CRM in

IndiGo Airlines

Indigo Stands for three things

1.On Time

3.Hassle Free

2.Affordable Fares

An Overview

• IndiGo commenced operations on 4 August 2006• Zoomtra.com is an authorized partner of Indigo Airlines• Fastest growing airline in India• A pure low cost carrier• All economy 180 seat aircraft• They serve 22 cities within India with 188 daily flights• Food sold on board• No frequent flyer program• No airport lounges

Indigo Offerings

• 2 Categories of Clients–Corporate –Retail

• Corporate Clients: Annual Contract• Zero Cancellations Charges• Free Meals• FAM Trips: Special trips to Tourist Destinations• Ticket Booklet• Fastest Turnaround Time in the Industry : 17 minutes Average• Travel Agents taken for FAM Trips• Seat Spacing 2 inch more than other low fare flights (Made in France; Toulouse)• Providing Meal on delayed Flights

Meaning of CRM In Airlines Industry

CRM is the process of managing detailed information about individual customers and carefully managing all customer “touch points” to customer loyalty

Meaning of CRM In Airlines Industry

CRM is the process of managing detailed information about individual customersand carefully managing all customer“touch points” to customer loyalty

CRM Practices

• Online reservation system• Separate accounts for member, agency and corporate• Call Centers• Proper schedule available on the website• Baggage Tracer• Well trained and groomed in-flight crew and most importantly on-time performance• Cheap Fares• Ancillary Services• Food and Beverages are allowed inside the flight• IndiGo offers new, comfortable, air conditioned buses• Notification by SMS in case of flight delay• Refund is available in case the flight is delayed by more than two hours

Online Reservation System

Accounts

Offers

Comfort & Convenience

The livery of our air-conditioned airport buses

First Domestic Airline in India to replace boarding stairs with ramps

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Safety first at IndiGo: Follow best practices

Awards

References

• https://book.goindigo.in/• http://commons.wikimedia.org/wiki/File:IndiGo_Airlines_logo.svg• http://en.wikipedia.org/wiki/IndiGo