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“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 Airport Operations & Customer Services
1.All Allocations
Greeting at any allocation When asking for something After customer gives it
“Good Morning/Afternoon/
“May I have your____, “Thank you,
Evening, Sir/Ma’am” or
please?” Mr/Ms______”
“How are you?” Or “How are
you doing today?”
2.Reservations
“Could you please fill this “Would you like to pay by “Thank you for choosing
slip,sir/ma’am.” cash or card?” IndiGo, Mr/Ms___?”
Customer Upset about the charge- Customer not wanting to Pay Rs.50-
Sir/Mam I understand your concern. It’s Sir/Mam Charges are applicable for a
part of our go green initiative. However printout, and if you have access to your
you can enter the airport with the soft email ID, I would send an email with the
copy of your itinerary. soft copy of the ticket, with which you can
enter the airport. Otherwise the Paper
Printout would cost Rs. 50.
3. Floor Walking
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?”
“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
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”
"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
“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”
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.
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 Sir/Mam, we understand that you carrying
could be a possibility that it was overlooked. important documents/laptop in this bag. However
However as it is above the required size, I would the size of the bag is big and will not fit in the
request you to check-in this bag. overhead bin. We request you to carry your
documents/laptop with you.
February 2017 Airport Operations & Customer Services
Only 30th / 11th row available: Pre-assigned seat of the customer has been
changed:
Being a full flight, we have limited seats available.
I would assist you with the seats on 30th I apologise, the seat assigned by you is
/11throw. However the seats cannot be reclined. 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:
11.Flight Delay
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
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
While approaching the customer If travelling for the first time If they have flown before
15.Missing Baggage
When the customer approaches Asking for colour/description While you are searching for the bag
16.Damaged Baggage
While giving compensation Escalating the case for compensation
17.Pilfered Baggage
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
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:
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
In case airports receive request 48 hrs. PRIOR and WCHC inventory is NOT available, then
following verbiage and action to be followed:
To make your travel hassle free in future, we would If customer agrees to fly at another day/time,
options of flights must be given where the
request you to book your special assistance at least 48
WCHC inventory is available. Cost to change
hours in advance.
the flight shall be incurred by customer.
In case upon arrival Customer who has not pre-booked WCHC, requests for WCHC at
aircraft:
Customer only wants rows 1-5 and these rows are occupied:
At Arrivals
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:
“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
Don’ts:
20.FOG (Delayed)
Why are you not endorsing my “Sir/Ma`am – IndiGo tickets are non-
transferable/non endorsable (COC), hence we will
ticket to other airlines? (delay>2hrs) not be able to endorse your ticket. We can
however, book you for any other IndiGo flight or
refund your ticket.
Why are you not providing Smile: “Sir/Ma`am – I apologize for the
inconvenience, we are in the process of arranging
surface transport? (for diverted flights e.g. the surface transport at this time. It should be
here shortly.”
transport from JAI – DEL or PNQ – BOM etc)
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?
20(a).FOG (Delayed)
I have paid for my Infant/ UNMR “Sir/Ma’am- We are offering complete refund for your
INF/ UNMR/ X-Baggage
Excess baggage. Since your flight You may kindly contact counter no……… staff
is cancelled please refund me for the same. 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
20(b).FOG (Diverted)
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?
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 Sir/Ma’am – Once you have completed your
journey you may write to our customer relations
advance, since you are endorsing me on
and they will get back to you on this , I have
OAL what will happen to my meal/indigo plus noted your PNR details .
“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
24.At Kiosk
February 2017 Airport Operations & Customer Services
25.Additional Situations
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 ‘’Mr. Singh, as per our system you are travelling
our system you are travelling under LITE fare, which under LITE fare. We will honor and allow 15 kgs
gives you an entitlement for hand bag only and not baggage as it is mentioned on your itinerary, since
checked-in bag. Lite Fare entitles only for hand bag and not for
checked-in bag.
Hence, we will request you to pay for the same.
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
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.