IndiGo’s 10-Minute Turnaround: How Operational Efficiency Added 200 Flights Annually & Enhanced Customer Experience

Published on 14 Feb 2025 

Description: Discover how IndiGo’s operational efficiency strategy—saving 10 minutes per flight—led to 200 additional flights annually while enhancing Customer Experience Design. Learn how Customer Journey Mapping and Service Design played a role and explore top books and courses on CX.

Tags: IndiGo operational efficiency, Customer Experience Strategy, Journey Mapping, Process Mapping in UX, CX books and courses

Introduction: The Power of Operational Efficiency in Customer Experience

In the highly competitive airline industry, every minute saved translates into cost efficiency and Customer Experience. IndiGo, India’s largest airline, has successfully reduced turnaround time by 10 minutes per flight, allowing it to operate 200 additional flights annually. This operational efficiency not only maximizes fleet utilization but also significantly enhances User Centered Design.

In this case study, we will explore:
✔️ How IndiGo’s Process Mapping optimized turnaround time
✔️ How Customer Journey Mapping improved passenger experience
✔️ The business impact of UX Research and Customer Research
✔️ Top books and courses to master Customer Experience

Let’s dive in!

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Process Mapping: How IndiGo Achieved a 10-Minute Flight Time Reduction

Process Mapping involves breaking down an operational workflow to identify inefficiencies. IndiGo optimized its flight operations by:

1. Standardizing Its Fleet

IndiGo operates only Airbus A320 and A321 aircraft, which simplifies crew training, maintenance, and parts inventory. This reduces the time required for aircraft readiness and minimizes delays.

2. Optimizing Ground Handling Operations

By streamlining baggage handling, refueling, and cleaning, IndiGo has achieved a turnaround time of 20–25 minutes, among the fastest in the industry.

3. Implementing a 4-Zone Boarding System

IndiGo introduced a 4-zone boarding system, reducing average boarding time by 7 minutes and ensuring smoother passenger flow.

4. Adding Extra Disembarkation Ramps

The third ramp system introduced for remote stands helped cut deboarding time by 3 to 5 minutes.

5. Using Data-Driven Route Optimization

IndiGo collaborates with air traffic control to optimize flight paths, reduce holding patterns, and minimize taxi times, contributing to its time savings.

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Journey Mapping: How IndiGo Improved Customer Experience (CX)

Customer Journey Mapping focuses on enhancing each touchpoint in the passenger experience. IndiGo’s operational efficiency directly benefits passengers in several ways:

1. Higher On-Time Performance

By improving turnaround efficiency, IndiGo maintains one of the highest on-time performance (OTP) rates in India, leading to fewer delays and greater reliability.

2. More Flight Options

With 200 additional flights annually, IndiGo offers greater flexibility in travel schedules, catering to both business and leisure travelers.

3. Faster Boarding & Deplaning

The 4-zone boarding and extra ramps ensure passengers spend less time waiting in queues, improving their overall travel experience.

Business Impact: How UX & CX Strategies Boost IndiGo’s Growth

1. Higher Aircraft Utilization = More Revenue

Most airlines operate aircraft 8–10 hours per day, but IndiGo’s optimization allows for 12–13 hours of usage per aircraft, leading to more flights and increased revenue.

2. Stronger Customer Retention & Market Leadership

IndiGo’s high Net Promoter Score (NPS) and customer loyalty stem from its reliable, affordable, and seamless travel experience.

3. Competitive Advantage in a Price-Sensitive Market

As a low-cost carrier, IndiGo thrives on high efficiency and volume rather than premium pricing. Its cost-effective model is hard for competitors to replicate.

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Get 25% OFF or 3 MONTHS FREE IxDF Membership 

As UXNESS being official Education Partner Interaction Design Foundation (IxDF), brings you 25% discounts (3 Months Free) subscription on UX courses.

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Further Learning: Best Books & Courses on Customer Experience (CX)

To understand how CX drives business success, here are five must-read books and top-rated courses from Udemy and Interaction Design Foundation (IxDF).

Top 5 Books on Customer Experience

1. Chief Customer Officer 2.0 – Jeanne Bliss

2. The Power of Moments – Chip Heath & Dan Heath

3. The Cult of the Customer – Shep Hyken

4. Outside In: The Power of Putting Customers at the Center – Harley Manning & Kerry Bodine

5. Customer Understanding – Annette Franz

Top Courses on Customer Experience

📌 Interaction Design Foundation (IxDF) Courses:

• User Research Methods

• Service Design

• Design Thinking: The Beginner’s Guide

📌 Udemy Courses:

• Customer Experience Management (CX): Build a Great CX Strategy

• Customer Journey Mapping for CX Professionals

Want to create customer-centric experiences like IndiGo? Explore the books and courses above and start building better experiences today!

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Further readings

How UX Improvements Boosted Website Metrics: Real-World Case Studies (60M Downloads, 20% more DAU & more)

Top Online Platforms to Learn UX & UI Design

How to Use AI logo creator to Create Custom Logo

10 Heuristic Principles – Jakob Nielsen’s (Usability Heuristics)

Design Thinking Workshops: Tips for Facilitators and Participants

Design Thinking Workshop - Complete Guide 

7 principles of UX design for innovative AI solutions 

The Gestalt Principles - IxDF

3rd Edition CX & Loyalty Summit & Awards

 

3rd Edition CX & Loyalty Summit & Awards: Driving Revenue & Building Relations Through CX Transformation  & Increased Brand Loyalty 

Riyadh, Saudi Arabia – The 3rd Edition CX & Loyalty Summit & Awards KSA 2024, a premier event focused on the future of customer experience and loyalty, is scheduled to take place on September 24-25, 2024, at the InterContinental Riyadh, an IHG Hotel. Co-located with the 5th Annual Future Banks Summit & Awards KSA 2024, this distinguished summit will provide a comprehensive exploration of the latest trends and innovations in CX, offering invaluable insights through interactive keynote sessions, expert-led panels, and live case studies.

Discover cutting-edge approaches employed by leading organizations to enhance customer interactions and drive value. From AI-driven personalization to immersive customer engagement platforms, attendees will gain firsthand access to latest innovations that are revolutionizing how brands connect with their audiences in the digital age.  

A few of the esteemed speakers set to speak at this year’s summit are; 

• Mosa Bin-Sallam, CX Excellence Director, Ministry of Human Resources and Social Development
• Hussein Bin Abdelrahman, Head of Loyalty Program & Partnerships, BinDawood Holding
• Mustapha Elkhansa , Marketing Director | Projects - Digital – Loyalty, Marriott International
• Bashayer M, Head of Guest Experience & Quality, Mövenpick Hotels & Resorts -Accor
• Hazem El Zayat, Chief Experience Officer, MENA, Ogilvy One
• Enad Abu Naser, Rewards & OD Director, Vision Bank
• Zahra Alsamarae, Director - Customer Ops & Customer Experience, Intigral
• Ayman Lafe Al Aqel, Executive Director Customer Experience and Digital Channels, National Water Company 
• Ahad Hamza Nihal, Group Marketing Director, Abdullah Al Othaim Investment Co.
• Abdullah Khirullah, Director Digital & Social Care Operations, Mobily

Join us for the highly anticipated 3rd Edition CX & Loyalty Summit & Awards KSA 2024, where industry leaders from diverse sectors will unite to explore the latest trends in Customer Experience (CX), Employee Experience (EX), Loyalty, Customer Service, and Digital Transformation. This premier event, supported by Unifonic, Capillary, Thriwe and other esteemed partners, will delve into cutting-edge CX strategies, emerging technologies like Digitalization and Automation, and best practices designed to elevate your organization’s CX, EX, and Customer Loyalty initiatives.

The MENA CX & Loyalty Awards 2024 will honor exceptional achievements in CX and loyalty, offering a unique platform to gain recognition among industry leaders. This prestigious awards ceremony will celebrate market leaders with transformative customer retention strategies and recognize brands excelling in deploying best-in-class techniques to create outstanding customer experiences and foster long-term loyalty.

Immerse yourself in a dynamic agenda featuring insightful presentations, engaging panel discussions, and keynote addresses from renowned global experts. Connect with specialists from around the world, forge valuable partnerships, and gain invaluable insights through networking opportunities and knowledge-sharing sessions. Don’t miss the chance to be at the forefront of industry innovation and excellence.

For more information and registration details, visit https://ksa.cxloyaltymena.com/ 

Pankhuri Atul Prakash

Marketing Executive 

VERVE MANAGEMENT 

Press release: CX & Loyalty Summit Mena 2023, Dubai

  

For Immediate Release  

26^th October 2023 

 

Redefining the Customer Experience – The 2nd Annual CX & Loyalty Summit & Awards MENA Dubai, UAE – Supported by the Association of Trade & Commerce, the countdown for the 2nd Annual CX & Loyalty Summit & Awards MENA has begun, as registration remains open. Amongst professionals from regionally renowned corporations such as GMG, Etisalat UAE, Talabat, ENOC, and Abu Dhabi Health Services SEHA, Verve Management strives to share insights on innovative approaches designed to manage customer interactions while maximizing value. 

In a world where customer experience is a key differentiator, the CX & Loyalty Summit & Awards MENA –at  the Meydan Hotel, Dubai, on November 1st & 2nd – explores digitalization and its impact on loyalty and  communication, across the board.

Verve Management’s lineup of exceptional speakers includes: 

∙Himanshu Malhotra, Advisor – Chairman’s Office, The Department of Municipalities and 

Transport 

∙Ahmed Khedr, Vice President Retail, Etisalat UAE 

∙Dr. Tahir Hussain, Group Chief of Operational Excellence, Abu Dhabi Health Services - SEHA 

∙Suryaveer Singh, Loyalty Head, ENOC 

∙Maram Habbash, SVP Client Experience - Retail and Treasury, Mashreq Bank 

∙Hazem El Zayat, Chief Experience Officer – MENA, Memac Ogilvy 

∙Pallav Singhvi, Vice President – Consumer, Almosafer (part of Seera Group) 

∙Rami Zahran, Chief Marketing Officer, Saudi German Hospital 

∙Amelie Brechoire, Vice President Loyalty and Guest Experience, Asia, Middle East, Africa, Accor 

∙Ilaria Buonpane, Customer Experience Director – MENA, Talabat 

∙Nuran Mekky, Group Head - CVM Operations and Customer Experience, Gargash Group 

∙Sagarika Nayak, Director – VOC & Customer Success, GMG 

∙Sakeb Rashid, Loyalty & Retention Lead, Starbucks UAE 

∙Mai Momani, Head of Customer Experience, Invest Bank 

∙Pradeep Kumar, Head – Service Excellence & Customer Experience, Aster DM Healthcare 

 

Register Now 

Here’s what attendees last year had to say about the initiative – 

The CX & Loyalty  Summit addresses key  points involving loyalty  in current evolving  markets; overall, an  excellent balance  between service and  product-specific topics

An excellent lineup of  speakers from some of  the most renowned  organizations in the  region

Loyalty programs are a hot topic nowadays; it was great tapping into this. Overall, invaluable networking opportunities throughout

Besides panels that were thoughtfully put together, the CX & Loyalty  Summit did a great job of bringing together customer-oriented decision-makers, across industries

Join the ranks of experts in the industry at the carefully curated 2^nd Annual CX & Loyalty Summit & Awards MENA, 

as attendees set out to recognize and celebrate the achievements of both long-standing, and up-and coming trailblazers. 

 

 

For media inquiries or interviews, contact: 

Isha Surve 

isha@verve-management.com 

Verve Management is one of the UAE’s leading business facilitation platforms, where the primary focus involves bringing together pioneers and professionals from all walks of the globe, under one roof. Verve Management strives to do exactly what your business needs; the team strongly believes in a sole purpose, which is to provide solutions that progress your company’s production and performance. 

www.verve-management.com/ 

CX & Loyalty Summit Mena 2023, Dubai

 

In line with the ever-transforming enhancement of the genuine customer experience, the 2^nd Annual CX & Loyalty Summit MENA’s primary focus involves engaging in cross-platform discussions on the latest innovations within commerce, through increased brand loyalty, and transformation of the CX arena as a whole.

Dates: 1^st and 2^nd November, 2023

Venue: The Meydan Hotel, Dubai, UAE

Website: www.cxloyaltymena.com

The summit will feature a whole host of professionals from the CX & UX landscape, alongside speakers such as:

• Fatima Raees, Director of Customer Experience & Marketing, Emirates Driving Institute

• Suryaveer Singh, Loyalty Head, ENOC

• Ilaria Buonpane, Customer Experience Director – MENA, Talabat

• Akhil Desai, Head – Customer Experience & Service, UDrive

• Mai Momani, Head of Customer Experience, Invest Bank

• Mourad El Sheriei, Head of Quality Assurance, SAIB Bank

• Rami Zahran, Chief Marketing Officer, Saudi German Hospital

• Jean Thomas, Chief Marketing Officer, Eyewa

• Nuran Mekky, Group Head - CVM Operations and Customer Experience, Gargash Group

• Hazem El Zayat, Chief Experience Officer – MENA, Ogilvy

• Tamer Elsabrouti, Director of Customer Experience, Group OSN

• Dr. Tahir Hussain, Group Chief of Operational Excellence, SEHA

In line with the ever-transforming enhancement of the customer experience, the 2nd Annual CX & Loyalty Summit MENA’s taking place at the Meydan Hotel, Dubai, UAE on November 1st &  2nd – involves engaging incross-platform discussions on the latest innovations that emphasize the importance of increased brand loyalty, and transformation of the CX arena.

✉ Nominate an esteemed organization for the #CXLS23 Awards: awards@verve-management.com   

🌍 For more information, visit: www.cxloyaltymena.com 

Hand picked Survey tools for UX designers

Surveys are an important user research method, in which user information at bigger counts gets considered. Surveys can be used for quantitative data gathering method which can be conducted to understand user information, usage pattern, and preferences etc. for any new or launched application. Also in marketing industry surveys are an important tool for understanding market status. There are some tools available which makes this complete process easy & flexible. They include survey creating, conducting survey on internet, sharing survey to users on internet, real time analysis of survey Responses and report generation of survey response etc. Providing a curated list for some top survey tools.

CX & Loyalty Summit MENA 2022, Dubai

 

“DRIVING REVENUE THROUGH CX TRANSFORMATION & INCREASED BRAND LOYALTY”

The CX & Loyalty Summit MENA 2022 will bring together senior industry executives from various sectors and industries to discuss CX, EX, Loyalty, Customer Service, Digital Trends, and much more. The Summit will explore cutting-edge technology, including digital and automation, as well as best practices that will keep your business at the forefront of CX, EX, and CL excellence.

The two-day event, which is being organized by Verve Management UAE, will feature a stellar lineup of top companies and organizations that have placed CX, EX, and customer loyalty at the top of their boardroom agendas and will share insights into how digital experiences are changing the way we work, deliver, transact, communicate, and live in a constantly evolving world. The event will be held on 20 – 21 of September 2022 in Dubai, UAE. We strive to make every minute of the attendee experience valuable by including interactive keynote sessions, expert-led panels, and live case studies while covering the subjects that matter most to the CX business.

At CX & LOYALTY MENA SUMMIT 2022, solution providers have the ideal chance to network with key decision makers including CXOs, Heads of Marketing, Heads of Customer Experience, Heads of Loyalty Programs, etc. from various industries, including BFSI, Retail & E-Commerce, Telco, Hospitality, Travel & Tourism, Aviation, CPG, etc., to stand out from the competition and present their value proposition. The CX & Loyalty Summit MENA 2022 switches the focus to cutting-edge methods that the world's top businesses are doing to manage customer interactions and increase customer value.

Our roaster of speakers includes experts like 

• Mr. Jonathan Flender, Acting Managing Director – Digital Retail, Al- Futtaim group 
• Lianne Braganza- D’Sylva, Chief Marketing Officer & Customer Experience Lead, CIGNA

• Paschalis Petalas, Head of CRM, CX and Loyalty, ADCB
• Ilaria Buonpane, Director of Customer Experience – MENA, Talabat and many more.

The primary aim of the summit is to network with peers in the industry in a solution-focused setting, discuss significant partnerships and collaborations with leaders in the industry, and create industry ecosystem collaboration to address current challenges. It will also provide attendees with knowledge and insights from top industry leaders and experts from around the world.

To learn more about CX & Loyalty Summit Mena 2022, call at +971 4 2434688 or email info@verve-management.com. 

More information about the event is available at www.cxloyaltymena.com

Is your company delivering a modern user experience to its customers?

Source

According to a survey, 33% of people prefer to read something with a beautiful design rather than something plain when they have 15 minutes to read. This shows the desire for a good experience among consumers today.   Source

Since last year, we have seen MedTech, FinTech, MarTech, RegTech, and a lot of other startups infusing technology in the markets. With digital interactions, both official and personal, growing in both strength and engagement, marketers face intense competition for consumers' trust and loyalty.

Is UX still relevant today?

Experience of modern users

By delivering modern User Experiences, we enable consumers to enjoy experiences that are meaningful and personal to them. UX aims to reach deep inside a user's mind and overcome any confusion, questions, or problems he or she may have. Modern UX is all about delivering lasting impressions and experiences, which is what is being emphasized more and more throughout the industry today.

Guidelines for Modern User Experience

Modern user experience principles are as follows.

Easy to understand

There are so many articles about UX design that the point of this aspect is not stressed enough. It is not necessary to impress with complexity to have a modern design. Quite the contrary, actually.

Your design must pass a few parameters so that users can use it easily. To start with, the design has to be relevant to the industry and meaningful to your business. The thumb rule is, if you can replace four buttons with one, do that. Keep the page, app, and property consistent in colors, components, and behaviors.  You may lose users if the design takes a second longer to use than another option.

Establishing trust

It has been estimated that 68% of website users give up because of customer service issues. Source 

Obviously, that's not what we want to hear. You should clearly state what you intend to accomplish with your design. Genuine descriptions are the key. As you progress through the funnel, build trust at each stage.