Press Statement: March 17, 2020

Given the extraordinary circumstances we at IndiGo and our customers are facing, our customer interaction volumes across all our channels have gone up exponentially, especially at the call center. In the last few weeks, we have witnessed over 500% increase in queries through calls and emails. To helps us serve our customers better, here is what we are promoting: 

·Check our website www.goindigo.in to find answers to your query – our website is being updated constantly and there is a very high possibility of customer finding the response to their queries without having to wait in a queue on a call. On the website, one can check FAQs regarding change fee waiver; claim refund for cancelled flight – click on Plan B; etc. 

·   The situation is shifting constantly. We are requesting our customer, if their flight is over two weeks away consider delaying their request, preferably 3 days in advance so as to help deliver to those who are in need first by keeping our call center lines open and resources available for them. 

·   If their flight is within 14 days and you absolutely need to speak with us then try and reach us on 9910383838 or email us customer.relations@goindigo.in –please do note that the wait time may be long as we are constantly engaged in helping customers who are reaching out to us. 

IndiGo was the first airline to introduce zero change fees recently, in advance of the DGCA advisory circular. When we have had to cancel flights due to any government intervention, on account of visa policies or similar, we give our customers full refunds. 

In common with other LCC (Low Cost Carrier) practice, for domestic flights which we expect to operate, we are allowing free changes for all: total refunds are being given only for special cases. We continue to review our policies on a daily basis and are focused on providing the best possible solutions to customers.

• In January and February 2020, IndiGo experienced modest impact from the Coronavirus. We cancelled our flights to China and Hong Kong and reduced frequency to certain other South-east Asia markets. This capacity was redeployed in other markets without having a material impact on our revenues.
• Over the past few days however, week-on-week, we have seen a 15-20% decline in our daily bookings. Please note that the numbers could change from here based on how the situation evolves.
• We expect our quarterly earnings to be materially impacted because of the above. In addition, the rupee has also depreciated sharply which will have an adverse impact on our dollar denominated liabilities primarily on account of capitalized operating leases. 

IndiGo

IndiGo is amongst the fastest growing carriers in the world. IndiGo has a simple philosophy: offer low fares and on-time, courteous, hassle-free service. With its fleet of over 250 aircraft, the airline offers over 1500 daily flights and connects 63 domestic destinations and 24 international destinations. For more information, please visit www.goIndiGo.in. You can also connect with us on Facebook, Twitter and Instagram.