24-01-2013, 03:49 PM
CRM OF IndiGo Airlines
CRM OF IndiGo.pptx (Size: 757.79 KB / Downloads: 50)
About Indigo
IndiGo commenced operations on 4 August 2006.
Zoomtra.com is an authorized partner of Indigo Airlines.
Highly profitable and 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.
99.91% technical reliability.
Comprehensive power by hour (PBH) and maintenance agreements.
Strong Management.
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.
•Managing the “touch points”
CRM strategies
Online reservation system
Separate accounts for member, agency and corporate
24/7 multilingual call centre
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
Booked ticket through SMS and rescheduling of tickets in case of urgency .
CRM strategies
Offering low fares to stimulate demand.
providing a safe and on-time service.
Increasing ancillary revenues .
For leisure travellers , it offers a ticket package called Value Flier & bundled hotel offerings .
CRS system for reservation .
Positioning as ‘common man’