customer relationship management in Indigo Airlines

1. CRM
in
IndiGo Airlines

2. Indigo Stands for three things
1.On Time
3.Hassle Free
2.Affordable Fares

3. 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

4. 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

5. 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

6. 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

7. 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

9. Online Reservation System

10. Accounts

11. Offers

12. Comfort & Convenience
The livery of our air-conditioned airport buses
First Domestic Airline in India to replace
boarding stairs with ramps

13. Print Advertisements

14. Safety first at IndiGo: Follow best practices

15. Awards

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