Daybreak Indigo's stocks maybe flying high but passenger patience has hit turbulence
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Apr 24, 2025 InterGlobe Aviation has soared to become the world's most valuable airline amidst a backdrop of customer complaints. As Indigo expands rapidly, issues like lost luggage and impolite staff have plagued passengers. The podcast reveals that nearly 90% of new frontline employees are under 20, raising concerns about service quality. Additionally, employees face grueling schedules, creating a stark contrast to the airline's financial success. As the company’s reputation hangs in the balance, the discussion probes whether Indigo has lost sight of its passengers.
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Indigo's Market Highs vs Passenger Woes
- Indigo briefly became the world's most valuable airline by market cap, surpassing Delta.
- Despite this, many Indian passengers have reported poor service experiences recently.
Young, Low-Paid Crew Hiring Shift
- Indigo recruits mostly very young staff now, 90% under 20 years old compared to 10% pre-pandemic.
- The focus is on hiring low-paid fresh recruits, mainly from smaller cities and northeast India, who are less likely to push back on pay cuts.
Decline in Crew Empathy and Service
- Older staff showed more empathy and maturity in dealing with passengers.
- Current complaints frequently cite rude or unresponsive staff showing decreased customer handling ability.