A consumer survey conducted by IndiGo revealed that 81 per cent of the travellers are confident that IndiGo will ensure clean and safe travel for their journey. Factors such as health and wellness of the airline staff (90%), wearing PPE and maintain social distancing by airlines (89%), personal safety kits (87%), and hygiene measures at arrival (75%) are highlighted as important factors by the passengers during air travel. The survey was conducted online in December with 23000 travellers.
“We are pleased to see that we have gained customer confidence over the last six months on the back of our safety measures and customer initiatives. There has been a 16-point rise in passenger confidence in IndiGo from 65% in June to 81% in December 2020. The report also showcases an increase in awareness for our safety measures from 55% in June to 82% in December. Air travel being the safest mode of travel, coupled with IndiGo’s clean and safe travel experience, 76% customers gained confidence to travel again post lockdown. We will continue to introduce new measures, products and services to further strengthen customer confidence in air travel and IndiGo. Our aim is to consistently provide a safe and hassle-free experience on-board a lean, clean flying machine,” William Boulter, Chief Commercial Officer, IndiGo said.
The findings of the survey reveal that 65% passengers travelled post-lockdown and 76% of customers gained confidence to travel again after their first travel post lockdown. Moreover, 69% of the customers plan to travel again in next 3 months (up from 54%in June).
According to survey, 90% customers prioritize health and wellness of the airline staff, while 89% of them feel that wearing PPE and maintaining social distancing by airlines need to be in place. Personal safety kits and hygiene measures at arrival are next on priority with about 87% and 85% customers demanding the same, respectively. Sanitation and safety protocols by the airlines and contact-less travel experience remained the last priority with 85% customers considering it important
Also, passengers who haven’t travelled yet, were concerned due to post travel quarantine measures by various states (30%), fellow passengers not maintaining social distancing (24%), quality of air circulation in the aircraft (14%) and less flight options (13%).
For their next travel, the key drivers for customers to choose IndiGo will be – safety measures and precautions being taken by IndiGo (41%) followed by deals and discounts (24%), flight availability and options (23%) and new product and service (6%), the survey reads.