'Great Job': IndiGo Ground Staff Creates Umbrella Path To Protect Passengers From Rain

In hospitality and customer service, it is often the small gestures that leave a lasting impression. A viral video showcasing one such thoughtful act features ground staff members of IndiGo Airlines holding umbrellas for passengers as they board a shuttle bus from the airport tarmac. Despite the short distance passengers had to walk, the staff ensured nobody got drenched in the rain. The heartwarming scene unfolded in Nagaland’s city Dimapur.

Instagram user Gloria Sangtam shared this video and wrote, “Great job IndiGo staff. It was raining on 28th May 2024 while I was traveling to Delhi and when we were getting inside the bus and flight this kind of gesture attracted my eyes and heart. I appreciate the good work done by the indigo ground staff of Dimapur.” This video has now gathered over 84,000 views since it was shared on May 29. Many parts of North-East India experienced the pre-monsoon rain last week.

This is not the first time that IndiGo staff has received praise. In January, amid weather-related flight delays to North India, the airline’s staff was lauded for their exceptional handling of the situation. Despite the unexpected delays and challenging circumstances, IndiGo’s employees exhibited professionalism in managing both the situation and furious passengers with responsibility and care.

In a long post, an X user wrote that just as his flight from Hyderabad to Jaipur was about to take off a few passengers began arguing with the airline crew, reportedly after some people from their group were unable to make it to the flight in time. The crew managed to calm down the passengers despite being “abused and threatened”.

Later, when their flight was diverted to Ahmedabad due to poor visibility in Jaipur, the staff catered to the needs of the passengers. Appreciating the staff’s management, an X user wrote, “Once we landed at Ahmedabad, we were requested to remain in the aircraft. Every passenger was handed a refreshment hamper that contained a fairly large cookie, some nuts and a packaged fruit beverage. Water and coffee were on the house. The crew remained on their toes throughout. The wait was annoying but the crew ensured it didn’t become agonising.”

He concluded the post by saying that while IndiGo Airlines needs to improve its scheduling system, its staff makes sure that the passengers get the best service even in adverse circumstances.