For nearly 20 years, IndiGo has been India’s go-to low-cost carrier, valued for predictability, on-time performance, connectivity, and competitive fares. However, the recent wave of flight cancellations has shaken this perception, raising questions about potential long-term brand damage.
Brand experts see the impact as significant but nuanced. Harish Bijoor notes that while the airline’s image has taken a hit, its core business fundamentals remain strong. In India’s price-sensitive market, convenience and connectivity often outweigh sentiment. Yet, the crisis exposed that IndiGo’s brand relationship is largely transactional, underscoring the need to build emotional resilience through sustained trust-building initiatives.
Rutu Mody-Kamdar views the situation as a breach of trust, as IndiGo’s primary promise of reliability was compromised. While passenger numbers may recover, loyalty and pricing power could erode if structural assurances are not implemented. Experts agree that beyond PR fixes, the airline must demonstrate transparency, concrete remedies, and verifiable performance standards to restore consumer confidence.
