Impact of Work Routine on Customer Experience at IndiGo Airlines

This study on IndiGo Airlines establishes a profound thesis: in the Low-Cost Carrier model, an airline's product is the reliability of its schedule. Meticulously engineered work routines are the absolute bedrock of operational survival and market dominance. The research validates that IndiGo's relentless adherence to SOPs, from automated check-ins to synchronized pit-stop turnarounds, achieves its primary goal of unparalleled punctuality, translating directly into massive customer loyalty as evidenced by the 83.3% brand retention rate. However, the pursuit of mechanical perfection comes at a human cost. The rigid, time-starved nature of these routines inadvertently suppresses employee empathy, limiting the capacity to handle anomalies or individual passenger distress with the necessary warmth. The study concludes that the future of competitive advantage in aviation lies not in faster routines, but in smarter, humanized routines. If IndiGo Airlines can sustain its world-class operational discipline while selectively injecting flexibility, empowering employees with empathetic autonomy, and safeguarding staff well-being, it will not merely remain India's preferred airline, but will redefine the global standard for low-cost customer experience.

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