An Analytical Study of Service and Operational Issues in Indigo Airlines with Reference to Marketing Practices in the Aviation Sector

Harshitha, Uddanti; Prakash, Kodati Naga Satya Sai; Mounika, Gajjala; Neppalli.jayasatyapradeepa,

doi:https://doi.org/10.55041/ijsmt.v2i4.400

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AN ANALYTICAL STUDY OF SERVICE AND OPERATIONAL ISSUES IN INDIGO AIRLINES WITH REFERENCE TO MARKETING PRACTICES IN THE AVIATION SECTOR

AUTHORS:

Uddanti Harshitha

Kodati Naga Satya Sai Prakash

Gajjala Mounika

Neppalli.jayasatyapradeepa

Mentor

Dr. Denduluri Venkateswarlu

Affiliation

Dept. of Master of Business Administration, Lakireddy Bali Reddy College of Engineering –Autonomous, Permanently affiliated to JNTUK, Mylavaram – 521230

DOI: 10.55041/ijsmt.v2i4.400

CC BY 4.0 License:

This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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Abstract

The recent operational crisis faced by IndiGo Airlines during the winter travel season of 2025–2026 exposed significant challenges within India’s aviation sector. Large-scale flight cancellations and delays, primarily caused by crew scheduling issues and regulatory changes in flight duty time limitations, resulted in widespread passenger disruption. Among the most affected were pilgrims travelling for religious purposes, including Umrah, temple visits, and other sacred journeys, for which travel is time-sensitive and emotionally significant. This article examines the causes of the IndiGo Airlines crisis, its impact on pilgrims and general passengers, regulatory responses, and the broader implications for airline management and customer service. The study highlights the need for improved operational planning, empathetic passenger handling, and stronger regulatory compliance to prevent similar crises in the future.

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This article has undergone plagiarism screening and double-blind peer review. Editorial policies have been followed. Authors retain copyright under CC BY-NC 4.0 license. The research complies with ethical standards and institutional guidelines.

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