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Indigo's CEO, Ronojoy Dutta, finds himself in the eye of a storm yet gain, over the airline's mishandling of a specially abled child and his parents travelling by the airline. How should Dutta manage the various touch points with the customer over IndiGo's entire service encounter- the 'moments of truth', and prevent such a fiasco in the future?
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This page is a summary of: IndiGo Airlines in India: managing “moments of truth”, Emerald Emerging Markets Case Studies, July 2023, Emerald,
DOI: 10.1108/eemcs-03-2023-0080.
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