job of Baggage belt is to deliver the luggage safely to the passengers in lesser time.
Evaluation Parameters :
1. Staff availability at the baggage belt (Specially in case, when your baggage is delayed)
2. Staff behaviour and grooming
3. Greeting and assistance ( Staff should be professional and courteous while providing assistance)
4. Time Taken to receive the baggage ( If the baggage arrival takes more than 25 minutes,then it would be
considered as 'Delayed Baggage Delivery')
5. Baggage dispute handling by the staff.

10. BAGGAGE BELT