A story on LinkedIn has gone viral amid the ongoing IndiGo crisis wherein a passengers highlighted the sheer grit and patience of the employees of the airline who are dealing with angry passengers for the five continuous days and nights. The sudden trouble in pilots’ roster due to DGCA‘s now withdrawn-roster literally brought the entire IndiGo to a standstill.
As it cancelled over 1,000 flights, thousands of passengers watched in shock with no clear answers. And hence, everyone rushed to their nearest IndiGo staff with numerous questions. One such employee has won the heart of a passenger, who then took to LinkedIn to share the full story.
‘Sir, agar hum gussa karengey…’
Madhav Kasturia, founder of Zippee, said that even with all the chaos, “IndiGo is caught in right now, it still manages to win Hearts.” He said his flight was delayed like others and the real moment happened at the gate when passengers were tired, irritated and ready to react to anything.
“In the middle of all that frustration, 1 Indigo staff member was holding the entire situation together with calm that didn’t feel forced. She was simply helping people without letting the pressure show on her face or in her tone,” Kasturia said.
He said an angry man was raising his voice at her, but she handled him with patience that “honestly felt rare to watch”. Once the man walked away, Kasturia asked the woman how she manages to stay so composed.
“Sir, agar hum gussa karengey, toh system toot jayega. Kaam humse hota hai, par shanti hamesha zyada zaroori hai (Sir, if we will get angry, the system will break down. It is us who take care of the work, but peace matters more.)” she said.
Calling it a “simple line”, Kasturi said the sentence said more about IndiGo’s culture than any statement or campaign.
“We get upset over delays, emails, or one rough hour at work. These people stand in front of 100s of stressed travellers every day and still choose control > reaction,” he added.
Talking about his start-up, he said from an operational standpoint, it’s this consistency in human behaviour that keeps the system running smoothly, even when the pressure is insane, something every service-focused company, including Zippee, pays attention to.
‘Give them a chocolate if possible’
“Yes, Indigo has issues to fix. Everyone knows that. But yesterday reminded me that the real strength of any service business comes from the humans who stay steady when everything around them feels unstable. And watching her work made me rethink how I respond when things go wrong in my own day,” he said.
He requested all that if they find passengers yelling at any IndiGo staff, keep calm, “give them a sigh of relief with a warm smile & a chocolate if possible”.
