Digital Transformation of IndiGo’s Passenger Services System to enhance customer experience and drive efficiency

National, January 18, 2024: IndiGo has undertaken a comprehensive digital transformation programme to enhance customer experience and drive greater efficiencies in the check-in to boarding process. As part of this exercise IndiGo has undertaken a complete revamp of its Passenger Services System (PSS), which sits at the heart of the airline’s commercial and business operations.

This system performs the mission critical function of enabling our customers to book flight tickets wherever they are in the world and then check-in and board them on their flights. This system is used every day, 24*7, 365 days, across the globe by IndiGo employees, as well as indirectly by our customers, each time they use any digital channel like the IndiGo website.

Over 200 product enhancements have been delivered in the new version, primarily aimed at enabling a better customer experience, as well as contributing to enhancing IndiGo’s ancillary revenues, improving global distribution capabilities, boosting the ability to build global partnerships through codeshares and interlines, optimize overall system performance and usability, and lay the foundation for evolution to the IATA standard Airline Retailing framework.

Mr. Neetan Chopra, Chief Digital & Information Officer, IndiGo said “Delivering outcomes in the wake of unprecedented complexity, demands extraordinary teamwork, commitment, and hard work. The IndiGo team, ably supported by Navitaire, deployed the ‘Power of We’ at full throttle, to transform the heartbeat of IndiGo’s global operations, upgrading the core Passenger Services System platform and cementing a strong foundation for future growth, innovation, and exemplary customer experiences. I am absolutely delighted at achieving this important milestone in our digital transformation journey.”

IndiGo uses the Navitaire PSS, which needed to be upgraded to the latest version, running on a modern, cloud-native architecture. Given the criticality of the PSS system, this project required meticulous planning over a 10-month duration and then execution on the night of the upgrade. 250 staff across the length and breadth of IndiGo, executed over 5000 testing scenarios, across 5 testing cycles, before giving the thumbs up for upgrading the system. Given the PSS also servers the larger travel ecosystem viz. OTA, consolidators, travel agents, corporates et al, the testing and training had to be extended beyond the shores of IndiGo’s organization. The Departure Control modules for the 118 domestic and international airports had to go through re-certification and thorough testing, before the day of the upgrade.

A key mantra for this transformation was not just Doing Digital but Being Digital. Being Digital is a comprehensive, multi-layered strategy, which encompasses three key layers – (1) our digital work program i.e., what we do, (2) digital capabilities i.e., what we leave behind (3) and digital mindset i.e., what we become, changing our culture in tune with the digital era we live in.

The digital work program execution has seen a significant surge in the last 2 years, with over 75 digital projects implemented across IndiGo’s business functions. There is a similar number of projects currently at various stages of implementation in the project portfolio. One such critical project was the transformation of IndiGo’s Passenger Services System (PSS).

On the day of the cutover, Enoch Walter, IndiGo’s Head of PSS, led 208 IndiGo and partner staff organized into 19 team pods at the HQ, and over 100 staff spread across the IndiGo airports, to perform a precise and flawless upgrade of the PSS. There was unprecedented complexity in this PSS transformation, which was orchestrated by Enoch and the joint business, digital and partner teams to a precise rhythm and the platform is now setup to deliver significant benefits to both IndiGo and our customers.

About IndiGo

IndiGo is amongst the fastest-growing low-cost carriers in the world. IndiGo has a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across its unparalleled network. With its fleet of 340+ aircraft, the airline is operating 2000+ daily flights and connecting 80+ domestic destinations and 30+ international destinations. India by IndiGo! For more information, please visit www.goIndiGo.in or download our mobile app. You can also connect with us on Facebook, Twitter, and Instagram.