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 As the first blog entry got exhausted. My second book |
| Evolution of Love Part 2 |
Your crisis didn't start this week. It started the day empathy left your leadership and quietly vanished from the organisation. And also when you assumed "rules don't apply to me." For most of us flying anywhere in India, the conversation begins with just one question: "Which airline?" And for years, the answer was always You, Indigo. But my recent experience, and a few in the past, have changed my perception about you. My flight from Mumbai to Delhi was scheduled for 4pm. I was allotted 18A and a gentleman in his late 70s was allotted 19B. First came the delay announcements. Then, without any intimation, the gate changed. No WhatsApp alert, no ground staff to guide us; we realised only when the Indigo name disappeared from the gate screen. Ten confused passengers approached the counter. Your staff insisted: "We left someone there to inform." If that were true, why were so many of us still standing there? "The delay is due to the late incoming arrival" is the common theme. And why is the incoming aircraft standing on the tarmac for 20 minutes before parking at the same vacant gate? We boarded....and finally took off post 6pm after being at the gate since 3pm. Mid-air, the gentleman on 19B politely asked the cabin crew: "Ma'am, I'm feeling very low....can I get a cup of coffee?" Your crew refused because "Pre-booked meals go first." Really?? Where is your humanity? He wasn't asking for anything free. "We only accept credit cards, not debit cards." Meanwhile, they stood giggling among themselves, completely detached from what passengers were experiencing. At 33,000 feet, when leadership cannot supervise you, your true culture shows. And what showed that day was indifference. Somewhere along the way, your success turned to arrogance, and empathy vanished. Your airline, Indigo, once my favourite case study for customer service....is now my example of how arrogance creeps in when a monopoly stops being grateful. This wasn't a one-off glitch, it was a design failure. For years you built the company on lean staffing, tight schedules, zero buffers and manipulation of rules. It worked beautifully until reality arrived in the form of new DGCA rules, crew shortages, and cascading delays. You didn't collapse because you were careless. You collapsed because you were over-optimised and under-resilient. #Indigo, you once set the benchmark for India. Today, it is a reminder of what happens when a company begins taking customers for granted. And you proved it, on my return journey, by cancelling my flight 3 hours before departure, leaving me helpless. For the first time, in years, I'm actively checking other airlines before choosing Indigo. You may not care. But passengers do. Because trust, once shaken at 33,000 feet...rarely lands smoothly again. A once loyal customer |
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