25 Aug 2015

Thank You Indigo Airlines

It’s appalling how businesses treat their customers these days. Ponzi sites, hate-selling, shoddy after-sales service - we see and read about them every day. Social media is rife with so many complaints that it appears businesses look at customers simply as tools to make money.

Often however, employees or brands take amazing care of their customers and try to bring smiles on their faces. But we rarely hear about those instances. Negativity has been so deeply ingrained in us by the media that everything positive is seen as ‘expected’ and trifling matters often get perceived as negative and are blown out of proportion. The positive experiences are forgotten. Well, not always. Rachna wrote about an awesome initiative, and I am writing about another. This post is to thank Indigo Airlines for the exceptional care that they took of my 92-year-old grandmother.

Granny was staying with us since the past 6 months, and wanted to go back home to Varanasi. She had never travelled by plane, and it was one of her wishes. So mom and I booked tickets on Indigo Airlines. Granny and I would fly on 19th August on flight 6E 578. I didn't book a wheelchair or airplane seats online; I always do that at the airport. But the sound pasting I got from mom left me somewhat unnerved. Until we entered the airport, I thought that it would have been better if I had sorted everything while booking tickets itself. 

How wrong I was! As soon as we entered the airport, someone from the Indigo team - Gaurav - rushed to me and asked if granny required a wheelchair. “Okay, this should sort things somewhat”, I thought as I said she did. Little did I know that he and his team were just about to make this a stroll in the park for us. I asked him to help her onto the wheelchair while I waited in line to check in. No need, he said, and took me to an empty counter. I asked the lady who was checking our luggage in for seats in the 12th row so that granny would get more leg room. But wheelchair-bound people aren’t allotted those seats since that’s where the emergency exit is. Instead, the lady suggested that she would allot us seats in the second row, and if the flight was empty, granny and I could sit in the first row, which offers ample leg space too. I am sad that I forgot her name. In fact, I interacted with so many people that I’m feeling pretty sucky about not having noted their names so that I could include them in this post.

Right before getting onto the plane

Gaurav wheeled granny right to gate number 9 and informed the ground staff about her. They kept a watch on her while I brought tea. A crew member took her to the bathroom right before our flight arrived. Another ensured that she got on to the bus headed for our flight before everyone else. He wheeled her up the ramp right till the entrance of the plane. And even before I could take a good look at the faces of the pretty air hostesses, they had offered the first row seats to granny and me. Even melted butter cannot slide as smoothly as things were here.

Selfie clicked on granny's request

The flight was comfortable. It’s unbelievable how fearless my granny is. Not once did she flinch when the plane took off. And she was totally at home when we were airborne. Looking outside the window, studying the air hostesses… time flew by for her.

Granny is quite a fit woman for her age and often complains that we don’t let her walk enough. So when we were alighting, I thought we could walk to the taxi stand. But the air hostess said that she had radioed for a wheelchair, and it arrived before she completed her sentence. Again, granny was wheeled right out till the taxi stand, and the Indigo staff member stood with us in the sweltering 2:00 pm heat of Varanasi until a taxi came along. I loaded our luggage in it and helped granny sit. The man quietly folded the chair, shook my outstretched hand and walked back to the airport to do his duty.

Not once did even one person grimace, let alone complain. Not once did anyone ask for money (although I tipped everyone who helped). What appeared extraordinary to me because of the ease with which it was done, was regular for them. How many businesses take such good care of their customers?

I don't need to harp on concepts of customer service here, do I? Neither do I need to analyze what they did right and what they could have done etc. I just want to leave you with the feelings of warmth and genuineness that the crew of the airline displayed.

Dear Indigo Airlines, you have made a loyalist out of me. I don’t fly often, but whenever I do, I’ll fly with you. You guys may be setting high standards for yourself in customer satisfaction, but what you do is far more than that. It is service to mankind. Each member who was part of the team of flight 6E 578 on which PNR O7VYZ7 flew made the first flight of a 92-year-old woman a delight. You treated her like a queen. Here is a heartfelt thank you from my entire family.


  1. This was such a heartwarming read, Vishal. Indeed, we rarely share positive news or experiences, even reviews for that matter. I am glad Indigo took such good care of your grandma and that you wrote about it. They are a good airline. I have traveled several times with them and never had any reason to complain. Another great feature of the airline is that they always land you on time. And I am quite impressed with the number of women pilots on their fleet. :)

    Your experience reminded me of a certain flight a long time ago on Jet Airways. I was traveling with a toddler son back then alone. He was having one of those cranky days and was clinging to me. And we had to walk from the airport building to the plane. It was exceedingly hot. As I stepped out, I immediately found a Jet Airways personnel spring to my side with a large umbrella. To my surprise, he escorted me to the plane with the umbrella while I carried my son in my arms. I was so touched. I remember coming home and writing an email to Jet about it. Warm ways in which they touch our lives.

    Also, thanks for sharing my post.

    1. I agree with everything which you have mentioned about Indigo, Rachna. They're on schedule (hope we don't jinx it) and reliable. No reason to complain.

      And it is touching indeed to hear about the Jet staff being human before being an employee of the company. They're unsung heroes on the ground who deserve to be recognized more.

  2. Such a heart-warming read Vishal, I was deeply touched as I read through the experience. I am so happy for your granny to have had a beautiful experience and thank you so much for sharing it so lovingly. Indigo serving you and your granny with joy and your expressing of heartfelt gratitude in this manner... has created such a beautiful blessing of love, it is beyond any expression of my words. The moments are gone but this wave of genuine warmth, the joy, the goodness will stay on, forever. Loved the idea of a selfie by granny... so cute! :-)

    1. Yeah... she's a natural at getting photos clicked from the looks of it.

      Completely agree when you say that the moment may have passed by the goodness will stay forever. Thank you for your hearty appreciation of the people who deserve it Arti :)

  3. True appreciation is very valuable. .Thank you Vishal for your view on *Indigo*caretakers. ...It opens many windows of the heart. ..kudos! INDIGO

  4. Vishal, this is such a wonderful and positive read. Honestly, I never thought IndiGo (or for that matter, any other airlines) would go to such an extent. There so much competition in that sector and eventually everything boils down to timeliness. Kudos to IndoGo and kudos to you to bring this out in the open..

    1. That's true Binu. It gives me hope to think that humanity still exists in abundance in this world :)

  5. To check Air Asia ticket status easily, you can call Indigo Airlines Customer Care Number.

  6. I really appreciate your act to educate people about science and technology Also Thanks for Sharing This Amazing Post.
    Thanks for taking the time to discuss that, I feel strongly about this and so really like getting to know more on this kind of field. Do you mind updating your blog post with additional insight? It should be really useful for all of us.
    Customer Care Number
    Contact Number
    Toll Free Number
    helpline number
    Contact Number HUB

  7. Dial (1-800-319-5804) we are tech support provider for EPSON PRINTER TECHNICAL SUPPORT NUMBER and we will provide complete technical support for password recovery of phone.

    Epson printer customer care phone number
    Epson customer care phone number
    epson printer support phone number
    epson printer technical support number
    epson toll free number

  8. If you are facing s such kind of the issues in your printer & want support for HP printer then call us at our HP Printer toll free number +1-855-376-8777. We are team of certified engineer & experts that will provide you instant support.

    HP Pritner Toll Free Number

  9. Dial (1-800-304-9126) we are technical support provider for HP support phone number and we will provide complete technical support for any issue of HP software.
    HP Printer Support Phone Number
    HP Support Phone Number
    HP Technical Support Phone Number

  10. HP offers a hundred percent of money guarantee services to its users. Get the best assistance for HP products then Dial our toll-free HP printer support phone number 1-800-304-9126 and get help instantly for HP products.

    HP Printer Support Number
    HP Printer Support Phone Number
    HP Printer Phone Number
    HP Printer Customer Support Number
    HP Printer Customer Service Number

  11. Looking for a reliable printer service provider, dial the toll-free number of Epson printer customer support. The technicians will provide you with assistance for all technical issues related to the Epson printer.

  12. Avail the benefits for troubleshooting all kind of HP printer issues from the HP printer customer service team. In case, if you have some important personal or official work but suddenly stops working, you need assistance from HP printer customer support team by dialing the hp printer toll free number.

    Setup and installation of an HP printer
    Installation of the printer software

  13. Brother printers are designed in such a way that the printer can be used for the use of office, home, schools, colleges etc. There is no doubt that these printers have amazing printing speed and offer high-quality performance. However, printers can develop some technical errors that can interrupt your work.
    You can also get our Brother Printer Support via social media like Facebook and Twitter. Any time you get into the issue, call Brother Printer Support and get your issue resolved quickly.In case you encounter any problem related to the printer you have, please get in touch with Brother Printer Support Number.

  14. To get solution for all the above issues and any other issues of Lexmark Printer, you can give us a call whenever you want.Our toll free number for Lexmark Printer is available 24/7 and you can get the best solution whenever you want.

    Lexmark printer customer support

  15. Epson printer Support Number has an answer to all your printer relates issues. We understand how a sudden problem in your Epson printer can harm your workability. Just connect to Epson printer customer service and troubleshoot your issues in a jiffy. Also, the team offers 24/7 assistance for delivering top-notch services and effective resolutions.

  16. Brother Printers are one of the most reliable, trustworthy, and quite affordable in general with other famous printer brands in the USA.At Brother printer customer support you can get the best technical support for all your Brother printer related glitches.

  17. Many customers believe that they are tech-savvy and they are known around the world problems related to printer. But this is not so. An individual can be well adapted to certain technologies but this is when the Brother Printer Support number comes to help. The Brother printer customer support number is toll-free, and the lines are open day and night.

  18. The support for Brother Printer customer Service is available from any piece of the world, at whatever point. So you can always dial the toll-free number if you confront any of the printer related issues.

    Brother printer support number
    Canon printer support
    Brother printer customer support

  19. Get solutions for all epson printer support related issues and queries and troubleshoot them with the help of experts available at Epson printer customer support toll-free phone number. Avail 24/7 customer service.

  20. Get solutions for all epson printer support related issues and queries and troubleshoot them with the help of experts available at Epson printer customer support toll-free phone number. Avail 24/7 customer service.


badge UA-22264662-1