February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

“Words are free, it’s how you use them that might cost you”
– Anonymous

This document contains the suggested verbiage we can use at various allocations during
common situations. These suggestions can be used as and when required to be able to
effectively serve our Customers.
 February 2017
ifly
Greeting at any allocation
“Good Morning/Afternoon/
Evening, Sir/Ma’am” or
“How are you?” Or “How are
you doing today?”
While giving directions
“This way please
Ma’am/Sir /Mr./Ms.”
Filling a Reservation Slip
“Could you please fill this
slip,sir/ma’am.”
Customer requesting for
low fare-
Sir/Mam The lowest fare
for your destination is
Rs._______
Airport Operations & Customer Services
Suggested Verbiage
1.All Allocations
When asking for something After customer gives it
“May I have your____, “Thank you,
please?” Mr/Ms______”
Things to Remember:
1. Make eye contact
2.Smile
3.Use both hands while giving/
receiving boarding
pass/documents/ID
4.Always use open palm gestures
2.Reservations
Mode of Payment End of Transaction
“Would you like to pay by “Thank you for choosing
cash or card?” IndiGo, Mr/Ms___?”
Customer asking for flight option-
Customer needs to travel
Sir/ma’am we have flights in the within an hour, but
morning and in the evening.What there is no flight-
time will you prefer? OR
Sir/Mam, there are no
Sir/ma’am ,we have a flight that flights available in the next
departs at …(ISD) and another one
01 hr. The next available
that departs at ..(ISD).Which one
will you prefer. flight is at (give the timing).
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

Customer Upset about the charge- Customer not wanting to Pay Rs.50-

Sir/Mam I understand your concern. It’s
part of our go green initiative. However
you can enter the airport with the soft
copy of your itinerary.
Sir/Mam Charges are applicable for a
printout, and if you have access to your
email ID, I would send an email with the
soft copy of the ticket, with which you can
enter the airport. Otherwise the Paper
Printout would cost Rs. 50.

3. Floor Walking

Approaching a customer If, Yes…. If, No….

“This way please” “Have a nice flight

“Good
(Using open palm gesture, sir/ma’am, hope to see
Morning/Afternoon/
guide them towards the you soon” (gesture
Evening, Sir/Ma’am, are
check-in counters) towards the concerned
you flying with IndiGo?”
airline counters)

Customers who haven’t web checked in / kiosk checked in

End of Transaction 1) “Mr. /Ms___, May I request you to kindly check in

“Thank you, Mr./Ms___ ,
Have a nice flight/Enjoy
your flight”
at the kiosk and you will be able to drop your
baggage at the baggage drop counter which will be
much faster as compared to the full service desk”
2) “Mr. /Ms___ , We encourage you to kindly check
in via kiosk as you will be able to drop your baggage
at the baggage drop counter which will be much
faster as compared to the full service desk”

Customers who have already web checked in / kiosk checked in

Things to Remember:
“Mr. /Ms___ , May I request you to
 Positive body language
kindly drop your baggage at the
 Smile
baggage drop counter as it will be
 Proactively approach customers
much faster compared to the full
 Use open palm gestures
service desk”
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

4.Hand Baggage Check

Approaching a customer If the bag is overweight/size If it is not over weight/oversize

“Good morning/
afternoon/ evening,
Sir/Ma’am, My name is
_______, may I please
check the weight
/dimension of your hand
baggage.”
ddweweweight/size
“Mr/Ms. ______,“ I wish we
could accept this baggage in
“Thank you very much
our cabin however due to
space/weight limitations of for your patience,
our overhead Mr/Ms, _______. Have a
compartment, May I please pleasant flight.”
request you to check-in this
baggage”

5.Check-in Counters
When asking for itinerary and
Greeting at any allocation id card After customer gives it

“Good
Morning/Afternoon/ “May I have your itinerary “Thank you,
Evening, Sir/Ma’am” or and id card, please?” Mr/Ms______”
“How are you?” Or “How
are you doing today?”

Asking for seat preference / if Handing over boarding pass

seat is not assigned
“Mr/Ms______ which seat
would you prefer?”
Baggage Tags
“Mr/Ms___, your seat “Mr/Ms____, here are the
number is___; boarding baggage tags for you.”
time is___ and gate number
is_and number of bags is.. ”

Asking for bags

End of Transaction

“Sir/ma’am, are these your bags,hope you are not carrying “Thank you for choosing IndiGo/Have
a power bank, and no sharp objects or items listed on this a nice flight/Enjoy your flight
card(pointing at the list of articles) in your hand baggage. Mr/Ms___,”
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

6.Excess Baggage

When baggage weighs more than If the customer says, Yes Alternatives
Alternatives
15 kgs
“Mr/Ms_____, IndiGo “Mr/Ms_____, what I can
permits 15 kg as free suggest is to rearrange your
“Mr/Ms_____, would you
baggage allowance. Since bag as the hand baggage
like to carry your bag like
your bag weighs 20 kg, the 5 allowance is 7 kgs”,
this?”
kgs would be chargeable”

If they insist on a waiver Reassurance

“Mr/Ms_____, I wish I could “Mr/Ms_____, I will do

help you. However, it would everything possible to assist
not be possible to waive off you.”
any of the charges. I am not
authorised to do so.”
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

Customer upset from staff charging money:

"I would love, to do it, however I am not authorized to waive off any charges. What best I can do is call the
supervisor for your assistance

7.No Show

When the customer approaches If the customer cannot be taken

“Sir, the check-in counters “Sir, I understand your inconvenience. Please allow me to book you on
for your flight have already the very next flight.”
closed. However, let me see “I will do everything possible to get you on the next available flight. There
what I can do for you.” would be certain re-accommodation charges”

8.Mother travelling with an infant

Complaining of long queue:

Mam it's a busy day at the airport, however as you are traveling with your baby you can skip this queue and
I will assist you to our special assistance counter.

9.Customer not willing to check-in an oversized hand baggage

Customer has flown with the same bag as hand Laptop, documents are in the bag and insisting to
baggage in the previous flight: take it in cabin:

Thank you for your feedback Sir/ Mam. There
could be a possibility that it was overlooked.
However as it is above the required size, I would
request you to check-in this bag.
Sir/Mam, we understand that you carrying
important documents/laptop in this bag. However
the size of the bag is big and will not fit in the
overhead bin. We request you to carry your
documents/laptop with you.
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

10.Choice of seat not available

Only 30th / 11th row available:
Being a full flight, we have limited seats available.
I would assist you with the seats on 30th
/11throw. However the seats cannot be reclined.
Pre-assigned seat of the customer has been
changed:
I apologise, the seat assigned by you is
erroneously changed.Please allow me to offer an
alternative seat to you?

Customer requesting for seat with 2 infants Customer wants seat together but there is
on the same row: no option:

I am sorry sir/ma’am,2 infants cannot be assigned I am sorry,sir/ma’am,mr.ms.,We do not have 2

seats in the same row due to safety regulations, seats available together. However I would try and
as we have only 1 extra Oxygen mask for infant look for the closest seats for you. You may also
per row. request customers on board and get it changed.

11.Flight Delay

Incoming of the aircraft: Technical fault in the aircraft:

We regret to inform you that your flight is delayed We regret to inform you that your flight is delayed
by ___ mins, due to late arrival of the incoming by ___ mins, due to the technical problem
flight

Customer hasn’t received SMS or call from Customer gets to know at the counters:
IndiGo:
Sir, this is a last minute delay, hence we could not
Sir, please allow me to check what went wrong inform in advance
and why you didn’t receive the SMS
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

11.Boarding Gates 12.Ramp

Greeting Greeting

“Mr./Ms___ /Sir/Ma’am, “Mr./Ms___ /Sir/Ma’am,

Have a pleasant Have a pleasant
flight/Enjoy your flight” flight/Enjoy your flight”

Customer forgot the mobile at the SHA:

The flight is ready for departure and it’s not possible for you to personally go and get the phone. We will
coordinate for the same (collect mobile details from the customers). Request you to kindly get in touch with
our staff at the arrival for further assistance.

13.Arrivals

“Mr./Ms___ /Sir/Ma’am, Hope

you enjoyed your flight or Thank
You for choosing IndiGo / Hope to
see you soon”

14.Interacting with Customers

While approaching the customer If travelling for the first time If they have flown before

“Good morning/ “Welcome back

afternoon/evening “Welcome to IndiGo Mr/Ms______”
Sir/Ma’am. Have you Mr/Ms______” “Good/wonderful to see
flown with us before?” you again”
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

15.Missing Baggage
When the customer approaches Asking for colour/description While you are searching for the bag

“Good morning/afternoon/ “Sir/ma’am, please give “Mr/Ms _____, please have

evening Sir/Ma’am, May I
see your boarding pass
please? How many bags did
you give for check-in?”
me the colour/description a seat here. Allow me a few
minutes to find out where
of your bag, I will do
your bag is.”
everything possible to
locate it for you.”

If the bag is found If the bag is not found

“I assure you that we will do
“Mr/Ms_______, your bag everything possible to bring your
“Mr/Ms_______, your bag baggage.We will inform in 4 hrs
has been located and is on
seems to have been about the status of the baggage
its way. I apologise for the
misplaced, is it possible for ,or please let me know when
inconvenience caused to
you to give me a detailed would you want me to call you .”
you. Give us a few minutes
description of your bag?”
to get your bag.”

16.Damaged Baggage
While giving compensation Escalating the case for compensation

“I am extremely sorry for “I am extremely sorry for this,

this, sir/ma’am; we will sir/ma’am, I will take some pictures
give you a spot payment and fill up a Report and I will send
for the damage” this to our team and we will revert
to you within 24 hours”

17.Pilfered Baggage

“I am extremely sorry for this, sir/ma’am, I will

take some pictures and fill up a report; I would
need to weigh your bags and then I will inform
our Customer Relations Team and they will revert
within 24 hours”
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

18.Baggage swap between 2 It seems that your bag has been mistakenly picked
by another pax. However please don’t worry
customer
sir/mam. I will do my best to trace the owner of this
bag by calling him on the numbers which are
registered with and will update you shortly.

Do’s:
1. Always try and address the customers by their name (last name).
2. All women to be addressed as “Ms”. (it is pronounced as “Mizz”).
3. Generous use of “Please”, “May I” and “Thank you”.
4. One’s tone should always be polite
5. Body Language-
a) Always maintain an upright posture
b) Genuine smile
c) Maintain eye contact
6. Mind your discussions and gestures while talking to the other staff members inside the Terminal (in customer
view), and limit talk to operational requirements only.
7. Ensure that you interact with customer BOTH at the SHA and at Arrivals.
8. While walking, maintain eye contact, smile and mind your pace (do not look rushed).
9. 9. Use open hand gesture to point towards the coach, SHA, etc.

Don’t:
1. Do not
a. Lean on the Counters/walls while speaking to the customers.
b. Intrude a customer’s personal space.
c. Put your hands in your pockets.
d. Assume that lack of complaints is the result of great customer service: not all
Avoid the following words/phrases/actions:
1. “Sir, you have to pay this excess baggage charge”
2. “This is IndiGo policy!”
3. “I cannot do this…..”
4. “Sir, you are late!” (and then pointing to one’s watch)
5. Use phrases “Yeah!” or “Ya!”
6. Avoid jargon/industry or Company specific jargon. For example- do not tell a
7. “Can I have…..?”, instead you can say “May I have…..?”
8. Pointing with one finger
9. Holding out one’s hand to stop a customer from keeping their bags on the weighing scale
10. “Sir,you have to..”
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

19.Assisting Wheelchair Customer

In case airports receive request within 48 hrs. (Including last minute requests) and WCHC
inventory is available in SkySpeed, then following verbiage and action to be followed:

Things to Remember
 Do not ask “Why?”
Dear Mr./Ms.______I see that you are
 Be polite
scheduled to fly tomorrow/now and we  Be genuine in accepting the request
would need a 48 hours prior notice to  Do not look surprised/irritated
make your travel hassle free. However let
me see what I can do best to help.
Action by airport: SSR should be added without fail, WCHR
sticker (yellow) to be affixed on boarding card and correct
count of wheelchairs must be included in LDM sent.

In case airports receive request within 48 hrs. (Including last minute requests) and WCHC
inventory is NOT available in SkySpeed, then following verbiage and action to be followed:

Dear Mr./Ms.______, all the wheelchairs have been Things to Remember

pre- booked by other customers. Let me see what  Do not ask “Why?”
best I can do.  Do not say “No, we don’t have any
wheelchairs”
To make your travel hassle free in future, we would  Provide a place to sit while the
request you to book your special assistance at least customer waits for the wheelchair
48 hours in advance.  Be polite
 Be genuine in accepting the request

 Action by airport: Staff to inform Asst. Manager / PRM ICoach and they should in turn
use the discretion whether to allow or deny the request after assessing the condition of
the customer.

 If the request has to be denied, it must be politely denied. (Use service NO)
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

In case airports receive request 48 hrs. PRIOR and WCHC inventory is NOT available, then
following verbiage and action to be followed:

 Action by airport: Politely deny the request

Dear Mr./Ms.______, all the wheelchairs have been
(use service NO) and inform PSHD
pre- booked by other customers. May I give you an
immediately.
option of flying on another time/day.

To make your travel hassle free in future, we would
request you to book your special assistance at least 48
hours in advance.
 If customer agrees to fly at another day/time,
options of flights must be given where the
WCHC inventory is available. Cost to change
the flight shall be incurred by customer.

In case upon arrival Customer who has not pre-booked WCHC, requests for WCHC at
aircraft:

Dear Mr./Ms.________, as there is no pre-

booked wheelchair request, it may take a
little while to arrange a wheelchair for you.
For future travel, we would request you to
book your special assistance at least 48
hours in advance so that we can make the
best possible arrangements to meet all your
travel needs.
 Action by airport: Make all efforts to make
wheelchair available for the customer
 Note: At ramp the Skipper must always
ensure to keep few extra wheel chairs
available at bay.

Customer only wants rows 1-5 and these rows are occupied:

“Mr. /Ms. Xyz, may I please offer Things to Remember

you a seat on row 29 which is  Be polite
adjacent to the exit and  Do not say “No, we don’t have
lavatories. This will be most the seats of your choice”
 Offer an alternative first
convenient for you.”
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

Wheelchair Customer only wants the over-wing exit seats

“Mr. /Ms. Xyz, may I please offer Things to Remember

you a seat on row 1 which also has  Do not say “No, we don’t have
extra leg room?” the seats of your choice”
 Offer an alternative first

At Arrivals

“Greeting (Time of day), Things to Remember

Sir/Ma’am, may I request you for  Meet and assist the
your boarding pass, please, to wheelchair Customers at
assist you with your baggage?” arrival.
 Be polite.
 Smile.

Please note: in cases where you feel that it is imperative to ascertain the reason for
using/requesting a wheelchair, please use the following suggested verbiage:

Request the Customer for the reason of the wheelchair request

“Mr. /Ms. Xyz, if you don’t mind “Sir/Ma’am, knowing your medical
me asking you, may I please know requirements would enable us to
Ifthe
thereason for your
passenger askswheelchair
“Why” assist you better.”
request? Thank you.”

Do’s:

 Always be polite
 Try to give a time frame—by when will the wheelchair be made available to the
Customer
 Arrange for the Customer’s boarding pass and bags
 Ensure that the Customer is comfortable—PFO to assist at all times
 Always assist the wheelchair Customer at ALL allocations
 Always escort the wheelchair Customer
 Ensure that priority is given to the wheelchair customer —be quick to
serve/assist them
 Do empathise
 Treat all customer with respect
 Smile!
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

Don’ts:

 Never ask “Why do you want a wheelchair”

 Never assume that the customer is ‘lying’
 Do not “scan” the customer, i.e. look/stare at them to check for the disability
 Do not ask—“How old are you?”
 Do not ask too many questions—this can cause the customer to become irate
 Do not shout loudly at the helper (or point at the customer) and say,
“wheelchair customer”
 Do not say “NO”

20.FOG (Delayed)

Why are you not endorsing my
ticket to other airlines? (delay>2hrs)
“Sir/Ma`am – IndiGo tickets are non-
transferable/non endorsable (COC), hence we will
not be able to endorse your ticket. We can
however, book you for any other IndiGo flight or
refund your ticket.

Why are other airlines taking-

off and not us?
I will miss my onward
/ international connection
Smile: “Sir/Ma`am – We are also a CAT III compliant airline*. The
aircrafts that are taking off are before us in the ATC departure
sequence. We should be departing shortly.” (If time is known –
advise customer of the approx. time frame)
(*Dependant only on a CAT III compliant Airport like Delhi)

What can be done? (delay>3hrs)

“Sir/Ma`am – IndiGo tickets are non-transferable/non endorsable

(COC), hence we will not be able to endorse your ticket. We can
however, book you for any other IndiGo flight or refund your
ticket.

We should try to assist customer by using following verbiage

“Sir/Ma`am – if you provide me the details, I will try & reach xxxx
airline staff at xxxx (station) and inform them about the delay in
your arrival. Incase if they have sufficient time, they would be
happy to help. Also, I could ask them if it is possible to send your
baggage at a later time”
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

Why are you not providing
surface transport? (for diverted flights e.g.
transport from JAI – DEL or PNQ – BOM etc)
Smile: “Sir/Ma`am – I apologize for the
inconvenience, we are in the process of arranging
the surface transport at this time. It should be
here shortly.”

I am going back home since the flight is delayed. “Sir/Ma`am – This facility is not available
on account of security regulations”
Why can’t I leave my bags behind?

Smile: “Sir/ Ma`am – You can use our duty

I would like to make a STD/ISD call?
mobile to make one STD call for 3 minutes.”

“Sir/Ma’am - Due to the terminal building being blocked

Why have you boarded us customers, it is a more convenient option to stay on the
when the flight is delayed? Aircraft where we can take care of you. Also, if all
customer are on board we can try asking for a priority in
our departure sequence.”

20(a).FOG (Delayed)

Why are you not providing hotel

“Sir / Ma`am – we can offer you a refund on your
accommodation / transportation ticket. We will not however be able to provide
hotel accommodation or transportation.”
back to my residence?(>3hrs)

I have paid for my Infant/ UNMR
Excess baggage. Since your flight
is cancelled please refund me for the same.
“Sir/Ma’am- We are offering complete refund for your
INF/ UNMR/ X-Baggage
You may kindly contact counter no……… staff
name…….. for the same.
Thank you for your patience.”( x-bag to be refunded
only if customer chooses not to travel and opt for full
refund. We need to mention this clearly here.)
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

20(b).FOG (Diverted)

“Sir / Ma`am – we will take off as soon as the visibility

When will our flight take off? improves at the destination and we get clearance from
ATC.”

Why are you making us sit in “Sir/Ma`am – “The weather is improving & the fog should
clear soon, we expect to board the customers shortly.”
the transit area and not providing

hotel accommodation?

“Sir/Ma’am – The visibility at your destination is poor

Why did we divert to XXX destination? because of which landing is not possible, therefore the
aircraft has diverted here. As soon as we receive a weather
update we will inform you.”

NOTE: In any event, for further clarifications please speak with the Airport/Duty Manager.

21.Corporate Customers

Why are you not endorsing me on Sir/Ma’am, We are already in the process of doing so. Due to
fog other airlines are delayed as well , we are trying to get
other airlines as per our contract?
you the best option. (not applicable at the call centre)

I have paid for my Meal/IndiGo plus in
advance, since you are endorsing me on
OAL what will happen to my meal/indigo plus
Sir/Ma’am – Once you have completed your
journey you may write to our customer relations
and they will get back to you on this , I have
noted your PNR details .

Once customer has left after the departure of the

flight, send PNR details to
customer.relations@goindigo.in to process
refund mentioning exact reason and amount to
be refunded .
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

22.Additional Situations at Check-in

Customer refusing to sign LRT at counters when Check-in expectant mother:

requested as the baggage was broken:
Ma’am, in the interest of your safety, may I ask you
Requesting you to please kindly sign the LRT as an a personal question.
acknowledgement of the damage of the check-in
If yes- Ma’am, are you pregnant?
baggage
If yes- Congratulations. May I know which week of

Customer trying to pool check in baggage with fellow customers:

“Sir/ma’am,as per security process pulling of baggage is not allowed. If done so, you would be
responsible for their baggage.”

23.MHB

Bag has come to the belt open:

Sir /Mam, it seems that the bag was over stuffed

which got opened during handling. We apologize
for the inconvenience caused .Let me assist you in
closing the bag.

Minor Damage: Baggage wrongly tagged to a different station:

We regret to inform you that your baggage is

We apologize for the damage caused to your bag.
However we won’t be able to compensate/repair it
as it comes under normal wear & tear & IndiGo is
not liable for the damage.
been sent to another destination due to staff
error. Your baggage is already been connected
on flight 6E____, arriving here at ____ hours. We
shall update you accordingly and get it delivered
to your doorstep at the earliest. We once again
apologize for the inconvenience caused.
February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

24.At Kiosk
February 2017 Airport Operations & Customer Services

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February 2017 Airport Operations & Customer Services

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 February 2017 Airport Operations & Customer Services

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25.Additional Situations

Customer, requesting to meet the manager:

Requesting somebody to wait:
Sir, may I request you to please step aside and wait
Sir, may I request you to please step aside and wait
for 2 mins. I have called in for the manager to assist
for 2 mins. I will come back with the information
you.

Exit Line, while interacting with a No Show customer:

Sir, as you finalize your decision, I will quickly attend few customers. I will be around, just let me know if you
need any further assistance.

Lite Fare - Customer angry as he has been asked to Lite Fare- ONLY if the itinerary reflects checked-in
pay for the check-in luggage: baggage allowance:

‘’Mr. Singh, I totally understand your concern. As per
our system you are travelling under LITE fare, which
gives you an entitlement for hand bag only and not
checked-in bag.
Hence, we will request you to pay for the same.
‘’Mr. Singh, as per our system you are travelling
under LITE fare. We will honor and allow 15 kgs
baggage as it is mentioned on your itinerary, since
Lite Fare entitles only for hand bag and not for
checked-in bag.

Elderly or Unwell customers, requesting the check-in Customer angry regarding frequent gate
staff to place the bag on the weighing scale: changes:
‘’Most certainly mam, please give me a minute, I will ‘Thank you for sharing the feedback. We will
call in for our Service Partner to assist you with the share the same with the Airport authority as
same” these changes are made by them depending
Or on various factors like, the sequence of the
arrivals flights/ technical error and a flight has
‘’Most certainly mam, please give me a minute, I will not departed yet, etc.
assist you with the same”
 February 2017 Airport Operations & Customer Services

ifly Suggested Verbiage

Silent Airports- customers complaining of all Customers clicking a staff or making a video:
other airlines making announcements and
IndiGo not doing the same: Mr. Singh, as I am not comfortable being clicked or
video recorded, may I please request you, not do so.
Mr. Singh, as this is a silent airport we do not Also I would highly appreciate, if you can please
make any announcements. I would not be delete the same.
able to comment on other airlines, but here at
IndiGo, we love to abide by the guidelines This will enable us to assist you better.
suggested by the Airport Authorities. I hope
you will understand.

My excess baggage fees was waived off at a particular station, why can’t
you waive it off for me:

Thank you for your feedback. May be they would have done that as a one-
time gesture.

However, there are lot of customers whom we have already charged for
excess baggage and it would be really unfair with them.