Manager - Customer Experience

• Effectively handle projects related to the department’s activities, including but not limited to system enhancements, disruption management system, codeshare process setup for customer experience, and periodic process improvements.
• Generate business documentation, including report writing, process documentation, presentation creation, spreadsheet preparation and distribution, and outlining testing scenarios.
• Set up and manage codeshare and interline processes for customer experience, including:
  • PNR creation and validation, ensuring the presence of required components such as E-ticket, SSRs, and air segments.
  • Passenger re-accommodation during flight disruptions.
  • Handling E-tickets and related functions.
  • Managing Teletype (TTY) rejects to ensure PNR synchronization.
• Addressing codeshare customer queries regarding travel, special services (SSRs), refunds, mishandled baggage, and other services as per partner agreements.
• Set up notifications for codeshare customers to ensure timely communication.
• Coordinate with multiple internal and external stakeholders, including the Partnership Team, AOCS, Revenue Management, OCC, Finance, and other relevant teams, to establish and streamline codeshare processes.
• Monitor system performance to ensure business continuity and minimal operational disruptions.
• Lead proactive disruption management for international bookings by implementing efficient passenger communication, re-accommodation strategies, and alternate flight arrangements to minimize inconvenience.
• Oversee reprotection processes for affected passengers, ensuring smooth coordination with partner airlines and adherence to codeshare agreements.
• Establish and enhance disruption handling SOPs for international flights, including processes for cancellations, delays, misconnections, and denied boarding scenarios.
• Ensure real-time monitoring of international flight disruptions and collaborate with Operations Control Center (OCC) to provide timely solutions.
• Work closely with the airport teams, customer care, and ground handling agents to ensure a seamless experience for impacted international passengers.
• Develop and maintain automated notification systems to promptly inform customers about disruptions, rebooking options, and alternative travel arrangements.
• Manage and resolve escalations related to international disruptions, including refunds, compensation claims, and service recovery measures.
• Collaborate with the legal and regulatory teams to ensure compliance with international aviation policies, passenger rights, and compensation regulations (e.g., EC261, DOT, DGCA guidelines).
• Design and implement customer self-service solutions (e.g., automated rebooking, chatbot support) for managing disruptions efficiently.
• Analyze historical disruption trends, passenger impact, and root causes to propose long-term solutions for minimizing future occurrences.
• Act as the key point of contact for codeshare and interline partners in disruption management, ensuring coordinated responses to affected passengers.
• Perform other department duties as assigned by the Head of the Department.
• Ensure compliance with IndiGo’s Safety & Security responsibilities as outlined in the SMS Manual, Safety Policy, and IndiGo Security Programme.

'At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’