ACE Handout May'23

ACE – Airport Core
Essentials
This document is designed to take you

through 6e policies & procedures, for you to
adhere to in your role as an AO&CS team
member at the Airport.
This handout is only for training purpose and must not be
printed or circulated
Issue 1.0 Revision 2
06-05-2023 2
This Handout should be used only as a reference guide for classroom studies. For further detailed clarification please refer CHM.
About IndiGo
• Indigo started its operation on 04th Aug 2006 DEL to IMF via GAU
was the 1st flight operated by 6E
• Indigo started its International operation on 1st Sep
2011, IndiGo's first international service was launched between
New Delhi and Dubai.
• Indigo IPO was released on 27th Oct 2015
Logo of Indigo
Twenty dots arranged in the shape of
an aircraft serves as the logo of the Indigo.
What is 6E?
Every airline is given a 2 character IATA code. 6e is the code given to
IndiGo.
External Organisations
I.C.A.O - International Civil Aviation Organizations
In 1944, the world’s governments agreed to the setting up of an
Organisation to establish standards for things such as navigational
equipment and safety. The Organisation was named I.C.A.O.
At its conception, the aim of ICAO was to ensure the safe and
orderly growth of international civil aviation throughout the world,
meet needs of the people of the world for safe, regular, efficient
and economical air transportation, ensure that rights of contracting
states are fully respected and that every contracting state has a fair
opportunity to operate international airlines.
I.A.T.A - International Air Transport Association

It is a voluntary organisation of scheduled airlines, which works
closely with ICAO to bring about co – operation between member
airlines, in matters concerning standards of safety, economy and
efficient service. It was founded in 1945 to meet problems created
by the rapid expansion of Civil Air services. It is a non-political and
democratic Organisation, open to any operating air services
licensed by a government member of the ICAO.
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D.G.C.A - Directorate General of Civil Aviation
They are responsible for the administration and maintenance of airports,
aerodromes and the registration and licensing of aircraft and licensing of
personnel and safety.
A.A.I. - Airports Authority of India

Airport Authority of India is a semi-Government authority responsible for
the proper administration, maintenance and security of all airports
under its jurisdiction.
B.C.A.S. - Bureau of Civil Aviation Security

Bureau of Civil Aviation Security is an independent department
under Ministry of Civil Aviation, Government of India, which ensures
National Aviation Security. It communicates the policy decisions and
directives given by advisory committee for Civil Aviation Security to
appropriate authorities for implementation and keeps a watch on
the enforcement of these directives at the Airports to keep the Govt.
informed. It co-ordinates with the Government of the states and
Union Territories to insure implementation of Security measures
contained in the National Aviation Security directives. It also
formulates Security schemes indicating measures to be enforced in
normal times and during high threat situations.
B.D.D.S. - Bomb Detection and Disposal Squad

Bomb Detection & Disposal Squad is a branch of B.C.A.S. It is headed
by Deputy Commissioner of Security as ‘Controller of Explosives ‘on
deputation from the Army. B. D. D. S. Unit has a team of bomb
experts/ technicians who can detect and dispose off the explosive
devices, if found at the Airport. It imparts training to Aviation staff
on ‘Bomb Threat procedures ‘and ‘Awareness of Explosive Devices’
for the purpose of detection and quick information to concerned
authorities to take necessary action.
C.I.S.F - Central Industrial Security Force

The CISF is now providing security to the critical infrastructure as
well as all the major centres of economic growth of the country. It is
also protecting the national assets and highly vital and sensitive
installations, which are exceedingly critical from national security
point of view. At a time when our country is making rapid strides and
is poised to emerge as a global economic power, there are constant
efforts by the forces inimical to our country to stall our progress.
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BOI – Bureau of Immigration
The Immigration services at the major International Airports in India and the
Foreigners' registration work in five major cities, are handled by the Bureau
of Immigration (BOI).
The field officers in charge of immigration and registration activities at Delhi,
Mumbai, Kolkata, Chennai and Amritsar are called Foreigners Regional
Registration Officers (FRROs). Apart from the FRROs who look after the
immigration/registration functions in the above-mentioned five cities, the
concerned Districts Superintendents of Police function as Foreigners
Registration Officers (FROs) in all the states in the country.
CBEC – Central Board of Excise and Customs

Central Board of Excise and Customs (CBEC) is a part of the Department of
Revenue under the Ministry of Finance, Government of India.
It deals with the tasks of formulation of policy concerning levy and collection
of Customs and Central Excise duties, prevention of smuggling and
administration of matters relating to Customs, Central Excise and Narcotics
to the extent under CBEC's purview. The Board is the administrative
authority for its subordinate organizations, including Custom Houses, Central
Excise Commissioner and the Central Revenues Control Laboratory.
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Human Factor
What is stress?
The way our mind and body reacts to the demands of our lifestyle.
We experience ‘fatigue’ after intense physical or mental effort. Fatigue
comes from consuming our physical or mental resources.
Our resources, mental and physical, are like fuel in a car. During a normal
day, we consume our fuel at a constant level (like being in ‘cruise mode’ on
the highway). But if we have to go faster or if we have to work harder, then
just like a car, we will consume our fuel more quickly. The result is obvious:
No fuel, no go! We will talk about how to ‘refuel’ shortly.
Signs of Fatigue Fatigue effects Effects of stress Managing stress

▪ Trouble concentrating ▪ Track your stressors
▪ Feeling of tiredness ▪ Vision and Memory ▪ Apathy ▪ Develop healthy
▪ Drop of performance ▪ Decision making ▪ Muscle tension responses
▪ Accumulates with ▪ Poor Communication ▪ Skin irritation ▪ Establish Boundaries

time ▪ Muscular Strength ▪ Stomach problems ▪ Take time to recharge
▪ Anger ▪ Learn how to relax
▪ Anxiety ▪ Talk to your supervisor
▪ Headaches ▪ Get some support
World Time Zone:

A time zone is a region of the globe that observes a uniform standard time
for legal, commercial, and social purposes. Time zones tend to follow the
boundaries of countries and their subdivisions because it is convenient for
area in close commercials or other communication to keep the same time.
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Jargons
ACK ACKNOWLEDGE
ACM ADDITIONAL CREW MEMBER
ACSI AIRPORT CHECK-IN SYSTEM INTERNATIONAL
ADJ ADJUSTMENT
ADL ADDITION AND DELETION LIST
ALI ABBREVIATED LOAD INFORMATION MESSAGE
AHL ADVISE IF HOLDING
AME AIRCRAFT MAINTENANCE ENGINEER
AOG AIRCRAFT ON GROUND
APU AUXILIARY POWER UNIT
APS AIRCRAFT PREPARED FOR SERVICE
ATA ACTUAL TIME OF ARRIVAL
ATC AIR TRAFFIC CONTROL
ATD ACTUAL TIME OF DEPARTURE
ATS AIR TRAFFIC SERVICES
AVI LIVE ANIMAL
AVIH LIVE ANIMAL IN HOLD
AVML HINDU VEGETARIAN MEAL
AWB AIRWAY BILL
ASAP AS SOON AS POSSIBLE
BAL BALLAST(UNMANIFESTED)
BCAS BUREAU OF CIVIL AVIATION SECURITY
BDDS BOMB DETECTION AND DISPOSAL SQUAD
BED STRETCHER INSTALLED
CAO CARGO AIRCRAFT ONLY

CBBG CABIN BAGGAGE
CHD CHILD
CHML CHILD MEAL
CG CENTRE OF GRAVITY
CIP COMMERCIALLY IMPORTANT
CONFIG CONFIGURATION
COM COMPANY MAIL
CRB CREW BAGGAGE
CRT CATHODE RAY TUBE
CTL CONTROL
DAPO DO ALL POSSIBLE
DCS DEPARTURE CONTROL SYSTEM
DHC DEAD HEADING CREW
DGCA DIRECTORATE – GENERAL OF CIVIL AVIATION
DGR DANGEROUS GOODS REGULATIONS
DIP DIPLOMATIC MAIL
EFF EFFECTIVE
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ETA ESTIMATED TIME OF ARRIVAL
ETD ESTIMATED TIME OF DEPARTURE
EXP EXPECTANT MOTHER
EXST EXTRA SEAT PAID FOR
FOC FREE OF COST
FLT FLIGHT
FYI FOR YOUR INFORMATION
GPU GROUND POWER UNIT
HK HOLDS CONFIRMED
HL HAVE WAITLISTED
HN HAVE REQUESTED
HOTAC HOTEL ACCOMMODATION
INF INFANT
J/C BUSINESS/ PREMIERE
LMC LAST MINUTE CHANGES
MAAS MEET AND ASSIST
MCO MISCELLANEOUS CHARGES ORDER
MEDA MEDICAL CASE
MVT MOVEMENT
NOOP NO OPERATION
NOSH NO SHOW
NOTOC NOTIFICATION TO CAPTAIN
NRC NO RECORD CUSTOMER
OSI OTHER SERVICE INFO /OTHER SUPPLEMENTARY INFORMATION
ORIG ORIGINATING
OTHS OTHER SERVICES (FOR WHICH NO CODE EXISTS)

OHD ON HAND BAGGAGE
PAD CUSTOMER AVAILABLE FOR DISEMBARKATION
PAX CUSTOMERS
PIR PROPERTY IRREGULARITY REPORT
PIL CUSTOMER INFORMATION LIST
PNR CUSTOMER NAME RECORD
PSM CUSTOMER SERVICE MESSAGE
PSF CUSTOMER SERVICE FEE
PTA PREPAID TICKET ADVISE
PTM CUSTOMER TRANSFER MANIFEST
RCFM RECONFIRMED
REML REFERENCE MY LETTER
RLSE RELEASE
RNFC ROUTE NAVIGATIONAL FACILITATION CHARGES
RR RECONFIRMATION
SKED SCHEDULE
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SOM SEATING OCCUPIED MESSAGE
STA SCHEDULED TIME OF ARRIVAL
STD SCHEDULED TIME OF DEPARTURE
SPML SPECIAL MEAL
SS SOLD
SITA SOCIETY INTERNATIONAL TELECOMMUNICATION AERONAUTICS
SUR SURFACE TRAVEL
TKNO TICKET NUMBER
TKTD TICKETED
TKTL TICKETING TIME LIMIT
UU UNABLE (WAITLISTED)
UC UNABLE TO CONFIRM
UM UNACCOMPANIED MINOR
UM08 UNACCOMPANIED MINOR (FOLLOWED BY AGE)
VIP VERY IMPORTANT CUSTOMER
WX WEATHER
WCHR WHEEL CHAIR UPTO RAMP (PAX CAN ASCEND/DESCEND
AIRCRAFT STEPS AND MAKE OWN WAY TO THE CABIN)
WCHS WHEEL CHAIR UPTO STAIRS (PAX CANNOT ASCEND/DESCEND
STEPS BUT IS ABLE SLOWLY TO MAKE OWN WAY TO THE CABIN)
WCHC WHEEL CHAIR UPTO CABIN (PAX COMPLETELY IMMOBILE &
NEEDS ATTENDANTS TO CARRY/SUPPORT TO REACH CABIN SEAT)
YY ALL AIRLINES CONCERNED
YP YOUNG CUSTOMER
XBAG EXCESS BAGGAGE
XX CANCEL
Airline Terminology
• Aerodrome- A defined area on land or water intended to be used for arrival
or departures and surface movement of the aircraft. Which comprises of
runway taxiway and apron.
• Airside – The movement area of an airport, adjacent terrain and buildings or
portions thereof, access to which is restricted/controlled.
• Apron (RAMP) – A defined area on a land aerodrome provided for the
stationing of the aircraft for embarkation or disembarkation of customers,
the loading and unloading of cargo, and for parking.
• Booking – means a booking made in IndiGo’s database subject to the receipt
by IndiGo, of the full payment, which is the primary record of the
reservation.
• Connected Segments – Segment means sector operated by any flight.
Connecting segment is the connectivity offered by IndiGo between two
Flight Segments operated by IndiGo.
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• Conditions of Carriage – means these conditions, i.e. the contract which
governs the carriage of Customers on IndiGo Carriers for
domestic/international air travel and terms of Bookings made by
Customers, as are available on IndiGo’s website and are incorporated by
reference in the Itinerary/Receipt/Invoice delivered with the Customer’s
Booking
• GST - means tax on provision of goods and services (Goods and services
tax)
• ICAO – International Civil Aviation Organization. A specialized agent of the
United Nations, Represented by Airport Authorities, Conducts research
and develops International Air Law.
• IATA – International Air Transport Association. Trade association of airlines,
Represent, lead and serve the Airline Industry, IATA is responsible for
coordination between airlines and economic growth of the airlines. IATA
defines airline rules and regulations
• Directorate General of Civil Aviation (DGCA) - Implements, controls, and
supervises Airworthiness standards, Safety operations, Crew training in
India, Registration of civil aircraft.
• Bureau of Civil Aviation Security (BCAS) - Monitors implementation of
security rules and regulations and carrying out survey of security needs,
Plans and coordinates Aviation Security (AVSEC) matter, Issues Airport
Entry Permit (AEP).
• Port Side - Indicated by steady Red light at left wingtip
• Starboard side - Indicated by steady Green light at right wingtip.
• Anti-collision beacon - Indicated by a rotating Reddish light on the top &
bottom of the Fuselage. The different colours make it possible for an
outside observer, such as the pilot of another aircraft, to determine which
direction the plane is manoeuvring.
• Adult – A person who has reached their 12th birthday as of the date of
commencement of travel.
• Baggage identification tag – Also known as baggage claim tag, this is the
portion of the destination or primary tag given to the customer as a
receipt for their checked baggage.
• Baggage tag – It is a primary tag used as an identification of the customer
has checked baggage. Issued by the carrier with the name of the customer,
tag no, sequence number, flight number, date of travel and destination
printed on the tag and attached to the checked baggage.
• Chocks-on – The A/C after landing & taxing through the taxiway reaches
the designated bay. The A/C is marshalled in by the marshal and brought to
a halt & the time at which the safety chocks are placed is known as chocks-
on. The chocks on time is considered as ATA of the aircraft.
• Chocks-off – The A/C after all activities, ie. Boarding, baggage loading,
fuelling etc. is ready for departure with all the doors closed. The point
when safety chocks are removed & aircraft moves from the bay is known
as Chocks-off.
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• Aircraft Position/Navigation Lights- All aircraft are equipped with a steady
light at the leading edge of each wingtip and an anti-collision beacon at
the top of the fuselage.
• Carrier/ Airline – The air transport provider issuing the ticket to carry or
undertake to carry the customer and his baggage and \ or perform any
other service related to such air transport.
• Child – A person who is above 02 years of age but has not reached his/her
12th birthday on the date of travel. Domestic Sector – Travel in which the
points of departure, stopover and destination are within the same
country.
• Fare – The amount charged by the carrier for the carriage of customer.
• Flight Interruption/IROP – Any unprecedented change to a scheduled
flight due to cancellation or delay
• Free baggage allowance – The maximum weight of baggage, which can be
carried by a customer without incurring additional charges.
• General Declaration – A declaration submitted by an airline to declare the
details of flight crew operating on board an aircraft to facilitate landside
formalities.
• Gate No Show – When a customer check-in for the flight and if he/she
does not repot for boarding before the gates are closed will be offloaded
from the flight with their bags if any. Such customers will be termed as
gate no-show.
• Inadmissible customer (INAD) – A customer who is refused to enter into
country by authorities( usually by local immigrations) or who is refused
onward carriage by an airline or government authority by a point of
transfer, e.g due to a lack of visa, expired passport, etc.
• Identity document – An official document issued by the national authority
of the issuing country, most common form is the passport for the
international travel & driving license, Aadhaar card etc. for domestic
travel.
• Infant - Infant would travel on their parent's/guardian (separate seat will
not be provided for infants). Applicable charges would be levied per sector
towards the infant’s booking. Infant is between the ages of 3 days - 2
years.
• International sector – Carriage or travel between two or more sovereign
states or nations.
• Journey – The sum of all portions from beginning to end of a customer’s
trip, even though separated by gap(s).
• Jump seat – These are small foldable seats located at various points in an
aircraft. These are meant for crew members during take-off and landing.
Commercial customers are not accepted for travel on these seats.
• Last Minute Change (LMC) – Information regarding the customer and his
baggage accepted or offloaded after the closure of the check-in. It is vital
that such changes are immediately conveyed to the supervisor, departure
control, boarding gate and load control.
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• Load sheet – It contains weight and balance data pertaining to a flight,
including the weight of the aircraft, crew, pantry, fuel, customers, baggage,
cargo and mail. Where necessary, it also contains details of the distribution
of this load.
• Late reporting – Any customer who reports late after the check-in
counters are closed will be termed as late reporting customer
• Misconnection – A customer who due to late arrival or non- operation of
his original flight arrived late at the transfer point and missed the
connecting flight.
• No Record (NOREC) – A customer holding an OK status ticket but not
booked on the scheduled/ticketed flight and who may be accepted
depending on the load and space available on the flight.
• No-Show – A customer who fails to use the reservation of the scheduled
flight for reasons other than misconnection.
• Origin – The starting place of the journey as shown on the customer ticket.
• Deportee – A person formally ordered by the local authorities to be

removed from the country after having entered the country.
• Customer/Pax – Any person, except member of the crew, travelling in an
aircraft with the consent of the carrier.
• Passenger Name Record (PNR) – or Reference Number/Booking
Reference. It is record of each customer’s travel requirements, which
contains all necessary information about the customer.
• Customer Manifest – A report that contains the details of customers on
board an aircraft.
• Refund – The return of payment to the purchaser of all or a portion of a
fare, rate of charge for unused carriage of service.
• Sector – A portion of the journey covered by a single flight, commonly
known as “From/To”.
• Taxiing In – It means when a plane lands and moves towards the terminal.
• Taxiing Out – It means when a plane moves towards the runway to take
off.
• Transfer – A change from the service of one carrier (bearing a flight
number) to the service of another carrier or the same carrier (bearing a
different flight number).
• VISA – (VISITORS INTENDED to STAY ABROAD) It is an entry in a passport or
other travel documents to enable a customer to enter or transit other
countries.
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World Time
Airlines timetables are based on the 24-hour clock. In the 24- hour clock
system, times are expressed from 0001 to 2400hrs.
Examples:
AM/ PM 24 – Hour Clock
12:00 am 0000
12:00 pm 1200
24 HOUR CLOCK
All airlines use the 24-hour clock in their schedules and time – tables. This
is done to avoid any confusion that may arise when the terms AM (Anti –
Meridian) and PM (Post Meridian) are used.
The 24 – hour clock counts continuously from 1 minute past mid – night –
0001 hours – until 1 minute to mid – night - 2359.
Examples:
10 a.m. - 1000 hours / 10 p.m. - 2200 hours
11 a.m. - 1100 hours / 11 p.m. - 2300 hours
1.10 a.m. - 0110 hours / 1.10 p.m. - 1310 hours
Airline Language
LETTER PHONETICS LETTER PHONETICS LETTER PHONETICS
A ALPHA J JULIET S SIERRA
B BRAVO K KILO T TANGO
C CHARLIE L LIMA U UNIFORM
D DELTA M MIKE V VICTORY

E ECHO N NOVEMBER W WHISKY
F FOXTROT O OSCAR X XRAY
G GOLF P PAPA Y YANKEE
H HOTEL Q QUEBEC Z ZULU
I INDIA R ROMEO
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Codes – SSR (Special Service Request)
Every profession has its own language or jargon, which can sound very
confusing to an outsider. Airlines are no exception and you will need to
learn this new language.
Some abbreviations listed below will be spoken, others you will see very
often written. It is important to remember that these terms are jargons
and you MUST NOT use them when you are talking to customers, as they
might not understand you.
SSR DESCRIPTION SSR DESCRIPTION
BLND Blind/ Visually Impaired/ Pax UMNR Unaccompanied Minor
travelling with Guide Dog (5yrs – Before 12th Birthday)
DEAF Deaf/ Hearing Impaired INFT Infant
MUTE Dumb/ Speech Impaired CHLD Child Customer
DEPA Deportee Accompanied by escort SRCT Senior Citizen Fare
DEPU Deportee Unescorted WCHC Wheel Chair Until Cabin
INAD Inadmissible Customer WCHR Wheel Chair Until Ramp
MAAS Meet and Assist Service WCHW Wheel Chair on wait List
LNGE Lounge Service MEDA Medical Customer
HTPC Hotel Package STCR Stretcher Customer
DFNS Defence Customer NSDR Nurse & Doctor Traveller
SEMN Marine Traveler FTIM First Time Travellers
STUD Student Fare CPTR Corporate Traveler
SUPR Super 6e Fare EXST Extra Seat
ABHF Additional Bag Fee DBST Double Seat
FFWD Fast Forward NPS Net Promotor Score
PRBG Priority Boarding (QuickBoard) NPSP NPS Promoter
HUMR Human Remains NPSN NPS Neutral
XSAT Web check-in without seat NPSD NPS Detractor
preference
HLOK Health Declaration OK WEAP Weapon – firearm/
ammunition
CO19 Covid19 Declaration REDC Short Connection
IGPR 6e Prime BLUE Long Connection
IGFL 6e Flex HAJJ HAJJ Passenger
PROM IndiGo Promise UMRA UMRAH Passenger
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Special Baggage Codes
CODE DESCRIPTION CODE DESCRIPTION
LITE Lite Fare XBPA Prepaid excess Baggage for 5KG
XBHH Excess Baggage for Lite fare XBPB Prepaid excess Baggage for 10KG
XBCR Crew Baggage XBPC Prepaid excess Baggage for 15KG
XBPD Prepaid excess Baggage for
30 Kg
Communication Codes
A/C Aircraft ETA Estimated time of arrival
AOG Aircraft on ground ETD Estimated time of departure
ASAP As soon as possible FYI For your information
ATA Actual time of arrival PAX Customer
ATD Actual time of departure SOC Seat Occupied
TBA To be advised STA Scheduled time of arrival
LDM Load distribution manifest STD Scheduled time of departure
OTT On Time Turnaround STBY Standby
OTP On Time Performance TOB Total on board
Refreshment/Snack Codes
CODE DESCRIPTION
CPML Complimentary Refreshment/Snack
VGML Vegetarian Refreshment/Snack
NVML Non – Vegetarian Refreshment/Snack
Miscellaneous Codes
PRS Passenger Reconciliation APIS Advance Customer
system Information System
BRS Baggage Reconciliation APPS Advance Customer
System Processing System
FOID Form of Identification NOTOC Notification To Captain
FQT01/ Frequent Flyer FIDS Flight Information Display
FQT02 System
PNL Passenger Name List PNR Passenger Name Record
VIP Very Important Pax ULD Unit Load Display
CIP Commercially Important Pax CXL Cancellation fee
SIP Socially influential Person
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Charges
Services DOM (INR) Int. (INR)

Excess baggage 550 600 - 1400
XL Seat 1A, 1C, 1D, 1F 1500 2500
XL seat 1B, 1E 1200 2000
XL seat E-Exit 1200 2000
ATR Rows 1, 2, 19, 20 500 N/A
XL seat CPTR 50% Discount 50% Discount
ABHF 1000 2000 (After 2 bags)
FFWD 500 700
6E Quick Board 500 N/A
INFT 1500 2350
UMNR 4999 9999
6E Prime 699-899 1199-1499
6E Promise 49 N/A
BULK 1500 3000
SPEQ (BULK Online) 1200 2500
SHFT 1800 2800
Nmove 2500 4000
Cancel Fee 3500 5000
Self Offload 5000 N/A
WEAP 5500 N/A
STCR 9seats+1 seat+ 30,000 9seats+1seat+ 50,000
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Airport IATA Code- Domestic
IATA
State City Airport
Code
Andaman &
Port Blair Veer Savarkar International Airport IXZ
Nicobar Islands
Kurnool Kurnool Airport KJB
Rajahmundry Rajahmundry Airport RJA
Andhra Tirupati Tirupati Airport TIR
Pradesh Vijayawada Vijayawada Airport VGA
Visakhapatnam Visakhapatnam Airport VTZ
Kadapa Kadapa Airport CDP
Arunachal
Itanagar Donyi Polo Airport HGI
Pradesh
Dibrugarh Dibrugarh Airport DIB
Lokpriya Gopinath Bordoloi
Guwahati GAU
Assam International Airport
Jorhat Jorhat Airport JRH
Silchar Silchar Airport IXS
Darbhanga Darbhanga Airport DBR
Bihar Gaya Gaya Airport GAY
Patna Jay Prakash Narayan Airport PAT
Chandigarh Chandigarh Chandigarh Airport IXC
Chhattisgarh Raipur Swami Vivekananda Airport RPR
Delhi Delhi Indira Gandhi International Airport DEL
Goa Goa Dabolim Airport GOI
Sardar Vallabhbhai Patel International
Ahmedabad AMD
Airport
Gujarat Rajkot Rajkot Airport RAJ
Surat Surat International Airport STV
Vadodara Vadodara Airport BDQ
Jammu and Jammu Jammu Airport IXJ
Kashmir Srinagar Sheikh ul-Alam International Airport SXR
Jharkhand Ranchi Birsa Munda Airport IXR
Deoghar Deoghar Airport DGH
Bengaluru Kempegowda International Airport BLR
Belgaum Belgaum Airport IXG
Karnataka Hubli Hubli Airport HBX
Mangalore Mangalore International Airport IXE
Mysuru Mysore Airport MYQ
Kannur Kannur International Airport CNN
Kochi Cochin International Airport COK
Kerala Kozhikode Calicut International Airport CCJ
Thiruvananthap
Trivandrum International Airport TRV
uram
Ladakh
06-05-2023 Leh Kushok Bakula Rimpochee Airport 17IXL
IATA
State City Airport
Code
Indore Devi Ahilya Bai Holkar Airport IDR
Madhya Bhopal Raja Bhoj Airport BHO
Pradesh Gwalior Rajmata Vijayaraje Scindhia Terminal GWL
Jabalpur Jabalpur Airport JLR
Aurangabad Aurangabad Airport IXU
Kolhapur Kolhapur Airport KLH
Chhatrapati Shivaji Maharaj
Mumbai BOM
International Airport
Maharashtra
Dr. Babasaheb Ambedkar
Nagpur NAG
Pune Pune Airport PNQ
Shirdi Shirdi Airport SAG
Manipur Imphal Imphal Airport IMF
Meghalaya Shillong Shillong Airport SHL
Mizoram Aizawl Lengpui Airport AJL
Nagaland Dimapur Dimapur Airport DMU
Odisha Bhubaneswar Biju Patnaik Airport BBI
Sri Guru Ram Dass Jee International
Punjab Amritsar ATQ
Airport
Jaipur Jaipur International Airport JAI
Rajasthan Jodhpur Jodhpur Airport JDH
Udaipur Maharana Pratap Airport UDR
Chennai Chennai International Airport MAA
Coimbatore Coimbatore International Airport CJB
Tamil Nadu Madurai Madurai Airport IXM
Tiruchirappalli Tiruchirappalli International Airport TRZ
Tuticorin Thoothukudi Airport TCR
Telangana Hyderabad Rajiv Gandhi International Airport HYD
Tripura Agartala Maharaja Bir Bikram Airport IXA
Dehradun Dehradun Airport DED
Uttarakhand
Pantnagar Pantnagar Airport PGH
Agra Agra Airport AGR
Allahabad
Allahabad Airport IXD
(Prayagraj)
Bareilly Bareilly Airport BEK
Uttar Pradesh
Gorakhpur Gorakhpur Airport GOP
Lucknow Chaudhary Charan Singh Airport LKO
Varanasi Lal Bahadur Shastri Airport VNS
Kanpur Kanpur Airport KNU
Bagdogra Bagdogra Airport IXB
Durgapur Kazi Nazrul Islam Airport RDP
West Bengal
Netaji Subhas Chandra Bose
Kolkata CCU
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Airport IATA Code- International
IATA
Country (State) City Airport
Code
Bangladesh Dhaka
Shahjalal International Airport DAC
Chengdu Shuangliu International
Chengdu CTU
Airport
China
Guangzhou Baiyun International
Guangzhou CAN
Airport
Dammam King Fahd International Airport DMM
Saudi Arabia Jeddah King Abdulaziz International Airport JED
Riyadh King Khalid International Airport RUH
Singapore Singapore Singapore Changi Airport SIN
Sri Lanka Colombo Bandaranaike International Airport CMB
Bangkok Suvarnabhumi Airport BKK
Thailand
Phuket Phuket International Airport HKT
Turkey Istanbul Istanbul Airport IST
Abu Dhabi Abu Dhabi International Airport AUH
United Arab
Dubai Dubai International Airport DXB
Emirates
Sharjah Sharjah International Airport SHJ
Hanoi Noi Bai International Airport HAN
Vietnam
Ho Chi Minh City Tan Son Nhat International Airport SGN
Hong Kong Hong Kong Hong Kong International Airport HKG
Kuwait Kuwait City Kuwait International Airport KWI
Malaysia Kuala Lumpur Kuala Lumpur International Airport KUL
Maldives Malé Velana International Airport MLE
Myanmar Yangon Yangon International Airport RGN
Nepal Kathmandu Tribhuvan International Airport KTM
Oman Muscat Muscat International Airport MCT
Qatar Doha Hamad International Airport DOH
06-05-2023 19
Type of Aircraft
Aircraft: any structure or machine designed to travel through the air,
whether heavier or lighter than air; airplane, airship, balloon, helicopter,
etc.
Airplane: Any structure with fix wings and engines, heavier than air and has
the capacity to fly
Airplanes are further divided into 2 categories:
Narrow body – Airplane with single Aisle and baggage / cargo is loaded in
bulk
Wide body - Airplane with double Aisle and baggage / cargo is stacked in
containers and pallets. The same is loaded in the airplane with the help of
mechanized loading process.
Types of Aircraft 6E operates

IndiGo operated three types of Aircraft: ATR 72-600, Airbus 320 and Airbus
321.
ATR 72-600 (Avion de transport

regional)
Airbus 320
Airbus 321
06-05-2023 20
ATR 72-600 (78 Seats)
Configuration Y/78
Jump Seat 01/02
Jump seat location 01 FWD,01 AFT
Emergency exit row 01st & 02nd Row
Emergency exits L1,R1,L2,R2
Infants Flying over land –06
Flying over sea –06
Lavatories 01(01 Aft)
Non- Reclining All seats
WCHC/R(02 per flight) 18 & 19 row
STCR Not allowed
Firearms & weapons Not allowed
PETC/Guide Dog Not allowed
Boarding/De-boarding 01( L2)
Airbus 320 (Y/180)
Configuration Y/180
Jump seat cabin 06 (Only 04 in “D” series
A/C)
Emergency exit row 12th & 13th Row

Entry 04(L1,R1,L2,R2)
Infants Flying over Land –19
Flying over sea – 12
Non- Reclining rows 11,12 & 30
Number of rows 30
WCHC/R (04 per flight) Any row except EEA
Toilets 03(01 Fwd, 02Aft)

Exit 08(L1, L2,L3,L4 &
R1,R2,R3,R4)
06-05-2023 21
Airbus 320 (Y/186)
Configuration Y/186
Jump seat cabin 06 (Only 04 in “D” series A/C)
Infants Flying over Land –19
Flying over sea – 12
Non- Reclining rows 11,12 & 30
Number of rows 31
WCHC/R Any row except EEA
Lavatories 03(01 Fwd, 02Aft)
Exit 08(L1, L2,L3,L4 & R1,R2,R3,R4)
Airbus 321 (Y/222)

Configuration Y/222
Jump seat cabin 06
Jump seat location 02 FWD, 02 Mid Exit, 02AFT
Infants Flying above land –19
Flying above sea – 12
Non- Reclining rows 16th , 17th ,26th
No of Rows 37/39
WCHC/R Any row except EEA
Toilets 03 (01 Fwd, 02 Aft)
Exit 12( 02 Cockpit sliding
windows, L1, OWE 1L,
OWE 2L, L3,L4 & R1, OWE
1L, OWE 2R, R3,R4)
IndiGo also has A321 with seat configuration of 232
where it does not have 28A and 28F with 2
additional rows with 6 seats each.
06-05-2023 22
Summary of IndiGo Aircraft Fleet
Fleet Characteristics
A321 (VT-
IUI, UJ, IUK,
Aircraft Type ATR A320 A321 A320S A321
IUL, IUM,
IUN, IUO)
Rows 20 30 37 31 37 39
Capacity 78 180 222 186 222 232
Crew 2 4 5 4 5 5
Wheel Chair 2 4 5 4 5 5
PRM 2 4 5 4 5 5
Emergency Exit Rows 1, Rows 12, Rows 18, Rows 12, Rows 18, Rows 18,
Rows 2 13 19, 28 13 28 19, 28, 29
Rows 17,
Non Reclining Rows 11, Rows 16, Rows 11, Rows 16,
All 18, 27, 28,
Rows 12, 30 17, 26, 37 12, 31 26, 37
39
WEAP Nil 1 1 1 1 1
Guide Dog Nil 1 1 1 1 1

28, 29, 30 35, 36, 37 29, 30, 31 35, 36, 37 37, 38, 39
Stretcher N/A
ABC ABC ABC ABC ABC
Lavatories 1 3 3 3 3 3
Extra Jump
NIL 2 1 2 1 1
Seats
Infants Over
6 19 19 19 19 19
Land
Infants Over
6 12 12 12 12 12
Water
06-05-2023 23
Duration of the flight
Short Haul: The duration of the flight is less than 2hrs and covering
distance of 1500Km.
Medium Haul: The duration of the flight is less than 4hrs and covering
distance of 4000Km.
Long Haul: The duration of the flight is more than 4hrs and covering
distance of 4000Km.
Types of Flights:
Direct Flight or Non-stop Flight
A non-stop flight is no extra stop between departure and arrival.
e.g.
6E 171 DEL → BOM
6E 53 MAA → SIN
Transit Flight
A transit flight is a flight that makes a short stopover in one station
before it continues to the next station. The flight number remains
the same.
e.g.
6E 251 DEL → GAU → IMF
Connecting Flight
A connecting flight is a flight in which there are two or more
aircraft involved in taking the customers to their respective
destinations. On arrival the customer needs to de-board and has to
catch an onward flight.
e.g
6E 443 DEL → MAA
6E 53 MAA → SIN
06-05-2023 24
Types of Customers
Transit Customers
Transit customers will never disembark from the flight while the aircraft is
being serviced. They will continue their journey with the same aircraft they
arrive from.
06-05-2023 25
Transfer/connecting customers
Transfer customers are also known as connecting flight customers. Their

final destination is not your station; customers are
transferring/connecting to another flight, and then continue their
journey to their next/final destination.
06-05-2023 26
Journey of an international customer
Customer arrives
at the airport
Excess baggage
Check in payment in case the
formalities are weight of the bag
completed at the exceeds allowance
origin station
Customer clears SHA/

Immigration
Duty free Shopping Customer Food Court

Area
Customer reports at
Designated Boarding
Gate
Customer reports at Customer reports at

Designated Boarding Designated Boarding
Gate Gate
Customer reports at
Designated Boarding
Gate
Customer reports at
Designated Boarding
Gate
06-05-2023 27
Arriving Customers
Flight arrives
Customer
disembarks
Aerobridge Coach
Customer reaches
the arrival hall
Customer clears
immigration
Duty free Inadmissible
Customer collects
checked-in Luggage
Bond for Lost & found
dutiable Items counter for
baggage
Custom irregularities
clearance
Exit arrival hall
06-05-2023 28
Important Policies
Documents and Forms
Reservation Slip: To be given to the customer once he confirms to make a

booking so that we can collect the right information regarding the
booking.
6E Itinerary: It has a complete detailing regarding the travel of the customer
on a particular PNR.
EDC Slip: This is a system generated receipt of the EDC machine when we
use the Credit/Debit card of a customer to charge him.
Cash Deposit & Denomination slip: At the end of the shift, when tallying the
total cash sales of the day for the staff. The particular staff fills the
denominations & rest of the details & deposits the amount to the finance
team/ICD (Intelligent cash deposit) machine.
UMNR form: When a UMNR is travelling, the parent/guardian has to fill a
particular form which will contain all the details of the parent/guardian at
departure & arrival.
NEFT Form: Any cash refund will be processed through NEFT transaction. The
staff has to get this NEFT form filled from the customer which has the
account details of the customer so that the finance team can process the
refund/compensation through NEFT
06-05-2023 29
Electronic Data Capturing machine is used while accepting payments from
the customer through Credit/Debit Cards.
Step 1: Insert/Swipe the card depending upon the type of card (Chip card/
Magnetic strip card).
Step 2: Put in the desired amount (remember the machine picks up 2 decimal
points, so put in 2 extra zeroes always).
Step 3: Allow the customer to input the pin no.
Step 4: The machine prints 2 receipts, 1 Merchant copy & 1 Customer copy
Credit Card Policy

If a Customer makes a booking If a customer makes a booking
through his domestic credit card through international credit card
When a customer makes a booking
Customer is required to present the through an international credit card,
credit card or photocopy of the he/she must be a part of the
credit card used to pay for the travelling party and carry the original
booking, at the time of check-in credit card for verification at the time
of check-in
Any failure to do so shall result in repayment or in IndiGo denying boarding
privileges to the customer
Supervisor to call FCU (Fraud Control Unit) and give a detailed overview
06-05-2023 30 2
Issue 1.0 Revision
IndiGo Special service
6E Add on
The charges of all add-ons keep changing in accordance to our ancillary
revenue, always check the charges online or advise the customer to check it
online before informing anything to the customer.
Product Details
6E prime Seat + Meal + Fast forward service

6e Flex Flexibility in rebooking – no change fees applicable
IndiGo promise Protection against flight delay, lost baggage & XXLN
Fast forward Priority Check-in and baggage on arrival
6e QuickBoard Priority Boarding
Airport Lounge Lounge access with a fee, can be booked 12 hrs prior
service departure
6E tiffin Meal and beverage of customer choice
Seat plus Buying a seat of your choice
Pre-paid baggage Buying excess baggage
Blue Ribbon Baggage Protection Product - Baggage protection for
Delayed and Lost Baggage
Travel Assistance Medical assistance, Trip cancellation/delay assistance
6E BAR Customer can pre book 2 alcoholic beverages
(Whiskey/ Beer) 72hrs prior departure.
Pre booked- Blanket/ Can be booked 24hrs prior departure Non-refundable
Pillow & eye shade – until ticket has been cancelled.
Fast Forward
Priority check-in and priority baggage handling service.
Passengers booking IndiGo flights have an option to buy ‘FFWD’ service which
entitles the passengers to priority check-in, priority baggage-drop at a
separate FFWD counter at the airport and priority baggage pick-up at arrivals
6E QuickBoard
Passengers booking IndiGo flights have the option to buy the ‘6E QuickBoard’
service which entitles the passengers to board the flight with priority by way
of an announcement over passengers who have not availed of the service.
If a passenger who has purchased the 6E QuickBoard service arrives at the
boarding gate post commencement of boarding for all passengers, they will
join the regular boarding queue and will not be able to board with priority.
06-05-2023 31
Additional Baggage Handling Fees - ABHF SSR
As per the current regulation customer can carry only one piece of check-in bag
upto 15 kgs. on domestic flights. IndiGo introduces a handling fee for an
additional bag in case customer wishes to carry more than one check-in bag.
Scenario 1:
Customer is carrying 2 check-in bags of total 15 kgs.
• Staff, after entering the baggage weight, add ABHF fees on F6 for additional
check-in bag and collect the amount.
• Note that there would not be any prompt to collect the handling fees. Staff
has to select the fees themselves from F6 and charge.
Scenario 2:
Customer is carrying 3 check-in of total 15 kgs.
• Staff, after entering the baggage weight, add ABHF fees on F6, for additional
check-in bag and collect the amount shown in red. However here the ABHF
must be charged twice.
Scenario 3:
Customer is carrying 2 check-in bags with a combined weight of 20 kgs.
• The system will prompt for excess baggage charges of 5 kgs, however for
the additional piece of check-in baggage staff must remember to add the
ABHF from F6 and collect the excess baggage charges plus the handling
fee from the customer.
Baggage Protection Product - Blue Ribbon

Customers can purchase the Blue Ribbon Baggage Protection online through
website/mobile app upto 2 hrs. and 4 hrs. respectively for domestic and
international flights, at a fee:
(a) Domestic - INR 95 per passenger per PNR
(b) International – INR 330 per passenger per PNR
• Customers can be identified by SSR, LBG for Domestic flights and BRB for
International flights
Will be applicable for Not be applicable for
All Domestic & International Sectors Group booking

One way, Roundtrip Journeys Call Centre roles
All type of fares OTA Partner
• In case of cancellation
(a) product opted will be refunded to the passenger
(b) For return booking, if first leg is cancelled by the customer the SSR will
be cancelled & refunded. Customer is required to purchase again
(c) For a date change the services shall be carried forward
32
06-05-2023
CPTR- Corporate Traveller
This code is only an identifier for a corporate customer.
1. CPTR code means a corporate traveller. It will always be associated with
a 4 letter snack code; example- when you see CPTR SAMS (CPTR + 4
letter Meal Code), this means a corporate customer has pre-booked a
specific snack such as samosa and non-alcoholic beverage.
2. CPML code will be used as SSR code which will mean a complementary
snack and a non-alcoholic beverage (no other entitlement)
3. You will also see CPTR CPML code which will mean that the corporate
customer has not pre-booked a specific snack and shall be entitled for
one complementary snack and beverage available on board.
Please refer to the grid below for your reference on their respective
entitlements:
SSR Meal Entitlements Additional Entitlements

CPTR + One complementary snack • Shift fees are applicable
CPML & One non-alcoholic • Hand baggage allowance – 10 kgs
Beverage or Two non- • 50% discount on XL row seat
alcoholic Beverages. • Changes & Cancellation up to 1hr
prior departure, no change &
cancellation fee is applicable
CPTR + 4 Complementary specific • Shift fees are applicable
letter meal pre booked snack & One • Hand baggage allowance – 10 kgs
Code non-alcoholic Beverage • 50% discount on XL row seat
• Changes & Cancellation up to 1hr
prior departure, no change &
cancellation fee is applicable
CPML Complementary one Snack • No additional entitlement - this
& One non-alcoholic customer is not a corporate
Beverage customer and free seat change
to XL row will not be applicable
33
06-05-2023
Introducing IndiGo Fare types
Super 6e Vaxi Fare
Flexi Plus Fare Student Fare
Regular Fare Armed Forces
Lite Fare Sr. Citizen
Click on the link to learn more:

https://www.goindigo.in/add-on-services.html?linkNav=add-on-services_header
Super 6e Fare
Domestic - Key features: International - Key features:
• Zero convenience fee • An extra 10 kgs baggage allowance
• An extra 10 kgs baggage allowance • A free seat including XL seats
• A free seat including XL seats • A free snack combo of your choice
• A free snack combo of your choice • Free express check-in
• Free express check-in • Free priority boarding
• Free priority boarding • Delayed & lost baggage protection
• Delayed & lost baggage protection service - BRB
service - LBG • Change fees of ₹500 until 3 days
• No change fee till 3 days before before departure & ₹900 between
departure, after which a small fee 3 days to 2 hrs before departure
of ₹500 will be charged • A reduced cancellation fee of
• A reduced cancellation fee of ₹500 ₹1500 per passenger for bookings
per passenger for bookings cancelled 4 hrs before departure
cancelled 2 hrs before departure
Filing Periods:
The table below shows the period of time various Customer handling forms
and documents must be kept on file:
Document/ form Filing Period in the station file
Fit to fly certificate for expectant mothers 6 Months
Medical information (MEDIF) 2 Years
Load sheet/ NOTOC 4 Months
Handling advice for UMNR 4 Months
Customer Manifest 4 Months
PIR – Closed cases 4 Months
06-05-2023 34
Cancellations
Voluntary In Voluntary
IndiGo cancels due to weather,
Customer Cancels
operational or technical reasons
Options Options
• Rebooking • Rebooking
• Credit Shell • Credit Shell
• Refund • Refund
Cancellation fees/ Change Fees
for domestic & international are No fee or fare difference charged
applicable
Cancellations can be done up to • Cancellation

• Up to 3 hours prior dep (dom) • 2 or more hours of delay
• Up to 4 hours prior to dep (intl)
• Change in sector/ date/ flight • Change in sector/ re-routing is
time is allowed. allowed.
• No. of Customers cannot be • No. of Customers cannot be
changed changed
Cancellation charges
Domestic
Days Fees
Less than 2 hours prior Only Govt. & airport taxes will be refunded
departure
More than 2 hours Cancellation charges will be applicable (Per
prior departure Customer, Per Segment)
International
Days Fees
Less than 4 hours prior Only Govt. & airport taxes will be refunded
departure
More than 4 hours Cancellation charges will be applicable (Per
prior departure Customer, Per Segment)
As the cancellation charges keep changing in accordance to our ancillary

revenue, always check the charges online/in system before informing
anything to the customer.
“Conditions of Carriage” is also updated on the website.
Airports / call centre can inform the customers to logon to the website and
claim the tax for un-utilized tickets. (Manual process of queuing the PNR
upon customer’s request for tax is still available with new skies users).
06-05-2023 35
NMOVE/ SHFT
NMOVE - NMove is also known as Re-accommodation
Sector NMOVE FEE

Domestic INR 2500
International INR 4000
Option 1-
• The NMOVE must only be offered to No-shows & Gate No Shows who have
reported at the airport
• In case the customer decides to wait till D-75 mins, only NMOVE fees to be
charged
• Subject to seat availability
• Date & sector change is not permitted
Option 2-
In case the customer wants immediate confirmation of seat and does not want
wait till D-75 mins
• NMOVE fee, CHANGE fee and Fare difference will be charged
• The booking can be made for the same day or on a different date
• Customer shall be checked in as soon as changes are done for the same
day booking
Any customer who doesn’t opt for any of the above 02 options, the entire fare
shall get forfeited
SHFT - SHFT is also known as IndiGo Early
Sector SHFT Fee

Regular INR 1800
Corporate/ SME INR 1200
• The time duration between STD of the desired flight and the originally
booked flight must not exceed 4 (four) hours. For example, if the original
booked flight is scheduled to depart at 1600 hours, then customers can
prepone their flight at or after 1200 hours
• Customers must report prior to the closing of the check-in counter for the
desired flight
• This service is subject to availability of seats
• Valid only for domestic flights
06-05-2023 36
Refund Policy
Upon failure by IndiGo to provide carriage in accordance with these conditions
of carriage, where a customer requests a voluntary change of his arrangements,
a refund for an unused booking, or a portion thereof shall be made by IndiGo in
accordance with this article and IndiGo’s regulations, after deducting the fees,
charges and taxes. Refund against the residual value after deduction of the
applicable fee will be made available as per the following:
• For Bookings made through credit/debit cards, the refund will be processed
to the credit/debit card.
• For Bookings made through net banking, the refund will be processed to
the same bank account.
• For Bookings made through travel partners or online travel portals, the
refund may be claimed from the respective travel agents/ portals.
• For Bookings made by cash at the airport, the refund will be processed
through NEFT.
For basic FAQs on refunds, please click on the link:

https://www.goindigo.in/travel-information/en.html?q=Refund
06-05-2023 37
Customers requiring special attention
There are various categories of customers who require special attention while
they travel with us. Some of them are listed below:
Infants
• Infant is a baby who is above 3 days and is below 2 years
of age on the date of travel.
• Policy to accept an Infant on IndiGo Aircrafts is as below:
Criteria ATR A320 A321

• Flying Over land
• Flying Over land – 19 • Flying Over land – 19
Maximum –6
• Flying Over Water (Sea) – • Flying Over Water (Sea) –
no of Inf. • Flying Over
12 12
Water (Sea) – 6
NO infant Rows 1-4, 12,13, 30/31 Rows 1-4, 17, 18. 27, 31-37
to be seated Rows 1 and 2 Every 3rd row inft not Every 3rd row inft not
on rows allowed allowed
1st row for
Infant to be Row 3 onwards Row 5 onwards Row 5 onwards
seated
• 1 Inft per row (6 seats) • 1 Inft per row (6 seats)
Infant 1 infant per row • Even row: Left side (A,B,C) • Even row: Left side (A,B,C)
seating (4 seats) • Odd row: Right side (D,E,F) • Odd row: Right side (D,E,F)
For Airbus 320, the following policies will apply:

• Only one infant is allowed per adult and the Proof of age to be checked for
the infant is on the date of the flight.
• Infant will sit on the lap of the adult and they will not be assigned seats in
the emergency exit area (12 and 13 row).
• No push cart/ baby stroller is allowed in the cabin. However can be checked
in FOC
• Customers accompanying infants are allowed an additional piece of hand
baggage weighing up to 7Kgs
• Mothers with infants should be allocated a seat next to a female customer
only so that they are comfortable while nursing the child during the flight.
06-05-2023 38
For ATR 72-600, the following policies will apply:
• Customers with an infant cannot be seated on rows 1 & 2(EEA)
• On ATR 72-600 only one infant is allowed on each side of the aircraft
per 4 seats (excluding the emergency rows). Example If there is a
customer with an infant on the seat number 8A then the next
customer with an infant can be seated diagonally in the next row i.e.
9D/9F and not on 9A/9C.
• Please note: The infant inventory is restricted to 6 in our system,
additional infants can be accepted on board for which we need to
follow the same process that we follow in A320.
Seating restrictions / indicators for infants in our check-in systems.
Below is the system wise behaviour:
• Website, KIOSK & SkySpeed (Reservation system)
• Infant will be seated on permitted seats only
• GoNow (Check-in system)
• System will allow the infant to be seated only on those seats, which
are highlighted with infant signs. Please refer below screenshot. Staff
will be required to remain vigilant while assigning or changing seat of
an infant.
Child
• A child is a customer who is above 2 years but below 12 years of age on the
date of travel. Children who have reached 2 years of age but not 5 years of
age must be seated with a travel companion above the age of 18.
• To comply with safety regulations and comfort of corporate customers
following rows on board our A320 & 321 aircraft are being termed as quiet
zones.
• Customers/families travelling with Infants and Children shall not be seated
on rows 1 to 5 and 11 to 14 on board our A320 aircraft.
• Customers/families travelling with Infants and Children shall not be seated
on rows 1 to 5 and 16 to 19 on board our A321 aircraft.
• Note:
• Such seating restrictions on IndiGo website, DCS, travel portals and mobile
app will be incorporated soon.
• Till such time, any pre-assigned seat on these rows must be changed at the
airport manually. The verbiage to be used in such cases is mentioned below.
• Verbiage
• Dear Mr./Ms. , rows 1 to 5 and 11 & 14 are quiet zone. Hence these seats
cannot be assigned to customers/families with children and infants.
06-05-2023 39
Unaccompanied Minor
• A UMNR is a child who is above 5years and below 12 years of age
travelling alone. The following guidelines must be followed when
there is a UMNR on a flight:
• A UMNR is given a pouch from IndiGo and the staff must ensure all
the documents are kept safely in it. A child should wear the pouch
at all the times around his/her neck.
• A child cannot decline the service and shall be assisted by IndiGo
personnel from the departure station till the arrival station. At all
points the UMNR must be accompanied by a female staff only.
• The UMNR SSR fee includes a complimentary food item and
beverage on-board for the flight.
• Depending on the time of reporting and the seat availability, the
check-in staff will try and allot seats next to a lady customer.
• Once the UMNR is on-board, the staff shall make a call to the
parents/guardian to inform them that the UMNR has boarded
safely. If there is any delay, that shall be promptly intimated.
• On IROP flights, the staff shall keep the parents/guardian updated
every 30 mins and the child must be in our care at all times.
• In case of a split or a transit flight, the UMNR will be with a ground
staff employee and shall be assisted. He/she cannot be left alone.
• In case the flight is cancelled or some IROP (Irregular Operations)
takes place, then all extra costs to help the child to the other
destination will be borne by IndiGo. At the departure city and the
arrival city, the family will be kept informed.
UMNR Form
This form contains contact details of the parent/guardian at the
departure and arrival airport. Four copies of the form are required to
be completed. Remind the parents/guardian that a photo
identification is required for both the parties dropping and picking
the UMNR.
• 1st Copy (White) – Parent/Guardian (Signed by staff of departure
station and lead crew of the flight)
• 2nd Copy (Blue) – Departure Station (Signed by staff of departure
station and lead crew of the flight)
• 3rd Copy (Pink) – Lead Cabin Crew of the Flight (Signed by staff of
departure station, lead crew of the flight and staff of arrival station)
• 4th Copy (Yellow) – Arrival Station (Signed by staff of departure
station, lead crew of the flight, staff of arrival station and the
parent/guardian who came to receive the UMNR)
06-05-2023 40
Reservation Departure In- Arrival
station flight station
Each UMNR will Person who Seat allocation
The child
be charged full comes to drop should be as close
will not
fare + service fee the child will have as possible to the
be
depending on to produce his front of the plane so
rel
Domestic and photo id and that the lead flight
eased
international
must be there at attendant can keep
without
flight. The SSR
fee will be least 1hr prior to an eye on them.
the
displayed and departure. Complimentary
Guardians
added in the fare They must state meal and non-
’ Photo
automatically on the name of the alcoholic beverage
ID. The
selection in person on the to be served to the
UMNR
Skyspeed. form who will UMNR.
will be
come to receive handed
the UMNR on over to
arrival. the same
person
who’s
name is
mentione
d in the
form
UMNR While boarding UMNR should not be Signature to
form can the ground staff assigned a seat in be taken on
be will inform the the Emergency Exit the form
downloade Lead crew and the area. before
d from Captain. handing
www.goind over the
igo.in child.
(IndiGo original form has different colour for every copy in a set. However,
passenger might come to the airport with forms filled on white paper
downloaded from our website. That is why colour segregation is negligible
as long as parent/guardian and staff responsible for the UMNR gets a
signed copy. Every sign need to have the name of the staff along with
his/her IGA under it)
Note: Female UMNR to be escorted by only female IndiGo staff, Male
UMNR can be escorted by either male or female IndiGo staff)
06-05-2023 41
Extra Seat Customers
Those customers who cannot fit in a single seat or those customers who
want an extra seat for comfort can opt for it. A Customer needs to buy full
fare ticket in order to get an extra seat on a flight.
Voluminous (obese) Customers When a Customer cannot sit in one seat,
reservation and use of two seats is permitted on chargeable fare basis
except seats on Emergency exit rows and First Row, where armrests are
not movable.
Policy: When Customer buys an extra seat, the extra seat to be x-blocked
and message to be sent to the next down-line station advising that the
capacity is reduced by 01 seat (In case of multi sector flight). The SSR
remark to be updated in the system for extra seat with an advise that x-
block seat not be released under any circumstances – We don’t have SSR.
Customer buying an Extra Seat, shall not be entitled for any Extra Baggage
Allowance Crew to be informed about the seat no. blocked (as an extra
seat) and the Customer details It is advisable to avoid assigning first row &
seats as arm-rest cannot be uplifted. Only one boarding pass will be issued
to the customer
Personal comfort A Customer may request an extra seat for personal
comfort. This is not considered as a PRM, and no assistance shall be
provided.
Following seats are restricted for obese customers with extra seats.
Type of Aircraft XL Rows

ATR Rows 1 & 2
A320 Rows 1, 12 & 13
A321 Rows 1,18 & 28
06-05-2023 42
Customers Traveling with a Guide Dog
• Visually impaired customers travelling with their guide dogs should

make their reservation via the IndiGo call centre and provide us
notice that a guide dog will be travelling.
• The customer would be provided 1st Row – window seat and the
guide dog would be seated in front of the customer’s leg .
• The customer is required to bring a moisture absorbent mat, to be
placed under the guide dog.
• The dog should be muzzled and properly trained.
• Guide dog should be clean and odour free.
• Only one guide dog can be accepted per flight per sector.
• IndiGo shall not be able to allow Guide Dogs on ATR 72-600
aircrafts due safety reasons. PETC including Seeing Eye and hearing
aid dog is not allowed on all ATR 72- 600 flights.
06-05-2023 43
Expectant Mothers
Expectant mothers are allowed to travel with IndiGo under the following
conditions:
Type of Allowed Travel restrictions Additional documentation
pregnancy to travel
Single & Up to 36 Not allowed to Fit to Fly certificate from the
Uncomplicated weeks travel if treating obstetrician dated not
pregnancy has more than 7 days before the
advanced beyond date of travel is required only if
36 weeks. the pregnancy is between
33rd & 36th week.
Multiple & Up to 32 Not allowed to Fit to Fly certificate from the
Uncomplicated weeks travel if treating obstetrician dated not
(Multiple pregnancy has more than 3 days before the
means twins, advanced beyond date of travel is required only if
triplets Etc.) 32 weeks. the pregnancy is between
28th & 32nd week.
Complicated Up to 32 Not allowed to Fit to Fly certificate from the
weeks travel if treating obstetrician dated not
pregnancy has more than 3 days before the
advanced beyond date of travel is required only if
32 weeks. the pregnancy is between
28th & 32nd week.
In addition, medical clearance is
given by the company doctor
who will discuss the case on an
individual basis with the
customer’s doctor/or will check
all the medical documents of
the customer (pregnant lady) in
case treating obstetrician is not
contactable.
The ‘Fit to Fly’ certificate should include the following details:

• Weeks of pregnancy
• Expected date of delivery
• Complications if present
• Fitness of travel
The policy and process of carriage of expectant mothers in ATR 72-
600 would be same as A320 flights.
Note: Kindly consult company Doctor
06-05-2023 44
Customers Requiring a Stretcher
Reservation can only be processed from the call center at least 48hrs prior
(Domestic) & (International) for departure. Filled MEDIF Form to be sent to
MCC for approval, MCC would inform the call center within 24hrs about the
travel. The call center would confirm the reservation for the customer with a
fee for domestic & international sectors plus Cost of 09 seats to be paid by
the customer.
OCC, AOCS and ENG would be informed to block last 3 rows on port side for
the stretcher. Customer on a stretcher always needs to be escorted by an
able bodied family member/doctor. In International flights, the customers is
required to include their booking confirmation / PNR number on the email
when sharing details with the call centre team. AOCS would inform the
captain/crew and down line station.
IndiGo shall not book stretcher on ATR 72- 600 flights.
Jump Seat
These are vacant crew seats which can
only be given to staff leisure travel
customers after the approval of the
Airport Manager and the Captain if the
load of the flight is full.
Please note:
Checks for giving jump seat to a staff
travel customer are the same as EEA
seating restrictions.
Jump seats can only be offered on
A320 and A321 aircraft, It cannot be
offered on ATR aircraft.
06-05-2023 45
Acceptance on EEA
The following conditions must be met before a customer can be seated on
an Emergency Exit:
• Should not be less than 15 years of age.
• Should have the capacity and willingness to perform the applicable
functions without the assistance of others in case of an emergency.
• Should be able bodied, able to read and understand instructions in
English or Hindi related to emergency evacuation provided by the
operator in printed, handwritten or graphic form or the ability to
understand oral crew commands.
• Should not be a potential threat or obstruct evacuation of others on
board (customers must be profiled and shall be ascertained that he/she
is not under the influence of alcohol or other in toxic substance)
• Should be willing to operate emergency exit in case of an emergency.
Note: Check-in supervisor & Boarding gate in-charge should ensure that at
least one seat in each of the blocks of the emergency exit rows to be
occupied.
Customers with seating restrictions

The following Customer categories have seating restrictions and shall
therefore never be seated in the Emergency Exit Areas (EEA) or on vacant
crew seats:
• BLND, blind Customers (specify if accompanied by Seeing Eye dog)
• DEAF, deaf Customers (specify if accompanied by hearing aid dog)
• DEPU/DEPA, deportees with/without escort. DPNA, is Disabled
Passenger with an intellectual or developmental disability needing
assistance.
• Customer not understanding either Hindi or English language
• Infants & children below 15 years of age
• Customers requiring a stretcher
• Customer needing assistance to/from aircraft
• Customers requiring medical assistance
• Customers requiring an extension seat belt
• UMNR, unaccompanied minors
• Customers requiring wheelchair
• Expectant Mothers
• INAD, DEPU & DEPA
06-05-2023 46
Types of Boarding Pass
A boarding pass or boarding card is a document provided by an airline
during check-in, giving a customer permission to enter the restricted
area of an airport (also known as the airside portion of the airport) and
to board the airplane for a particular flight.
Counter Printed
Boarding cards are issued to customers at check-in counters after
verifying their Government approved Photo ID for domestic flight and
for international sectors after checking the passport and VISA.
Web Check-in
Customers can log-in on Indigo website www.goindigo.in and
check themselves in for all flights. The boarding pass will be
emailed to them on their registered email id and they also have
the option of printing the boarding card. Customers travelling on
international flight, will have to approach the check-in counter
and after the staff verifying the travel documents will issue then
the regular boarding card. Customers travelling on domestic flight
may directly proceed for boarding if they are travelling only with
hand bag. Should they wish to check-in any bag the staff can add
bags and stick the baggage stub on the same web check-in
boarding card.
06-05-2023 47
KIOSK Check-in
KIOSK check-in boarding card will be issued at airport. The customers can
approach the KIOSK check-in and print their boarding card. Should the
customer wish to add baggage the customer then can approach the check-
in counter and add the baggage.
IMP: Customers holding web and KIOSK boarding cards and proceeding for
boarding directly without approaching the check-in counter their
government approved photo id will be checked at boarding gate before
boarding. The boarding card then will be stamped after verifying the photo
id.
06-05-2023 48
Baggage Policies
• Baggage refers to articles, effects and other personal properties of
a customer which is necessary or appropriate for wear, use,
comfort or convenience in connection with the trip.
• Baggage can be classified as follows:
Cabin or Hand Baggage

• Hand carry or carryon baggage are also referred to as unchecked
baggage
• Each travelling Customer is permitted to carry one Hand Baggage
weighing a maximum of 7 Kgs, and not exceeding the following
dimensions:
• Length 55 cms. + Width 35 cms. + Height 25 cms. (total 115 cms)
• Customers accompanying infants are allowed an additional piece of
Hand Baggage as per the limitations on weight and size provided
above
• In addition to the one piece of Hand Baggage permitted to be
carried in accordance with the above, Customer shall be permitted
to carry one additional personal article such as ladies’ purse or a
small bag containing laptop not weighing more than 3 kgs
• In case the hand baggage is over-sized / over-weight, such hand
bags shall be loaded in the cargo hold as per current process.
Before transferring such bags to the cargo compartment, it must be
ensured that valuables, important documents, power banks,
laptops and all electronic items containing battery is removed by
the customer from the hand bag
• Shift Manager may use his/her discretion for any exceptions
required to be made
• It must be stored in the overhead cabin or under the seat.
• It’s under the care and responsibility of the customer.
• Must adhere to the LAGs (Liquid, Aerosols, and Gels) limitation.
• Floor walker to ensure that the customers are carrying one hand
bag and a laptop bag or a ladies purse within the permissible
weight and dimensions. In case a customer is carrying an oversized
bag or an extra hand bag, the floor walker will direct the customer
to the check-in counter and add it to the customer’s check-in
baggage. If the total weight of a customer’s check-in baggage
exceeds the allowance, we will charge an excess baggage fee.
06-05-2023 49
Baggage Policies
Some possible situations are as follows:
• If the customer is carrying a hand bag weighing 12 kgs but no check-in
baggage, politely advice the customer to check-in the luggage. Ask
him/her to take out the valuables and check-in the rest.
• In case a bag is detected at the SHA or the Ramp, we will put the
manual baggage tag, write the baggage weight, name of the customer,
seat number and get it loaded in the cargo compartment.
• Delivery At Aircraft Tag- Is to be used on any baggage like baby
prams/strollers, wheelchairs or over-sized bags which is taken at the
aircraft for placing it on hold.
• Please note: IndiGo assumes no liability of lost, forgotten or pilfered
carryon baggage. All the customers travelling on an international flight
are allowed to carry 3kgs extra apart from there hand baggage
allowance
Checked-In/ Registered Baggage

• Checked baggage is also known as registered baggage. This is baggage
which is weighed and carried in the baggage or cargo compartment of
the aircraft.
• IndiGo takes the responsibility of the baggage.
• Checked baggage is not accessible to a Customer during the flight.
• They are labelled with name of the customer, destination, flight details
and a unique Tag Number for identification.
• A portion of this baggage tag is attached to the customer’s boarding
card.
• The Purchase of a flight ticket entitles the customer to a certain limit
of baggage to be carried along with them for the journey. This is called
as “Free Baggage Allowance”.
• Condition for checked baggage acceptance:
• Baggage should be strong enough for normal handling.
• All checked baggage should be properly packed.
• Baggage should be name labelled inside and outside.
• The baggage should be properly locked or strapped to keep it from
opening as its contents could be lost.
• Old destination tags must be removed.
• The customer should only carry valuable items and important
documents as unchecked baggage.
• Each piece of checked baggage should not exceed 32kg.
06-05-2023 50
Baggage Pooling
• Two or more customers travelling to a common destination or stop
over, on the same flight & present their baggage together for
check-in at the same time. There are certain conditions which are
to be met:
• Customer should present their baggage together and check-in at
the same time.
• Pooling of baggage can be permitted only if customers travelling
together are Family members and are booked under the same PNR.
• Staff customers travelling on duty, annual leave are not entitled to
pool their baggage with commercial (fare paying) customers.
Security Regulations and Procedure
Weapons
As per Government of India regulations, a bonafide customer can
carry one licensed revolver or pistol or shotgun and fifty cartridges in
registered baggage after declaring them at check-in and meeting all
safety and security requirements.
Domestic Sector: At check-in counter, the staff to inform IndiGo

authorized security staff to handle all these cases. At a Check-in
counter the staff is not supposed to clear the baggage from the
baggage conveyor belt.
• A handling charge will be applicable per fire-arm and /or 50
cartridges will be levied per customer. Sport goods and other
weapons may only be transported as cargo or checked baggage, i.e.
transportation as unchecked baggage is forbidden.
• The weapon must always be escorted and must never be left
unattended. IndiGo security manual must always be referred while
handling firearms and other weapons.
Please note: There is no provision to carry weapons and ammunition
on ATR flights due to safety reasons.
International Sector: On our international sectors also the above

rules will apply. However, at international stations, such carriage will
also be subject to local laws and necessary permit.
06-05-2023 51
Weight Restrictions
• As per Safety rules, customers travelling to or from INDIA should
note that their checked baggage cannot exceed 32 kg per piece.
• This baggage weight limitation of 32kg is an issue relating to
Occupational Health Safety (OHS), and customers are required to
re-pack their baggage if the baggage weight exceeds the above
stipulated limitation per piece. Heavy machinery or spare parts
that exceed the indicated weight above would not be accepted as
check-in baggage.
• The weight restriction must not be confused with the customer’s
free baggage allowance. Irrespective of the customer’s baggage
allowance, the customer cannot carry more than 32kg in a single
piece of baggage.
Note: It is also mandatory to attach a Heavy Tag on any bag that
weighs more than 23 to 32 kgs and the actual weight must be
mentioned on the tag.
Lids, Aerosols, Gels (LAGs)

• Different airports have different security restrictions, which limit
the quantity of LAGs that each customer is allowed to carry.
• These restrictions only apply to cabin baggage. Customer can still
pack their LAGs in the check-in baggage if they wish to. All LAGs are
to be carried in a transport re-sealable plastic bag with maximum
capacity of 1 Liter.
Exceptions may be made for medications, baby milk/foods and
special diets. The contents of each container must not exceed
100ML.
06-05-2023 52
Baggage Tags and Labels
• All bags accepted as checked-in baggage require a tag or label to be
affixed on them at check-in. It is the responsibility of the check-in
agent to ensure that the baggage is tagged to the right destination.
Every item of baggage loaded into the aircraft hold must have one
baggage tag on each piece.
System Generated Tags

• System generated tags, also known as destination tags are
mandatory to ensure that the baggage is delivered to the
appropriate destination. These tags consist of information such as -
Destination, date, flight number, customer’s name and tag number.
• Tag printed with single destination will be called as online tag. This
tag will be used for Direct and transit flight. Tag printed with more
than one destination will be called as Interline Tag. This tag will be
used for transfers.
System
Generated Tag
Manual Baggage
Tag
06-05-2023 53
Limited Release Tag
• Definition of LRT: It limits the airline responsibility towards customers
baggage
• Use of LRT :
• If the bag contains any fragile articles
• If the bag is unsuitably packed (carton / Jute bag Etc.)
• If bag contains perishable commodities
• If the bag is damaged at the time of check-in
• Late check-in (if we check-in the customer after counter closer.
• Any other reason.
The process of LRT:
The staff seated at check-in counter will explain the customer about the
conditions of the bag. The staff then will print the baggage tag and obtain
the customers signature on the reverse of the check-in bag tag by selecting
the reason.
IMP: the LRT will be invalid without signature of the customer
• Please ensure that you follow this:
• Use system generated or pre-printed (manual) 6E tag for destination.
• Ensure that the baggage is labelled to the correct destination.
• Confirm the destination with the customer and number of bags by
encircling on the baggage claim tag.
• Ensure it is attached at the back of the boarding card.
3. We should always update the comments in GoNow,

so that, if the baggage tag goes missing, the arrival station
doesn’t raise a PIR
06-05-2023 54
Parts of the Baggage Tag
06-05-2023 55
The baggage requires this tag to ensure that the responsibility of
carriage is met by the airline.
A baggage identification receipt is also known as Baggage Claim

Tag is given to the customer as a receipt and to enable correct
identification of the baggage on arrival at the destination.
Proper Acceptance / Dispatching of bags.
• Baggage should be properly/ adequately packed.
• Baggage handle should be retracted.
• Baggage should be dispatched in a sleeping position.
• Baggage with loose straps must be dispatched in a baggage tray(
tub).
• Cylindrical items must be sent in baggage tray (tub).
• An odd size baggage dimension should be sent by odd size baggage
belt.
• Small soft bag should be dispatched in a baggage tray (tub).
Types of Baggage Tag Stickers
S.NO Picture Description

1 Weapon Tag: - Customers
carrying arms and ammunition:
When a customer is carrying
weapon/arms or ammunition
and has paid the charge , after
the security team does their
check, tag the particular check-in
baggage with the weapon tag.
2 Fast Forward Tag: - Bags to be

returned on priority when a
customer opts for the fast
forward service & has paid the
charge. Tag his check-in baggage
with this particular FF tag.
06-05-2023 56
3 International Connection Tag: - Put
this on the bag if the customer has
an international connecting flight:
When a customer is travelling on an
international connecting flight, tag
his check-in baggage with this
particular international transfer tag
from the domestic origin point, so
that his baggage is sent to the
arrival first at the connecting
station. This will enable him to pick
his baggage and proceed to the
check-in counter of an international
flight without any delay.
4 UMNR Pouch:- Given to the kids
booked as UMNR to keep all docs
safe and may hang it around their
neck for easy identification.
5 Long connection tag: - connecting

time more than 90mins: When a
customer is booked on a connecting
flight and your system shows an
SSR BLUE, tag the check-in baggage
with this particular long connection
tag.
6 Short connection tag:- connection
time less than 90 mins: When a
customer is booked on a connecting
flight and your system shows an
SSR REDC, tag the check-in baggage
with this particular short
connection tag.
06-05-2023 57
7 Customer baggage sticker: -
when a customer is carrying a
carton as check-in baggage,
stick this particular customer
baggage sticker on the carton
so that it does not get
exchanged with cargo.
8 LRT Sticker: - Limited release
Baggage sticker, this is used
by a floor walker/check-in
agent for a check-in baggage
which is identified as
damaged.
9 Wheel chair sticker: - Used on

the boarding pass of a
customer who has been given
a wheel chair service.
10 T sticker: -To be pasted on the

second boarding card of the
customer who is travelling on
a transit flight.
06-05-2023 58
11 No power bank sticker: -
Used on the check-in
baggage of a customer
after confirming there is
no power bank in his
check-in baggage and the
signature must be taken
on the sticker as well.
Please note: If the

baggage is screened
before the check-in we
don’t have to use this
Sticker.
12 DAA Tag: - Delivery at
aircraft tag: Used for the
assistive devices like
WCHC/Baby
prams/crutches/strollers
etc. when the customer
wants to carry the same
till the aircraft door
13 HAJJ/UMRAH tags: When

a customer is booked on
a connecting flight and
your system shows an
SSR HAJJ/UMRAH tag the
check-in baggage with
this particular long
connection tag.
06-05-2023 59
14 AOC Tag: AOC tag is to be
used for OHD bags at
station. (if any left behind
baggage with tag at
departure station and
arrival station)
Gate Bag Tag

The Gate retrieve baggage requires this tag to ensure that the
responsibility of carriage is met by the airline.
A baggage identification receipt is also known as Gate Bag Claim

Tag is given to the customer as a receipt and to enable correct
identification of the baggage on arrival at the destination.
Proper Acceptance / Dispatching of bags.
• Baggage should be properly/ adequately packed.
• No Power bank, Laptop, Ipad, Valuable item (Cash, Jewellery,
Important Documents)
• Ensure the tag is filled up with proper information and correctly
labelled in the baggage.
• Ensure if any connection baggage is offloaded, proper information
is mentioned on the tag and same information has been passed on
to Flight manager for it to be mentioned on LDM.
06-05-2023 60
Parts of the Gate Bag Tag
06-05-2023 61
Baggage Allowance and Charges
The free baggage allowance of customer is as per the sector or baggage
allowance mentioned on the electronic ticket. Baggage allowance may vary
depending on the destination, internal frequent flyer program or fare type
in which the booking is made.
This concept applies to all the customer who have made the booking under
IndiGo fare type except LITE fare. The baggage allowance in this concept is
on the restriction of the total weight of the baggage.
Country Baggage Allowance
Within INDIA 15kgs
For flights departing Please refer to GoNow check-in system
from India to the free baggage allowance will be
international mentioned in baggage section under
destinations check-in
Additional Baggage Allowance for Special Handling

In addition to the allowance, a customer with the disability who is entitled
to a certain additional baggage allowance, Free of Charge (FOC), is subject
to the following limitations
Baby strollers can also be checked in FOC or can be marked under
DAA (Delivery at Aircraft)
06-05-2023 62
Excess Baggage Charges and its Process
Baggage in excess of the free baggage allowance will be charged
according to the applicable excess baggage rate. Excess baggage is
calculated by taking the total checked in baggage weight less the
free baggage allowance.
Excess baggage rate if the customer is travelling within INDIA and

travelling international – are different.
Below are some scenarios:-

Scenario 1 – Mr. Chopra would like to check-in on flight 6E 171 DEL- BOM
(Regular fare) with the following baggage:
Check-in Baggage Weight

10kgs
15kgs
Calculations:
Total check-in baggage 25kgs
(-) Free baggage allowance 15kgs
…………………………………………………………………………….
Total Excess baggage 10kgs
+ ABHF charges
06-05-2023 63
Scenario 2 – Mr. Sen is travelling with his 15 months old baby. He
is travelling on 6E 53 MAA - BOM would like to check-in (Regular
fare) with the following baggage:
Baggage Weight
25 kgs
10 kgs
10 kgs
Calculations:
Total check-in baggage 45kgs (with stroller)
(No charge for stroller(DAA))
……………………………………………………………………………………………….
+ ABHF charges
06-05-2023 64
Other Special Baggage
Special baggage can be defined as baggage not packed in a general
suitcase or backpack, which can be accepted at the check-in
counter as checked baggage and can be transported on the same
aircraft. .
Special baggage can be divided into two categories
• Sporting equipment
• Musical instruments
Special baggage is not allowed in the free baggage allowance.
Sporting equipment can be divided into three more categories:
Please note: IndiGo doesn’t charge for musical instruments.

Any Oversized and Special Baggage like skiing equipment, golf bags, cricket
kits, bicycle, surf boards, snow board, water ski, scuba diving equipment,
kayak, harp, cello, etc.; falling outside the purview of the below
mentioned dimensions should not be accepted on the ATR aircrafts.
L152 cm x W58 cm x H101 cm
In case of onward connection on an ATR aircraft, staff at Origin
station to inform the COC to the customer
Sm Medium Large
all
Between 15 Kgs. -30
Up to 15 Kgs. or Between 30-45
Kgs. or the max
the max. length length between of Kgs. or over 2
1.41-2.0 meters.
of 1.4 meters meters in
length
Oversized baggage Charges: Different charges will be applicable

for domestic and international flights
06-05-2023 65
COC SIMPLIFIED - LCD/LED TV Charges
IndiGo will levy charges for domestic and international flights , for any
special baggage like sports/skiing equipment, golf bags, bicycle, surf
boards, LCD and LED TVs of size more than 39 inches, and all other
large and/or odd-sized items, including cartons, whose dimensions
(L+W+H) exceed 158 cms (62 inches), submitted as Checked Baggage.
This fee will be applied over and above any excess baggage charges
that might be applicable.
Scenario: Mr. Malhotra is travelling from CCU – BKK on 6E 71 and
would like to check-in the following:
Baggage Weight
Check – in Bag 25kgs
Golf Kit 10kgs
Calculations:
Total check-in baggage 35kgs
………………………………………………………………………………………………………….….
+ SPEQ (BLUK) charges
Please find below rules and regulations for regarding the SPEQ SSR (Pre
Book Sports Equipment). Airports to ensure to not to charge BULK charges
on those PNRs/Bookings which have this SSR attached as and when the
customer reports for check-in.
Booking Customer can purchase the sports equipment
Channel handling fee through IndiGo Website, Mobile app,
call center , group tool , web agent
Fare Pre-book option will be available for all the fare/product
Applicability class except lite fare
Booking Time Customer can book up to 6 hours prior to departure
Sector Domestic Sector
Aircraft Will be available for pre-booking on all the aircraft
Applicability except ATR
Quantity Max 3 piece per customer.
SSR Code SPEQ, BULK
06-05-2023 66
VIP/CIP/Frequent Travelers
Customer Recognition Program
Identification codes
a) VIP
b) CIP
c) SIP
d) FQT02
e) FQT01
FQT2 /
Examples VIP CIP SIP
FQT1
Heads of States
(Govt.)
Persons of high
Head of Sportswomen
official - Speakers of
Corporate / Sportsmen
Parliament, Cabinet
House with (e.g. National Frequent
Benefits ministers/
which IndiGo Cricket team) travelers.
Ambassadors, etc
has
association Celebrities
Other VIP/ CIP as
advised by selling
office/ at the
Company’s discretion
XL seating Yes Yes Yes Yes
5 kgs excess
Yes Yes Yes Yes
baggage Waiver
Hand baggage –
Yes Yes Yes Yes
10kgs
Complementary
F & B service if
Yes Yes Yes Yes
any issue raised
on board
IROP – Priority
Yes Yes Yes Yes
information
06-05-2023 67
Please Note: These are purely internal indicators, we should
never inform about these codes to customers. This is purely done
for service recovery, please do not offer these services
proactively. These benefits should only be given when customers
ask for the same. Be extra vigilant and spot these SSR’s.
VIP Customers:
• A VIP is a person who is accorded special privileges due to their
status or importance.
• Diplomats – Cabinet Ministers, Ambassadors, Governors, Members
of government.
• Business Personnel – Chairman or equivalent of other
airlines, Chairman, Directors and Senior Manager of
companies Publicity – Celebrities, Actors, Sports,
Sportsmen.
CIP Customers:
Customers whose business status of ability to influence travel

arrangements of others to the benefits of an airline and also those
customers who are of special importance to an Airline from the sales or
publicity point of view.
Meet and Assist:
Expedite Check in at the Departure Station and assist him with a helper.
Allocate Rows 1 or 13, if possible.
A staff member to escort the customer until the aircraft.
Communicate VIP details to the lead and the captain of the flight
before boarding.
Inform the arrival station of the details of the VIP.
At the arrival station, staff to greet the customer at the aircraft. Staff to
escort the customer until he exits the arrival hall.
06-05-2023 68
Corporate Houses
Please note: CPML / CPTR customers and corporate house customers
are not the same.
Check-in Counters
The process of official registration of the customer with the
airline is called as check-in
A Check-in counter is a place where customers are checked in
with their baggage to their respective destinations. There are
various types of check-in counters:
• All flights counters
• Baggage drop counters.
• Excess baggage & rescheduling counters.
• Fast forward counters
Some of the tasks performed at check-in counters are:
travel document check, seat assignment, and baggage
registration, printing boarding passes and baggage tags
and charging excess baggage if any.
06-05-2023 69
Objectives of a check-in agent
• Safety – Record correct weight of the check-in baggage
in system
• Service and courtesy – Smile greet welcome all
customers. Make eye contact. Address the customers by
their name
• On time performance – Complete the check-in process
before the established deadline.
• Protection of revenue – Charge excess baggage and
collect the required charges like N move re-
accommodation Etc.
Pre Check-In Activities

• Ensure proper grooming standards are met before starting
check-in for a flight.
• Check functionality of equipment Weighing scale, DCS systems,
Printers ( BP & BT), FIDS, Baggage belt. Report any defect to the
relevant authority.
• Check availability of stationary E.g. (Boarding Pass, Baggage Tags,
add on tags like heavy, Fast forward, etc).
• Obtain the Flight briefing from the Flight Controller.
• Open the Check-in counters as per the counter opening times for
domestic and international flights.
• Check if flight information display system (FIDS) is working and
display the correct counter details
• Ensure floor walker is present on the floors to guide the
customer.
• Ensure EDC machines are charged
• Check-in counters are clean and tidy
• Maintain positive temperament
06-05-2023 70
Check-in Transaction
Steps to be followed during the check-in transaction with the customer:
• Smile, Greet and Welcome the customer, request for the travel
documents and thereafter address the customer with his/her
last name
• Verify the ticket validity, perform the document checks and
confirm the seat request and destination
• Ask the customer the prescribed security questions related
to baggage eg. (Power banks, Dangerous goods mentioned
on the chart
• Accept the baggage after checking name tags, prohibited
and fragile items. Remove any old tags/labels from the bag
• Ensure that the hand baggage does not exceed the specific
allowance.
• Complete the check-in transaction using the departure control
system
• Print the baggage tags and boarding Pass. Label the bags with
required tags.
• In case of a connecting flight, please inform the customer
that their baggage has been tagged till the final
destination and provide them with the onward boarding
pass too.
• Brief the customer about the seat number, boarding gate
number, boarding time & baggage details on claim tags
number of checked baggage and the destination and direct
them towards the SHA.
• Release the bags in a sleeping position on the baggage belt
only after the customer has got his boarding pass and all the
things have been cross checked
• Wish them a pleasant flight and thank them for choosing
IndiGo. Check-in counter shall be closed 60 minutes prior to
schedule or estimated time of departure for domestic flights
and 75 minutes prior to scheduled or estimated time of
departure for international flights.
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The 6E Service Standards to be followed at check-in counters are:
• Always smile & greet the customer with their surname example-
Good Morning, Mr Chopra!
• Always maintain an eye contact with the customer.
• Always ensure you give the boarding pass to the customer with
both the hands.
• Attend to one customer at a time, avoid casual conversations with
your colleagues in front of the customers
• Ensure grooming standards are maintained
• End the conversation with 'Have a pleasant flight' or Thank you for
choosing IndiGo'.
Here are some Dos and Don’ts:

Dos Don’ts
Smile and greet the customer. Do not look into the system while talking
to the Customer
While taking the ticket and photo id, thank the Do not check-in the customer without
customer checking the photo id
Do cross check to ensure the name on the Do not enter the wrong weight of the
system and the ID match check-in baggage in the system
Do ask the customer for his seat preference Do not handover the boarding cards with
before check-in & no. of bags he is carrying. one hand or without circling & explaining
Then tag the correct bags in front of the the details
customers. Do look up and maintain eye
contact while informing
Ensure you circle the details in the boarding Do not release the check-in baggage
pass & explain it (boarding time/gate no/seat without tagging before the customer leaves
no/no of bags), the counter
while giving the boarding card thank & wish
the customer for choosing IndiGo
Manual Check-In
When the systems go down, we must follow the manual check-in
procedure. Kindly ensure to use separate stationery for the manual
process. Staff has to write down the details on the boarding cards,
bag tags, manifest etc.
Advance Information & Check-in Not Started:
Manifest for all the flights should be printed at least 2 hours before the
flight departure and keep it at the check-in and the reservation counter.
All staff including security and loaders to be briefed about manual
operations. Manual boarding cards and manual baggage tags to be
used at counters.
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Manual Boarding Pass
• Seats to be assigned with the help of the manual seat chart.

• Suggestion: Seat chart can be divided into zones by the counter
supervisor and seats can be assigned by the check-in staff in the
designated zone only to avoid duplication.
• Separate counters to be allocated for each flight. Counter
supervisor should maintain the records for each and every flight in
detail including the infant boarding pass count.
• Excess baggage & charge of exit rows to be taken manually. Details
to be entered in the register for records after handing over the slip
to the customers.
• Baggage weight to be recorded on the manifest for the load & trim
staff.
• A staff member should be dedicated for maintaining the manifest
for all flights and remarks (if any) should be mentioned against the
name. Total count along with the manifest is to be handed over to
the counter supervisor, once the counters are closed.
• At the boarding gate, the customer count should be tallied with the
counter supervisors.
• BMA and boarding gate staff should be vigilant as they play a crucial
role in identifying the customers/baggage in the event of gate no-
show.
• Manual reconciliation should be done at ladder point by the ramp
staff.
• Manual manifest to be sent on-board.
• Flight to be released once the headcount is tallied.
• Once the systems are available, all customers to be checked-in with
the help of stubs and ticket printouts. Entries to be updated in the
system regarding EBT & exit row as per the available slips and
details entered in the register.
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No Advance Information & Check-in is in progress:
• Manual boarding cards to be used with sequence numbers starting

from 300 for the first sector and 400 for the onward sector.
• All staff including security and loaders to be briefed about manual
operations.
• In case of no information about seating given to the customers,
then free seating to be advised to the customers. Baggage weight to
be recorded on the manifest for the load & trim staff.
• Excess baggage & charge of exit rows to be taken manually. Details
to be entered in the register for records after handing over the slip
to the customers.
• To avoid confusion on-board, information about free seating should
be given to the lead crew as well as the ramp staff so that
accordingly the emergency exit seats can be allocated to able
bodied customers.
• Once the counters are closed, total count of manual boarding
passes issued to be advised to the boarding gate staff as well as the
ramp staff.
• At the boarding gate, a separate count should be maintained for
manual check-in and DCS check- in.
• BMA and boarding gate staff should be vigilant as they play a crucial
role in identifying customers’ baggage in the event of gate no-show.
• Manual reconciliation to be done at the ladder point by the ramp
staff, who in turn is required to reconfirm to the boarding gate
staff that the count of customers with manual and system
generated boarding passes tallies. Only after tallying the head count
with the stub count, flight to be released and down line station
should be informed regarding the free seating.
• Once the systems are available all the customers should be checked
in with the help of stubs and manifest. Entries to be made in the
PNR regarding EBT and exit row.
• Below is the proposed sample of the manual manifest that can be
used at the check-in counters and we can have multiple copies of
the same for the other related departments.
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Through Check-in
Through check in process scenarios according to Airports (terminals) –
• Integrated terminal – i.e. domestic and International flights for IndiGo are operating from the same terminal.
Examples – BLR, CCU, HYD
Connection type Boarding pass Baggage Tag Remarks
Domestic to Final destination Final destination Customer would just be

Domestic required to clear security.
Docs check to be done at
Domestic to Final destination Final destination transit station post which
International Customer gets his Intl leg’s
boarding pass
Customer would need to
International to Final destination Final destination clear immigration, collect
Domestic his baggage & proceed to
the IndiGo check in
counters.
Customer to remain in
International to Final Destination Final destination
International transit area of the Airport.
•Non - Integrated terminal – i.e. Domestic and International flights for IndiGo are operating from different terminals.
Examples – DEL, BOM.
Connection type Boarding pass Baggage Tag Remarks
Customer would require to go to
Domestic to Domestic Final destination Final destination other Terminal by their own
Docs check to be done at transit
Domestic to Final destination Final destination station post which Customer gets his
International
International leg’s boarding pass
Customer would need to clear
International to Final destination Final destination immigration, collect his baggage &
Domestic
proceed to IndiGo check in counters.
International to Customer to remain in transit area of
International Final Destination Final Destination the Airport.
International through Check-in

Objective: To enhance customer experience with seamless through
check-in of customers and baggage travelling from domestic to
international destination.
Check-in & Documentation check

Indian Airport to Foreign Airport (Gateway point Indian Airport)
This process is applicable for all customers originating from an Indian
airport, transferring via Indian airport and arriving at a foreign airport
on an IndiGo flight or on a Codeshare flight.
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Airports shall be required follow below process:
At the origin station
The Check-in agent must,
• Verify if the customer is booked on a legitimate connecting fare (not
forceful connection)
• Perform a thorough visa and documentation check. For any
additional details please refer www.timaticweb2.com which can be
accessed through station laptop or smart phone
• Check-in the customer till final foreign destination, i.e. provide
boarding pass up to final foreign destination post a thorough
documentation check
• Check-in the bag till the final foreign destination
• Depending upon the available connecting time, affix the long/short
connection tag appropriately
• Check-in agent must also advise the customer that if his or her
baggage is required for further inspection at the transit/connecting
station by any regulatory authorities the customer must be willing
to do so and the same would be facilitated by IndiGo staff
Note:
In case of customer’s inadmissibility in foreign country due to
documentation error, the origin airport shall be held accountable for
any such error.
At the Transfer / Connecting Airport:

• Customer shall not be required to present himself/herself at check-
in counters of the transfer / connecting airport
• IndiGo staff must provide a list of transfer / connecting customers
to CISF, Customs & Immigrations and to any other regulatory
authorities in advance or as per local prescribed regulations.
• IndiGo staff must facilitate & cooperate with local authorities in
cases where they have prior information from such authorities
about identifying these customers and baggage
• At boarding gate, staff must ensure documentation check as per
requirement of final foreign destination
Note: There is no change in the through check-in process for customers
travelling from a Foreign Airport to another Foreign Airport or from a
Foreign Airport to an Indian Airport.
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Baggage Transfer:
Detailed roles & responsibilities of airside personnel to facilitate baggage transfer are tabled below:
S. Responsibility Accountable personnel

No
1 Transfer baggage bag shall be screened at the origin airport. This is a mandatory AOCS (Security)
requirement. Airport Operator Security
At airports which have a standalone x-ray machine facility, screening of check-in baggage
will be undertaken by IndiGo’s security staff
Security of the screened baggage shall be maintained by Security staff for any unauthorized
interference from time baggage is screened, received in the baggage make up area for
reconciliation and loaded on the aircraft.
At airports where inline baggage screening facilities are available, screening of
check-in baggage will be undertaken by the airport operator.
2 Post screening, transfer baggage will flow into BMA area, where Security staff shall identify AOCS (Security)
and segregate all such Transfer baggage.
Baggage reconciliation should be carried out manually or by Baggage scanner, as
applicable at the airport. The total number of baggage checked-in at the counters for each
flight should be matched with total number of baggage received in the baggage make up
area for reconciliation and loading.
In manual reconciliation process, baggage received from the check-in area shall be
matched with one part of the baggage tag which contains customer name, seat number,
boarding number and routing.
c. In both, manual and automated reconciliation system the procedures utilized shall
keep track of number of baggage received against each customer.
In order to ensure proper baggage reconciliation total number of baggage received in
makeup area and loaded into the aircraft must be matched with the total number of
baggage accepted at the check-in counters for each flight.
In automated reconciliation process by Baggage scanner, staff shall ensure baggage
checked-in on the flight being accepted by the baggage scanner makes a positive match
to the customer name, seat number, boarding number and
routing.
3 Load the transfer baggage in a separate lockable trolley, secure it by closing the AOCS (Security)
door, locking / sealing it.
4 Ensure that the baggage are released on respective flights in secured lockable AOCS (Security)
trolley(s), under escort to the aircraft bay in time bound of ATA +5 minutes time.
Domestic to International:
Customer is travelling from DEL-BLR-SIN on a legitimate connecting fare
(not forceful connection, multi city booking or multi airline booking)
• Check-in agent at DEL must check-in the customer and bags till SIN.
• Customer must be informed that he or she is not required to collect
the bag at BLR however he or she needs to reconfirm the boarding
gate at BLR and proceed for security and immigration check.
International to Domestic:
Customer is travelling from SIN-BLR-DEL on a legitimate connecting fare
(not forceful connection, multi city booking or multi airline booking).
• Check-in agent at SIN must check-in the customer & bag both till
DEL
• Customer must be informed that he or she is required to collect the
bag at BLR, clear customs and then handover the bags at IndiGo
Transfer
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Desk before proceeding to domestic check-in area. 79
International to International:
This process is applicable for all customers originating from a foreign
airport, transferring via Indian airport and scheduled to arrive at a
foreign airport.
• Customer is travelling from DXB-DEL-KTM on a legitimate

connecting fare (not forceful connection, multi city booking or multi
airline booking)
• Check-in agent at DXB must check-in the customer & bag both till
KTM
• Customer must be informed that he or she is required to enter the
Transit Area at DEL airport on basis of DEL- KTM boarding pass.
Customer is not required to collect the bag at DEL.
• Such customers will be termed as Direct Transit (DT) customers.
• DT customers can stay in transit area for less than 24Hrs.
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Journey of a DT Customer
Direct transit customer: DT
Passengers who have a stopover of under 24 hours anywhere between
the starting point and final destination of their journey and then board
a connecting flight with the same or a different airline are referred to as
direct transit passengers . These passengers will remain in transit area
at the terminal and will not be allowed to enter.
DEL
6E 111 BKK-DEL (STA 08:00) 6E 222 DEL-DXB (STD17:00)
Important: DT customer should be through checked-in till final

destination i.e. boarding card to be issued and baggage to be tagged
till final destination.
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Operational Requirements
IndiGo’s Order of Priority is as follows:
Safety and Security:
Prime responsibility of every airline is to provide safe and secure

departure, that’s the reason safety and security is the first and
foremost priority of IndiGo.
Health and Safety:
Safety is the state in which the risk of harm to people or

property damage is reduced to, and maintained at or below an
acceptable level through a continuing process of hazard
identification and risk management.
• IndiGo safety policy.

• Safety management system and safety risk management.
• Safety deficiencies, Hazards, consequences and risks.
• The difference between a hazard and a risk.
• How to find hazard and risk and ways to resolve them?
Our commitment is to:

Support the safe practices inculcated by all the employees at
every point and also foster effective reporting,
communication, investigation and resolution.
Establish and operate Hazard identification and risk
management process to ensure that no action would be taken
against any employee who discloses a safety concern through a
hazard reporting system and also effective training which
provides adequate and appropriate safety information.
Punctuality: IndiGo’s second priority is to provide on time
departure and on time turnaround without compromising safety
and security of our customers. As our Three pillars Are-
• On Time
• Courteous and Hassle Free
• Low Fares
With our underlining, unrelenting focus on safety and cleanliness.
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Any Other Service:
We believe in delighting our customers through “Customer first”
and making the journey hassle free for our customers. We know
that positive actions have a long lasting impact on our customers.
We have Kiosks check-in, Web check-in, fast forward counters, and
PRM assistance counter etc. for our customers to make their
journey hassle free and comfortable.
Documentation Check
Travel Documents:
All the Customers must present a valid ID proof for domestic

travel and a valid passport and visa documents for international
travel at the time of check-in. It is the customer's responsibility to
ensure the appropriate travel documents are available i.e. shall be
responsible for complying with all laws, regulation orders,
demands and travel requirements of the countries to be flown
from, into or through which he/she transits.
Please note : As per the government of Andaman & Nicobar

Islands, citizens of Afghanistan, China, Pakistan, Foreign
nationals of Pakistani origin, foreign diplomats, members of the
United Nations, international organizations holding
diplomatic/official passport and the visa holders of journalists,
research and conference shall not be issued a special permit
(RAP) without the prior approval of Ministry of Home Affairs (
MHA).
Rules:
• If a Customer is checked in from a kiosk or a web check in

facility, we need to check his ID at the check in- counter or
at the boarding gate.
• A Customer needs to be physically present with a valid
passport, visa and the ticket of the same name on the date of
travel.
• Failure to produce a valid proof will result in denied boarding.
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Documentation Protection and Security:
• Staff must always ensure to keep the company related documents within
the vicinity of the office. It is against the company policy to disclose any
information to a third party about its customers.
• All the data, example Manuals is to be accessed from my 6eworld and is
stored in a PDF format. Only 6E staff can access the document. Sharing of
any data is against Code of conduct. Post completion of the program the
staff should be given ID’s which they are not supposed to share with any
one as they are password protected. The staff has to follow IndiGo IT data
protection policy.
Overbooking
When seats are sold more than the capacity of the aircraft it is called as over
booking. Overbooking is done to utilize the complete seating capacity of a flight.
Below is an end-to-end process for overbooking that needs to be followed at the
Airport.
Overbooking may result into denied boarding situation.
• Denied boarding (DNB): Customers traveling on a flight holds a confirmed
ticket, their booking is reflecting on the flight (check-in system), has reported
before the counter closer time. Has not violated any law of the land / airline.
However if the airline is not able to accommodate this customer on the flight
due to over booking this customer will be termed as DNB.
• DNB is further classified into 2 categories Voluntary DNB and Involuntary DNB.
1. Briefing pointers by Asst. Managers / Managers

✓ Check-in, Floor walkers and KIOSK team members about the overbooked
flight & list of flights to be shared.
✓ There will be a situation where there will be no seats left for
assignment in DCS. This should be considered as an alert to identify
last reported customers
2. Checks to be done before soliciting of Volunteers

✓ Check for SLT customers checked in on the flight. For SLT Customers, inform
BMA to hold their baggage.
✓ SOD customers must never be approached to volunteer for subsequent
flights.
✓ For pilots and crew dead heading, speak to them first and take required
approval
Check for inbound connecting customers and status of their incoming flights. We
might adjust OB customers in case the connecting customer are to miss their
flight
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3. Profiling
Whom to approach Whom not to approach
Customers traveling alone Special Assistance Customers
Students UMNRs / Expecting Mothers / Old age Customers
Backpackers Families with Infant / Children
Young travelers VIP, CIP, SIP, FQT2 and FQT1
Holiday makers MEDA
4. Process –
For Customers -
✓ Volantio – A software procured by IndiGo Volantio will send SMS to all
customers at D-150 Mins to solicit volunteers. The SMS content will
contain options of the next 3 available flights for the customer to
choose from and the subsequent compensation that will be offered to
the customer.
✓ This offer will continue to be available till D-40Mins.
✓ Once the customer has responded to the SMS received with flight on
which he wishes to travel, Volantio will add a SSR by the name of VOLY.
The SMS response content accepted by the customer will be pasted in
the reservation comments section of the PNR.
For IndiGo team members performing Check –in -

✓ Once volunteer reports at the check-in counter and check-in agent identifies
the volunteer upon retrieval of the PNRs by seeing the SSR code VOLY
✓ The check-in agent to advise the volunteer to proceed towards the supervisor
counter.
✓ Once the volunteer reports at the supervisor counter, the supervisor to explain
the T&C to the volunteer.
✓ In case on an overbooked flight if no customer has responded to the SMS sent
by Volantio, Supervisor to inform the agents to request customers to become
a volunteer
✓ Check-in agent to request the customer to respond to the SMS received and
solicit volunteer
✓ The supervisor to check-in the volunteer and put a tag on the bag with a
‘check before you load’ tag (for easy identification in BMA).
✓ IndiGo would be offering a voucher for all Customers who solicit to become VOLY
with below benefits:
1. Can be utilized for future bookings.
2. Voucher validity will be 3 months.
Can be utilized for booking prepaid meals, excess baggage, seat assignments etc.
06-05-2023 85
Voluntary
The benefit for voluntary denied boarding shall be a complementary
voucher of Rs. 6000/- per customer
Involuntary
Involuntary denied boarding shall be in line with CAR Section 3 Series
M Part IV, which is also incorporated specifically in the Conditions of
Carriage.
• For clarity, if the boarding is denied to customers against their will,
the airline shall not be liable for any compensation in case
alternate flight is arranged that is scheduled to depart within one
hour of the original schedule departure time of the initial
reservation
In case we are unable to arrange for an alternate flight (including

through exercise of OAL options) then shall we will compensate the
involuntarily de-boarded customers as per the following provisions
An amount equal to 200% of booked An amount equal to 400% of In case customer does not opt for
one- way basic fare plus airline fuel booked one-way basic fare plus alternate flight, refund of full value
charge, subject to maximum of INR airline fuel charge, subject to of ticket and compensation equal to
10,000, in case airline arranges maximum of INR 20,000, in case 400% of booked one-way basic fare
alternate flight that is scheduled to airline arranges alternate flight plus airline fuel charge, subject to
depart within the 24 hours of the that is scheduled to depart more maximum of INR 20,000.
booked scheduled departure than 24 hours of the booked
scheduled departure.
Self-Offload
If the Customer wants to discontinue his/her journey on-board at the
origin/transit station then the amount of the ticket would be forfeited
and self-offload fees would be applicable in certain cases: Note: these
charges are not applicable in IROP.
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Situation Self-offload
When a customer or his fellow customer is seriously unwell at the NA
origin or transit station, the captain and the lead crew to be
informed and the available doctor at the station will be called on-
board to examine the customer.
When a customer travelling at the point of origin has checked- NA
in for the flight along with his registered baggage or at the
point of transit has been informed by his/her sources of
sudden demise in his/her immediate family.
When a customer is checked in without registered baggage and NA
has not yet boarded the aircraft.
If Customer is travelling on an NA
international sector
Under any other circumstances Rs.5000/-
All cases of self-offloading will be at the discretion and sole judgment of the
captain or any other official designated by the captain.
• In case of self-offloading staff must always ensure:
• Customer must deplane from the aircraft with all his/her belongings.
• Anti-sabotage check and hand bag identification to be performed in the
aircraft.
• Offload checked in bags, if any hand over the same in the arrival hall.
Always make sure to collect the boarding card in original, copy of photo ID and
customer’s duly signed statement towards reason for offloading, for the station
record purpose before he/she leaves the airport.
Refusal of Carriage
Refusal of carriage is a very serious issue and executing it without a strong
reason can lead to legal issues. Hence it, should always be done only after
speaking to your immediate superiors or managers. IndiGo will refuse to carry a
customer who:
• Refuses to go through security check and baggage.
• Refuses to follow safety rules and instructions laid down by the company.
• Has consumed alcohol or drugs and is out of control or not in his senses.
• Appears or is offensive to other customers.
• Refused on medical grounds or contagious disease e.g. Yellow fever, chicken
pox, etc.
• Travelling on a fraud /stolen ticket, ticket issued to another customer or on
an invalid travel document.
• Refused by the captain for any other reason.
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Unruly/Disruptive Customer
IndiGo will not tolerate unruly / disruptive customers and will follow
the ICAO guidelines on offences and certain other acts committed on-
board. These Customers are divided into Three levels:-
Level I - Unruly Behaviour (physical gestures, verbal harassment, unruly
inebriation etc.)
S. No. Customer Action Staff Response
1 Indulges in verbal assault, displays unruly

inebriation, makes unacceptable physical
gestures.
The ground personnel or supervisor shall take the customer
aside and try to defuse the situation. The customer should be
asked to comply with the rules. If the customer continues to
2 The customer is aggressive and fails to show due maintain a disruptive behavior, see category 2 set out below.
consideration to other customers and/or staff
3 He/she disregards the rules or objects to them.
Level 2 - Physically abusive behavior (pushing, kicking, hitting

grabbing or inappropriate touching or sexual harassment etc.)
S. No. Customer Action Staff Response
The customer repeatedly refuses to comply The customer should be taken aside, preferably by a
1. with the rules. supervisor, and be informed that his or her behaviour is not as
per acceptable norms.
Customer gets aggressive and physically violent, and The customer must be informed of the requirements
2. it is very difficult to reason with him/her. concerning air travel. If the customer accepts the requirements,
and boards the aircraft, the ground staff will brief the lead crew
and PIC of the occurrence on ground involving such customer.
3 Indulges in inappropriate touching or sexual Should the customer's behaviour or condition be such that
harassment. continued boarding may jeopardize the safety of the
customers and that of the aircraft, the supervisor may deny
the customer boarding, in accordance with the relevant
provisions of the Conditions of Carriage (“COC”).
Level 3 Life threatening behaviour (Damage to aircraft, physical

violence, murderous assault or breach of flight crew
compartment.
S No. Customer Action Staff Response
1 Displays a conduct or indulges in severe physical assault, is perceived Deny the customer boarding in
to be dangerous to the fellow customers, to the crew and/or to the accordance with the relevant provisions
aircraft itself. of the COC.
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Second Level of Patience should be demonstrated by 6E staff
when-
• The Customer is shouting/abusing you
• When the Customer is repeating one thing again and again
• When Customer is pointing your mistakes
The 6E Way
• When customer is screaming or saying something, patiently
listen
• Do not interrupt, let them complete
• Keep pleasant facial expressions- be careful not to frown or
raise eyebrows
• Calm body language- no shrugging of shoulders
• Control the pitch and tone of the voice
• It is ok, if customer is asking something repeatedly, do not get
irritated- Patiently answer them
• If you are not able to manage the Customer, call for help
Inadmissible Customers: (INAD)

Inadmissible (INAD) customers means a customer who is refused
admission to a state by Immigration authorities of that state, or
who is refused onward carriage by a state authority at a point of
transfer, e.g. due to lack of a visa, expired passport, forge travel
documents etc.
Such INAD customer will be transported back to his/her country
of origin on the next available flight. It will be the responsivity of
inbound carrier to transport the INAD customer back to his / her
country of origin.
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Categorization of INAD:
There are three general categories of INAD Customers
• Improperly documented Customers
• Fraudulently documented or undocumented Customers
• Other Admission refusals – states often refuse admission to
persons who are in possession of all documents and who appear
to the operating carrier to meet all other conditions for entry.
Reasons for such refusal may include, for example, lack of funds,
information contained in a State's border control database, and/or
other pertinent factors.
Inadmissible customer facilitation
1. At the airport where customer is declared inadmissible,

Immigrations shall notify IndiGo regarding any inadmissible customer
in writing as soon as possible.
2. IndiGo shall take the responsibility of facilitating the departure of

the INAD customer to any country (where he may have commenced
his journey, or, another country of the customer’s choice where he
would be admissible) check Timatic, consult Immigrations and seek
customer consent.
3. It shall be IndiGo’s responsibility to ensure this customer leaves

from the country where he is INAD on the first available flight either
on IndiGo or OAL in absence of an IndiGo flight.
4. The customer should be advised of the cost of his onward travel to

pay for the same. However, in case the customer does not have the
financial ability, IndiGo will incur the cost for his onward travel.
5. While the customer is in transit, appropriate meals and

refreshments to be provided.
6. In case of inadmissibility due to travel agency error or negligence,

Airports are required to send details of such customers to
[email protected] and [email protected] on
monthly basis for them to recover the cost from travel agent.
7. Arrival and departure stations must coordinate and attempt to recover
the cost of the travel from the customer, however, at no point should the
customer travel documents be withheld for recovery of the cost. It is illegal
to withhold Passports / CDC’s or any government issued travel documents.
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Deportee
A deportee is a customer who has entered the country either
legally or illegally and who at some time later is ordered by the
authorities to be withdrawn from the country.
For Example:
• A person who has entered a country legally and overstayed.

• A person who has entered a country with legal documents and
overstayed.
• A person who is arrested for immigration offence or a criminal
offence.
These immigration offenders have served punishment for the
offence that they have committed in the state and are to be
repatriated to their country of origin.
These deportees are further classified in to 2 categories
• DEPU is used for deportee
Unescorted
• DEPA is used for deportee
Escorted Handling
Procedure:
• The documents (passport/boarding pass/ticket/any other
form) must always be handed over to a lead in an
envelope.
• Crew (cabin/cockpit) must always be briefed about the special
category customers on board.
• While handing these customers, advise the details (seat no/name
etc.) to the lead and identify them to the crew.
• The PNR in Go Now is to be updated as per following:
Inadmissible/Refusal – INAD.
• Deportee Unescorted – DEPU Deportee Escorted/Prisoners – DEPA.
• Onward station to be advised with complete details.
• All documents pertaining to these customers to be filed at the
(DEP/ARR) station.
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Floor Walking
Floor walking is the most important allocation. A floorwalker is
the brand ambassador of IndiGo. A floorwalker needs to create
an IndiGo bubble of customer service at every 6E touch point
like:
• Entry point & baggage screening

• Kiosk, Check-in &SHA
• Boarding gate and arrival hall
The 6E Service Standards to be followed by a Floor Walker are:
• Greet, Smile and Welcome the Customer using their last name
(Eg. Good Morning Mr.Chopra, Welcome to IndiGo)
• Step forward and Pro-actively approach customers and initiate a
Conversation. Do not wait for customers to reach out to you.
• Use Courteous words like May I, Please, kindly, thanks etc.
(Thank You Mr. Chopra).
• Positive body language – Upright, Inclined forward toward a
customer and distribute the weight on both their feet equally.
Use both their hands for transactions.
• Calm & Composed (Don’t look hassled and as if we are in a hurry )
• Don’t abruptly say no – look for options/alternatives.
• Use open palm gestures to guide
• Thank the customer after the transaction
(Eg. Thank You for choosing IndiGo
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Dos and Don’ts for Floorwalkers
Do’s Don’ts
Queue Management: Floor walker must ensure that Floorwalker should never leave his or her
all Customers are allocated equally among all the allocation i.e the defined area of work.
open check-in counters
Directing Customers: One of the main roles of a Don’t direct the No show customers to the
floorwalker is to represent the airline for manager. They should always be directed
customers, who may be traveling for the first towards Counter controllers.
time. We must direct Customers to the correct
queue on the basis of the type of check-in or
flight.
Checking Photo Ids: This is another method of Staff should not stand facing the counters and point
reducing the wait time for Customers. The floor out with their finger.
walker can carry ID verification while the
Customers are standing in the queue so that their
check-in time at the counters may be reduced.
Assisting Customers: In case we spot any In case a wheelchair is not available, the staff
Customers who may require assistance like should not leave the customer unaccompanied.
expectant mothers, Should escort him/her to the nearby seat available
until the wheel chair is provided.
UMNRs, wheelchair users, etc., we must ensure
they receive proper assistance.
Floorwalkers will continue to observe the Staff should not let go of any oversized hand bag
condition of the bag and place an “LRT Sticker” and use bag sizer to check for a right fit. Staff must
on the damaged ones as a message to the Check- not misguide customers and always provide correct
in Agent for further action. The floor walker shall information with the help of colleagues, if required.
also observe the size and weight of the hand
bags in a more focused manner.
Should the floor walker notice expectant
mothers, Ladies travelling alone with INF or Sr.
citizens. Such customers should be given priority
for check-in without disturbing the other
customers standing in queue.
If counter supervisor or staff makes a paging
announcement for closer of the flight. Customers
travelling on such flights waiting in queue for
check-in should be taken ahead from the queue
by informing other customers and guided to
check-in counter.
Floor Walking Process
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Since this is a very vital role in the daily operations especially at the
check-in counters, only the staff who is customer centric, proactive &
tenured must be allocated on the floors.
Below are the roles & responsibilities of Floor Walkers near check-in
area. Depending upon the layout and size of the airport, this number
shall vary.
FW – Shall be positioned near the main entry Gate facing the gate.
• Welcome the customers with a smile and greet them.
• If a customer is flying with IndiGo, guide him/her to a KIOSK (Always
use open palm gesture while guiding them or showing directions).
• Look out for customers who need special assistance.
FW – Shall be positioned near the KIOSK machines
• Be available for assistance. However, DO NOT TOUCH THE KIOSK
SCREEN.
• The best way to assist the customer is to educate them to do it
themselves.
• Please ensure, not to touch the screen of the KIOSK while assisting
the customer.
• Ask the customer and ensure power bank is not carried inside the
checked-in bag. Paste the power bank stickers on the bag.
• Once the customers have printed the boarding pass, guide them
towards the baggage drop counter.
• In case the customer’s flight is within 60 mins or is restricted from
doing KIOSK check-in due to our business rules, guide them to full
service check-in counters.
• Be mobile and perform hand baggage control.
FW – Shall be positioned near the entry of the queue (assuming there
are two entries for bag drop).
• Check if the customer already has a boarding pass. If not guide him
politely to the KIOSK.
• In case the customer’s flight is within 60 mins or is restricted from
doing KIOSK check-in due to our business rules, guide them to full
service check-in counters.
• Ensure the queues are well balanced.
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FW - Shall be positioned near the exit of the queue that leads to check-
in / bag drop counters.
• Guide the customers towards vacant counters.
• Ensure at least two customers are waiting, one behind the other at
check-in / bag drop counters.
• Ensure the GHA staff affixes plastic seals and removes old tags from
the bags. (Refer roles & responsibilities of GHA).
• Ensure the passage is clear of trollies & check-in / bag drop counters
have correct display.
Kiosk Check-in
A kiosk is a self-check-in device that looks like an ATM machine.
Customers are free to use these devices to avoid queues especially
if they are only carrying hand baggage. They just need to enter the
PNR details, select a seat and collect their boarding pass. In case
they have check-in luggage, they can proceed to the baggage drop
counters. At the kiosk machines, check-in closes 1 hour prior to
departure. It is the duty of the kiosk floor walker to step forward
and encourage IndiGo customers to use the kiosk for check-in.
The 6E Service Standards to be followed by a Floor Walker at the kiosk
are:
• Smile, Greet and be well groomed.
• Direct customers to different counters according to their respective
flights.
• You must always distribute hand baggage tags to customers when
they are standing in the queue.
• A floor walker can also reduce the wait time for the
customers by conducting their photo ID check, while the
customers are standing in the queue for check-in.
• Carry a print of the flight format (routing sheet).
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Dos and Don’ts
Dos Don’t’s
Staff must guide the customer on how to use the Don’t divert customer towards check-in counter for seat
machine. change request. This can be done by a kiosk machine.
Staff must check the id proof and put the “ID Verified Staff is not supposed to operate the device and issue
stamp” and inform them, the same would be checked at the boarding cards. It is a self-check-in, so please only assist the
boarding gate. customer.
Customers who are unable to check-in at a Kiosk must Customers should not be diverted to the counters in
be diverted to the counter. case they are travelling with just a handbag.
Please ask the airport authorities to display, if the Staff must not divert a customer to the kiosk if the
machine is not operational. departure is within 1hr.
The customers who have their check-in baggage can also be Bookings under standby & WATCH queue cannot be checked in
checked in through a kiosk machine and later they through a kiosk. Please be extra vigilant to
can be guided towards the baggage drop counter. spot the SSR.
Baggage Makeup Area (BMA)

All the baggage that has been checked is transported to an area with
the help of conveyer belts. It is in this area the bags are collected,
sorted depending on the flight number, destination and reconciled
this area is called as Baggage Makeup Area. This area is located at the
Airside of the terminal. Makeup means making or marking the bags as
per the flight number in their respective units or trolleys.
Staff working at BMA should be very careful and vigilant at all times
as mishandled baggage will result into customer inconvenience,
additional cost and damage to the reputation of the company.
Staff allocated in BMA will mainly be responsible for:
• Baggage Reconciliation (Computerized) – With the help of
baggage tag scanning device the bags are scanned and tallied
later are loaded in the baggage trolley
• Baggage Reconciliation (Manual) – The baggage once reaching
BMA to be reconciled by removing the bingo stub & to be pasted
in the baggage reconciling sheets.
• Baggage Identification- The customers will called in baggage
area(after completing the CISF security process) with their
boarding cards and baggage claim stub. Staff will tally the number
of bags, tag number on the bag tag and claim stub
Tasks done in BMA are as follows:
• Identifying and sorting the bags as per their flight number
• Assigning of baggage trolley and reconciling the bags
• Loading of special bags FF, Fragile & odd sized bag in separate trollies
• Passing on the baggage trolley number and ULD manifest to ramp or
hold staff
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BMA Activities for Gate No Show
• Staff performing baggage reconciliation in BMA must enter
the trolley number in BRS before scanning the bags. This will
help the BMA staff to swiftly communicate the trolley number
of gate no show bags to the Flight Manager.
• Staff in BMA must close the trolley in the scanner as soon as
the trolley gets full and/or another trolley is being used.
• Trolley/ULD manifest must be sent to ramp along with every
departure baggage trolley
• Staff in BMA must create new trolley in the scanner before loading
the baggage in the new trolley.
• Staff responsible to monitor loading must receive the
trolley/ULD manifest without fail. He/she must mention the
loading position on trolley/ULD manifest.
On Arrival flight:
Dos Don’t’s
FF Bags to be offloaded on priority on the belt. All Do not throw/allow helpers to throw bags on the belt.
bags must be offloaded with utmost care. After
offloading FF bags Gate Tage bags to be offloaded
on the belt.
Oversized bags to be sent separately with a helper. Do not allow the helpers to sit on a bag.
All the handles of the bags should be facing the
Do not allow helpers to take anything from the bags
customers
Check all baggage trolleys before releasing them Do not release or allow helpers to release the baggage
from trolleys without checking for leftover bags
BBA for any bags left behind
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Boarding Gate
Boarding gate is the place at an airport through which the
customers board their designated aircraft. There is usually a
waiting area around it. Boarding gates can be of two types:
1. Aerobridge Gate
2. Bussing Gate
Boarding gate opens D-40 mins for Domestic Flights and closes
D-25. For international flights, it opens D-60 mins and closes D-
25.
Some activities performed at the Boarding Gate are:
• Reconciling the customers against the checked-in load
• Printing the manifest, flight close and SSR Report
• Making announcements for pre-boarding, names and final call
• Gate no-show procedure.
• Coordinating with baggage staff for any baggage related issued like
identifying the baggage.
Depending on the mode of check-in, different
documents/boarding cards maybe presented at the gate by the
customer.
Domestic boarding gate International Boarding gate
1. Kiosk Checked in 1. Issued from the IndiGo Check in
2. Web Checked in Counters as Immigration
3. Issued from the IndiGo Check in Counters authorities will allow only those
boarding cards which are issued by
4. Issued by Qatar airways and Turkish
Indigo check-in counters.
airlines
Customers who hold KIOSK and Web All customer need to display their
boarding cads will have to display their passports at the time of boarding.
government approved photo ID at the time
of boarding if these boarding cards are not
stamped with Photo id check stamp
All boarding cards must be stamped with 1. All boarding cards must be
CISF security stamp stamped with CISF security
stamp and immigrations if they
have checked-in at same station.
2. For DT customers only CISF
stamp to be checked.
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Pre Boarding Activities
• For every flight, the boarding gate staff must be available at the
designated gates, 10 minutes prior to boarding time as printed on
the boarding pass. CISF staff shall be arranged well in advance.
• Stationery items such as markers, A4 sheets, DAA and Gate
Tags, Manual Baggage Tags etc. shall be kept ready to update
the flight status, change in gate or any other relevant
information.
• Teams shall carry flight routing chart with relevant details
such as A/C Regn , Flight No, Sector, STD/ ETD, also
Incoming flight number , sector, STA/ ETA, Bay no, Gate no.,
the wheelchair report tallied with the system.
• The staff shall check functionality of all devices including
desktop, keyboards, scanners, manifest printer, manual
display boards, PA system for announcements and any other
device used as required at the respective airports.
• Q Manager shall be aligned as per station layout
(Straight/serpentine queue). FIDS for the flight must be
displayed as soon as boarding is about to commence.
• In case of change in gates, airports to update FIDS and make clear
announcements.
• Silent airports must use SMS application to notify gate changes
timely.
• Team members shall greet and smile and resolve queries at
all customer touch points while approaching towards the
boarding gate. In case the boarding is not likely to commence
at the time printed on boarding pass, staff must use white
board to update the estimated boarding time, along with
reason of delay.
• In the absence of white boards, A4 size printed sheets must
be used and existing Q manager mounts to be used to display
this information. The responsible team member shall also
keep manual reconciliation sheets and A4 sheets for
exigencies.
• One staff member shall ensure coaches are aligned at the gate and
its display shows the correct flight number.
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It shall be the responsibility of the gate personnel as well as the
ramp coordinator to ensure that the above is fulfilled during the
boarding process.
Remember: Each transaction shall be carried out with utmost courtesy
and politeness.
Gate Manager Announcements
It is the responsibility of a certified Gate Manager to make

announcements at the Boarding gate
Types of Announcements
• Pre Boarding
• Boarding
• Delay
• Cancellation
• India by IndiGo
• Hand Baggage Retrieval
• Quick Board
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The announcements shall be made in the following languages in the
below sequence:
✓ Hindi.
✓ English.
✓ If necessary, in the local language spoken at the boarding station.
In the interest of time and punctuality, announcements should

be made at regular intervals, requesting the customers to
proceed to the boarding gate and to keep their boarding cards
handy for reconciliation. Proactive verbal calls shall also be made
to suit the requirements.
• Start the boarding according to locally set deadlines.

• Always ensure that the boarding sequence is followed.
• Make sure that the customer is boarding the correct flight.
• Sequential boarding to be followed as per the company guidelines.
• Customer stub of the boarding card shall always be handed over to
the customer.
• If the system shows a customer has boarded, request the
customer to wait; call the supervisor to handle the
situation and continue boarding
• In case you are the only person at the gates, coordinate with the
ramp staff before releasing the customer
• If the aircraft is parked at a remote location and the
customers are transported to the aircraft by a bus, before
release, the staff managing the coach must ensure that:
• The coach driver is informed of the correct flight number and the
correct bay number
• The driver is informed not to allow the customers to enter
the ramp before there is a “clear” signal from the Flight
Manager or L1 is given
• Close the flight according to local deadlines.
• It’s important to maintain communication with all relevant
staff. Communication typically includes information sharing
using a hand-held device (Walkie-Talkie) and handover of
documents
• There are possibilities that there are discrepancies during
the process. All endeavours must be made to ensure such
issues shall be settled before departure in a timely manner
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Priority Boarding
The following categories of customers are boarded in the
aircraft before other customers and before the regular
boarding announcements:
• Customers travelling with young children and infants
• Unaccompanied Minors
• Wheelchair customers
• Elderly Customers
• Expectant mothers
• Armed forces personnel in uniform
• Customers who need special assistance such as customers with
disabilities or sensory impairment
• Medical cases
• Customers who have opted for Quick Board - Priority boarding
(PRBG)
Sequential Boarding:
At the aerobridge, row-wise boarding must be ensured. In order
to do that three queues must be formed with three different
signage:
A320 (180/186) A321 (222) ATR

Zone 1 - Row 21 to 30/31 Zone 1 - Row 27 to 37/39 Zone 1 - Row 01 to 06
Zone 2 - Row 11 t0 20 Zone 2 - Row 15 to 25 Zone 2 - Row 07 t0 14
Zone 3 - Row 01 to 10 Zone 3 - Row 01 to 14 Zone 3 - Row 15 to 19
Aerobridge can used ATR aircraft can never be aligned to an aerobridge.

for boarding all A320 However to maintain the ground stability the
& A321 type of A/C sequential boarding must be followed
• The sequence of boarding shall be done in the same order

mentioned above
• Make boarding announcements. Refer to announcements
• Customers who need special assistance shall be allowed to board
first.
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At bussing gate, row wise boarding must be ensured. In order to do that
three queues must be formed with three different signage:
First → Rows 11 – 20
Second → Rows 01 – 10
Third → Rows 21 – 30
• Make boarding announcements. Refer to announcements
• Customers who need special assistance shall be allowed to board
first
• Always ensure that you hand over the Coach Slip to the coach driver
so that the coach can be dispatched to the respective flight and Bay
Boarding responses:
Boarding response on GoNow Action to be taken by staff
Green light on scanner and in
Allow the customer to board
GoNow boarding response
Allow the customer to board however check
for the following
Green light on scanner and 1. Customer travelling with INF
Yellow response in GoNow 2. MAAS customer
boarding 3. Customer with SSR (WCHR / DFNS/ UMNR)
4. Customer seated on Emergency exit row.
Check for eligibility criterion.
Do not allow the customer to board. Ask the
customer to wait aside. Following might be
Red light on scanner and Red the reasons for the warning.
response in GoNow boarding 1. Duplicate Boarding card
2. Wrong flight or date
3. Might have scanned INF boarding card
The 6E Service Standards to be followed at the boarding gate are:

• Smile, Greet and Welcome Customer using last
• Step Forward and Pro-actively approach customers
• Initiate conversation
• Use Courteous words like May I, Please, kindly, thanks etc.
• Positive body language – Upright, Inclined forward towards
customer and distribute weight on both the feet equally
• Use both hands for transactions
• Calm & Composed ( Don’t look hassled and as if we are in a hurry)
• Don’t abruptly say no – look for options/alternates
• Use open palm gestures to guide
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Dos and Don’ts
Dos Don’ts
Always ensure to display the FIDS Do not start the boarding without
and also ensure the Placard is ready senior or supervisor’s approval
with a marker
Customers with special needs and Staff should not release the customer
children or infants to be given from the boarding gate if scanner
priority boarding gives “RED Light or Blue Light”
Announcements to be done for Do not check the photo id of the
the missing customers paper boarding of the customer if the
continuously. baggage claim tag is pasted.
Staff must know about the process Do not use “DAA Tags” for the bags,
to be followed when the light turns baby strollers, wheelchairs etc. which
“RED /GREEN” while boarding are checked in at the last minute at
the boarding gate
Staff must be careful while Staff must not allow any helper or
scanning the boarding card and colleague staff member to leave
also must enter the seq. number WCHR/C, BLND, UMNR or pax
manually if with
scanner fails to read special needs unattended at the
boarding gate.
Ensure that the display on the Do not allow the customers to board
coaches are correct and after scanning the boarding card
announcements to be done without cross checking in the system
before releasing the coach. Coach
dispatch slip to be handed over to
the driver
Staff must check flt number, name, Do not board the customer without
date and sector before releasing checking the flight no & Sector
customer
Staff must scan the boarding card Do not forget to print the Seat
then look at the system if the assignment report along with Flight
system is showing double “++” close Report and send it to the flight
sign before releasing customer in the last coach
Staff must ensure to share the Do not forget to pass the details of
details of the gate no- show gate no show customers to the ramp
customers with the ramp staff eg. and L&T staff
Name, Seq no. & Bag tag no.
Staff must handover Seat Do not forget to do the
assignment report along with Flight announcements in case of any delays
close Report to Cabin Crew on the flight
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Boarding Standby Customers
Incase standby customers are at the gates, provide seats to them
post the flight is closed from check-in. In case the seats are not
available, inform them that they would be seated on the jump
seat (if applicable). Ensure adherence to jump seat seating criteria
as per the CHM. Inform the Flight Manager to offload the bags of
standby customers if they are not travelling on the flight.
Tags at Boarding Gate

DAA - “Delivery at Aircraft (DAA) Baggage”
These tags should only be used for wheelchairs and baby strollers or
assistive devices or any other bag which contains personal medication
and customer requests it to be delivered as soon as flight lands at the
destination. Staff using the DAA tags, should note down the customer
and baggage details carefully, and assure customers that the same shall
be delivered at the Tarmac near L1 or at the aerobridge itself.
Gate tags for Hand bags offloaded at boarding gate.
In case if the customer is caring oversized hand bag / due to space
constrain in cabin / if the flight is full we might have to offload hand
bags of the customer.
In our endeavour to reduce Customer dissatisfaction and encourage
hand baggage interception at boarding gates, the below to be followed
with immediate effect
• Ask the customer to remove valuables like cash, jewellery, any other
important documents like Passport or business documents or any
fragile articles like Liquor bottles Etc.
• If the customer has the facility to lock the hand bag ask them to do
so.
• Affix Gate Tage tag on the hand baggage mentioning all relevant
Customer details (flight No. / Destination / Date / seat No. Etc.)
• Subsequent claim tag to be given to the customer
• Inform the customer that his/her baggage would be received first in
the arrival hall after the Fast forward bags.
• Bag to be loaded in Compartment 1.1 along with Fast Forward bags
for offloading first at arrival station
• Information of such bags to be advised to CLC for them to mention
in the SI column of the trim.
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Gate No Show
When a customer check-in for the flight and if he/she doesn’t repot for
boarding before the gates are closed will be offloaded from the flight with
their bags if any. Such customers will be termed as gate no-show.
If customer(s) is not located 20 Minutes prior to the departure, the
boarding gate shall start the gate no show drill, as below:
• Boarding gate shall inform the ramp Flight Manager the missing
sequence & details of the checked-in baggage (as per baggage
tag number only) as soon as possible.
• If the Customer is not found on-board, his/her checked in baggage shall be
removed / offloaded from the aircraft.
• Boarding gate supervisor shall ensure that the Gate No-Show
Customer shall be un-checked from the system along with his/her
checked in baggage.
• The Load Officer shall be informed to make LMC for the customer &
baggage before the submission of the load & trim sheet to the PIC and
the cabin crew is also informed about the changes in the customer
manifest. (In case the manifest is not handed over, the Flight Manager
shall make the changes to the manifest)
• Baggage of the customer, who does not board the flight shall be
handed over to the concerned customer by the security staff on
duty.
Activity Responsibility
Inform Flight Manager about missing customer sequence Boarding Gate Staff
and bag tag nos.
Basis the missing sequence, check on board if the Flight Manager
customer is present or not. Simultaneously pass on the
bag tag nos. to the staff at holds.
Immediately check the trolley / ULD manifest, zero down Staff at Holds
to compartment no. where the bag has been loaded and
immediately initiate the offloading process
Inform helpers to quickly locate the bag from said Staff at Holds
compartment no.
If customer not found on board, start performing LMC Load & Trim Staff
immediately without waiting for bags to be offloaded.
Once the bags are offloaded, submit the revised load & Flight Manager
trim sheet to captain along with Aircraft Release
Certificate
Close cargo doors immediately Staff at Holds
Note: In an event of Gate No Show it shall be ensured that the “no

customer no baggage” rule is strictly implemented.
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Gate No Show Customer:-
Once a Gate No Show Customer reports at Gate, staff needs to
ensure:-
• Need to calm the customer & inform politely that we will not
be able to accept you on the flight.
• Staff need to update the PNR & mention the reporting time of
the customer.
• Need to inform the customer the next available flight details
• Inform customer the Re-accommodation Policy :- Option to be
on Standby for the next available flight: Charges: Rs. 2500/-
(Pax can be accepted D -75 depending the flight load) or
Option to get a Confirmed seat on the flight of his / her
choice: Charge Fee : Rs 3500 + fare difference + Nmove Fee
• Boarding gate staff to inform that the Re-accommodation will
be done at the check-in Counter / Reservation Counter
(Depending on stations where check-in counter does not have
the Re-accommodation Counter).
• Staff to escort the customer out of the SHA (Security Hold
Area). Staff to make an entry in the CISF’s log book. The CISF
cancels the boarding pass with a cancelled stamp.
• Staff to inform the customer that his/her bag will be sent to
the check-in counter by a security staff.
• Counter staff need to inform the Re-accommodation process
& then do the changes on the customer’s PNR.
• Counter staff will issue a new boarding pass for the next flight.
• Customer with baggage is offloaded by the Hold staff & sent
to the counter / BMA (Depending on stations) & retagging of
the bag is done by the counter staff of the BMA staff (as a
fresh tag will be sent to replace the old one.
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Metro Station Non Metro Station
Step 1: Note the time when the Step 1: Note the time when the customer
customer reported at the boarding gate reported at the boarding gate
Step 2: Calm the customer. Step 2: Calm the customer
Step 3: Ask for the boarding pass. Step 3: Ask for the boarding pass.
Step 4: Add a Manifest Comment of the Step 4: Add a Manifest Comment of the
reporting time reporting time
Step 5: Use Bury the NO tool & inform Step 5: Use Bury the NO tool & inform
customer the Re-accommodation Policy customer the Re-accommodation Policy :-
Option 1 - to be on Standby for the next Option 1 - to be on Standby for the next
available flight: Charges: Rs. 2500/- (Pax available flight: Charges: Rs. 2500/- (Pax can
can be accepted D -75 depending the be accepted D -75 depending the flight load)
flight load) (subject to availability). (seats are subject to availability).
Option 2 - to get a Confirmed seat on Option 2 - to get a Confirmed seat on the
the flight of his / her choice: Charges : flight of his / her choice: Charges : (change
(change fee) + fare difference + Nmove fee) + fare difference + Nmove Fee. (seats are
fee. (seats are subject to availability). subject to availability).
Step 6: Escort the customer to the Step 6: Escort the customer to the Security
Security Hold Area Hold Area
Step 7: Make an entry in the CISF Step 7: Make an entry in the CISF register
register Step 8: Ensure the BP has a cancelled stamp
Step 8: Ensure the BP has a xxld stamp Step 9: Escort the customer to the
Step 9: Escort the customer to the re- reservation counter. Boarding gate staff to
accommodation counter. Boarding gate inform that the Re-accommodation will be
staff to inform that the done at the Reservation Counter.
Reaccommodation will be done at the Step10: Counter Staff to reiterate the Re-
check-in Counter accommodation policy :-
Step10: Counter Staff to reiterate the Option 1 - To be on Standby for the next
Reaccommodation policy :- available flight: Charges: Rs. 2500/- (Pax can
Option 1 - To be on Standby for the next be accepted D -75 depending on the flight
available flight: Charges: Rs. 2500/- (Pax load) (seats are subject to availability).
can be accepted D -75 depending on the Option 2 - To get a Confirmed seat on the
flight load) (seats are subject to flight of his / her choice: Charges : (change
availability). fee) + fare difference + Nmove Fee (seats are
Option 2 - To get a Confirmed seat on subject to availability).
the flight of his / her choice: Charges : Step11: Customer along with his/her
(change fee) + fare difference + Nmove baggage is offloaded by the Hold staff & sent
Fee (seats are subject to availability). to the counter. The counter staff will print a
Step11: Customer along with his/her fresh tag & retagging will be done.
baggage is offloaded by the Hold staff & Step12: New BP to be issued & inform the
sent to BMA & retagging of the bag is customer to proceed to the Boarding gate.
done by the BMA staff (as a fresh tag
will be sent to replace the old one)
Step12: New BP to be issued & inform
the customer to proceed to the
Boarding gate.
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International
Customer does not reach the boarding gate - International(India)
Step 1: Note the time when the customer reported at the boarding gate
Step 2: Calm the customer.
Step 3: Ask for the boarding pass.
Step 4: Add a Manifest Comment of the reporting time
Step 5: Use Bury the NO tool & inform the customer about the Re-
accommodation Policy:-
Option 1 - To be on Standby for the next available flight: Charges: Rs. 4000/-
(Pax can be accepted D - 75 depending on the flight load) (seats are subject to
availability).
Option 2 - To get a Confirmed seat on the flight of his / her choice: Charges :
(change fee) + fare difference + Nmove Fee (seats are subject to availability).
Step 6: Escort the customer to the Security Hold Area
Step 7: Make an entry in the CISF register
Step 8: Ensure the BP has a cancelled stamp. After the BP is cancelled, same
is to be cancelled by immigration, customs and CISF commandant to retrieve
the bag from BMA.
Step 9: Escort the customer to the re-accommodation counter or Reservation
Counter. Boarding gate staff to inform that the Re-accommodation will be
done at the check-in Counter / Reservation Counter (Depending on stations
where check-in counter does not have the Re-accommodation Counter).
Step10: Counter Staff to reiterate the Re-accommodation policy :-
Option 1 - To be on Standby for the next available flight: Charges: Rs. 4000/-
(Pax can be accepted D - 75 depending the flight load)
Option 2 - To get a Confirmed seat on the flight of his / her choice: Charges :
(change fee) + fare difference+ Nmove Fee
Step11: Customer along with his/her baggage is offloaded by the Hold staff &
Bags are brought up to the counters after taking clearance from immigration,
customs and the CISF commandant. The bag/s will be retagged by a counter
staff, verified by customs and later dispatched to the belt.
Step12: New BP to be issued & inform the customer to proceed to
Immigrations & the Boarding gate.
Very Rare Situation: Visa expiring on the date of travel and customer is a Gate
No show
In case the customer has an issue with his Visa, expiring on the date of travel.
Staff to call a manager and the customer would be supported in getting in
touch with the Embassy for visa extension
In case Visa cannot be extended and the customer cannot be sent on any other
airline or flight, the Manager to connect with the immigration officer and assist
the customer as directed by the immigration team.
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Boarding Completed
Communicate with the cabin crew when the boarding is completed.
Provide information about the boarded customers and hand over a seat
assignment and flight close report (2 copies each) printed to the cabin
crew
Please Note: Reports should be printed not earlier than 30 minutes
prior to the departure time. In case after printing this manifest, there
are gate no-show, it’s the Flight Manager responsibility to strike out the
names of gate no show customers from the flight close manifest only.
There is no need of making changes on seat assignment manifest.
Irregular Operations (IROP)

IROPS situation in aviation can be caused by various factors
which are within or outside the control of IndiGo. In IROPS
situation all efforts should be made to:
✓ Eliminate, avoid or reduce the effect of irregularity.

✓ Handle IROPS situation with a high degree of efficiency,
professionalism and courteousness.
✓ Bring the customer to his destination or as close to his
schedule as possible keeping in mind his comfort and
convenience.
IROPS Policy is based on a professional and friendly treatment

of the customer. In all IROPS situations, honest and relevant
information is to be provided. Depending upon the IROPS
situation, a customer reserves the right to rebook, refund or re-
rout his/her ticket.
Care i.e. Snacks/ refreshments, telephone/e-mail/fax facility etc. should
be provided automatically.
✓ Approval of the APM is necessary if delayed beyond 2 hours.
✓ In the event of rebooking, the best possible alternative should be
offered to the customer.
✓ We must try to exceed the customer’s expectations and give them a
feeling of trust.
✓ Customers should always be well informed about the IROPS
situation.
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Care Policy:
IndiGo will make arrangements for and absorb the customer’s expenses
for the following:
✓ Meals & Refreshments.
✓ Hotel accommodation if necessary (Only to be offered by the APM).
✓ Transportation to/from the hotel and the airport (Only to be offered
by the APM).
✓ Telephone call, e-mail or fax facility.
✓ Rebooking charges or difference of fare on 6E.
Note: As per the current policy, we honor free move / complete

refund incase a flight is delayed / preponed by 2 hours or
preponed by an hour.
Pro Active steps:

When an IROPS occurs, some proactive steps are required i.e.
✓ Keep the staff well informed.

✓ IROPS should be announced as soon as possible and should be
repeated after every 15 minutes.
✓ All internal and concerned stations to be informed.
✓ Decide on the service to be offered.
✓ Special attention is to be given to UMNR’s, WCHR, elderly
customers, customers with infants etc.
Information to the customer:

• Information to the customer about the reason and duration of
IROPS is a must.
• This should not be later than 15 minutes prior to the STD.
• After every 15 minutes the reason/duration shall continuously be
informed to the customer.
• Staff should always be available at all important allocations
i.e. check in, floor walking, reservations BMA SHA etc. with
the updated information.
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Flight Interruption:
• Customer should be informed about the duration of the delay.
• If the delay is beyond 1 hour, snacks should be served (after
approval of APM). All possible courtesies should be extended.
Note: In any event, for further clarification / instructions, please speak
with the Airport Manager/Duty Manager
Some Useful Tips during IROPS-

• Select a SPOC from the Group to communicate
• Keep communicating and informing about the status
• Divide the group - Cut down the possibility of big show
• Proactively provide options
• Show them that some effort is being taken- for e.g. Calling up a
Team or the Captains
• Stay Flexible
• Managing One person at a time
• If there are multiple queries, then ask for time and first finish
with the customer you are in conversation with and only
after finishing with him should we move to the next query.
• Appreciate the customer’s patience and thank him for waiting.
• Never try to answer both at the same time.
• Never handle queries out of turn as this can really aggravate the
customers
• Can be stressful managing multiple queries. Beat it by showing
patience.
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Arrivals
Allocation of flight arriving to its destination/lay over sector where
passengers collect their bags or move to transfer desk or security for
further connecting flight.
Dos Don’ts
Senior staff members to be allocated with the normal staff Staff to ensure that wheelchairs, baby prams, fragile items
or over size bags should not be kept on the belt
for delivery
Staff must ensure that enough number of wheelchairs, Never leave your allocation
stationery, helpers Etc. to be available in advance
Staff must inform the ramp staff about the belt number Do not commit customer or tell them anything about
the maximum compensation if the bag has been
damaged/lost
In case of MHB staff must proactively fill details on WTW Do not offer cash compensation at the arrivals. If so needs to
be done thru NEFT only.
Senior staff must brief the team before arrival of the aircraft Do not ignore the complaint raised by the customers even if
and also allocate them duties in case of any UMNR that is related to the airport infrastructure and
/MAAS/Wheelchair etc go extra mile to help them
Staff must interact with the customers on the floor and Do not use any equipment eg. Wheelchair, trollies etc
assist them which are not serviceable
Must display the names of the customers whose bags While on the floor staff must not talk to each other
have not arrived so that the formalities can be done quickly
and customer can leave without wasting time
Co-ordinate with the BBA if the delivery is getting delayed Don’t forget to inform the Flight Manager the arrival belt no for
and keep the customers informed about status the flights
of their bags
Involve senior staff if the bag has been damaged and Do not forget to monitor the RTs for any important
customer is seeking for the compensation messages from ramp or BBA to arrivals, as they may be
missed.
Always guide customers having connecting flight Don’s stand away from the concerned belts or in a place
through the right channel where the customers can’t see you when the arrivals is
happening
If you have to leave your allocation or call off your duty Do not get into any argument with the customers
then please handover the work with details
Pre Flight Arrival Activities

✓ Ensure the correct belt numbers are displayed in the arrival hall
✓ Arrival counter Staff must pass on the information of all the
SSR like no of WC, UMNR, special handling etc. so that they
can be deplaned last with 6E staff.
✓ Staff to monitor the timings of the first and last bag on the belt
✓ Baggage tags to be checked before customers depart from the
arrival hall
✓ Handles of the bags to be towards the outside as bags travel on the
conveyor belt
✓ Using suggested verbiage as customers depart the arrival hall
✓ Ensure that “Customer Feedback Forms” are readily available in the
arrival hall for customers.
✓ Ensure baggage trollies are available in arrival hall.
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Mishandled Baggage (PIR)
In case of a mishandled baggage, we raise a PIR. PIR is a legal

document, which is filled in a form to raise an official case of damaged,
missing, pilfered or left behind checked in bags. In simple words, a PIR
is filled when a customer claims that his registered baggage is missing
on arrival. This report should be filled in detail and clearly so the case
can be followed up by any staff on duty. Staff should write his name and
IGA Code on the report very clearly for seamless follow ups by the
following shifts.
PIR has following categories:
1. Delayed Bag (AHL – Advise If Hold) - non-arrival of customer’s check-

in/ registered baggage.
2. Damaged baggage (DPR) - damage to check-in/ registered baggage.
3. Pilfered baggage (DPR) - items missing from check-in/ registered
baggage.
4. On Hand Baggage (OHD) - bag found unclaimed on arrival.
Note: We do not raise any PIR for any loss or damage to customer’s
hand/carry-on baggage, as they are the sole responsibility of the
passenger and not the airline.
AHL – Advise if Hold
Show empathy/reassure and immediately check:
✓ Baggage claim tag on the boarding pass.
✓ Verify the name of the customer with name on the claim tag.
✓ Check on baggage belt for any left behind or exchange case.
✓ Check at BBA / BMA / Cargo section if by any chance the customers
bag has reached there
✓ Check with the ramp staff for any left behind baggage.
✓ For exchange cases, check with other airlines, in case the same
arrival belt is shared with them.
✓ Call the origin or Transit station to check is if the bag is still there
✓ Fill PIR as per baggage identification chart
(Affix baggage claim tag to report/mention the weight of the baggage)
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Tracing the Bag
✓ Check the baggage tracer on World Tracer Web (WTW)
✓ Call the originating station / transit station.
✓ Send an e-mail to all stations regarding any unclaimed bags at their
stations.
✓ Check with cargo as cartons sometimes are wrongly dispatched to
the cargo warehouse.
✓ Check with other airlines & airport authority’s lost and found
department.
✓ Update the customer regarding the status of the missing bag.
Compensation for AHL
Domestic:
6E liability -Rs.350/- per kg to the max. of Rs. 20,000/- Claim
settlement: only if the bag is untraced after 05 days
International:
Our liability- USD 20/- per kg. Claim settlement: only if the bag is
untraced after 14 days
DPR – Damage or Pilferage Report
Damage:
✓ Show empathy/reassure
✓ Check the baggage tag if it is LRT.
✓ If yes, check what type of damage was mentioned on LRT. If it is the
same damage, do not fill PIR. If it is a fresh damage then fill PIR report
✓ Highlight the area damaged
✓ Costs of the damaged bag / articles
✓ Weight of the damaged bag to be mentioned
✓ Click photographs of the damaged portion
Pilferage:
✓ Show empathy / reassure
✓ Please call Indigo security staff for observation
✓ Fill PIR report
✓ Enter the difference of weight of actual checked-in baggage & pilfered
baggage.
✓ Enter weight of delivered baggage
✓ Enter articles and costs of articles missing
✓ Click photographs of the pilfered portion & send it along with the
compensation approval format
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Compensation Policy for DPR
Station Compensation Amount Approving Authority
XXX <= 1000 Arrival Staff
< or = 3000 Respective APM or Dy APM
> 3000 < or = 5500 Respective Regional Director
> Rs 5500 Mr. Anil Kumar Pal
Replacement of Baggage
There are some brand new soft top and hard top bags available at all
stations which are meant for on the spot replacement for bags which are
totally damaged and are beyond repair however the cost of the
replacement bag in the DPR file in WTW
Baggage swapping:
When a customer approaches, you stating his baggage is missing on arrival
however a similar bag is on the arrival belt. His can be a case of baggage
swapping i.e. some other customer has picked up similar bag instead of his
own bag.
Follow the following points in case of baggage swapping.
• Check the claim stub of the customer claiming missing bag
• If the baggage belt is shared with another airline check with OAL about
the missing baggage.
• Check the details of the customer from OHD bag on the belt.
• Retrieve the contact details from GoNow. Call the customer and inform
him about the baggage swapping
• Ask the customer to return to airport drop the wrong bag and collect
his bag.
• Inform the supervisor about the baggage swapping and action taken by
you.
OHD – On Hand Baggage

On Hand (OHD) is created for left behind baggage in the Arrival
baggage reclaim hall. These baggage’s either are left behind by a
Customer or has been forwarded from a different port against the PIR
(AHL) which are then required to be delivered to the Customers.
Carry-on Items
IndiGo will not accept claims for lost, forgotten, pilfered or damaged
carry-on items.
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Arrival End-to-End process (specific to baggage
handling)
1. Process followed at Origin Station
Any left behind/untagged/unclaimed baggage noticed in BMA or at the

arrival belt, below actions to be taken:
• MHB Coordinator / Check-in Counter or BMA (depending upon
where the bag is found) , staff to create OHD, QOH File in World
Tracer with correct color, type, brand, along with the content details
and mention where the baggage was found in the free form section
of World tracer file.
• Bags reaching erroneously/over carried to other airports should
follow the same process as stated above by the arrival staff raising
OHD/QOH.
• Simultaneously, the departure airport shall trigger SMS using SMS
application and same shall reach the customer as soon as he lands
at the destination, Reference GRC 13/2016
• Stations to ensure provision of World Tracer & SMS portal access to
the BMA staff in order to ensure immediate creation of OHD/QOH/
FWD Files in World Tracer
• Staff shall update all such PNRs with necessary comments including
tag numbers of left behind bags and shall inform the destination
airports through various mediums of communication.
• Origin Station shall immediately provide feedback to staff member
who commits such an error and his/her personal file shall be
updated as per EPMM policy
• In case of an untagged or unclaimed bag, all efforts must be made
to find out the owner of the bag, by looking for matches in WTW,
pulling out the PNR and contacting the customer. If need be, the
bag must be opened under CCTV in presence of one security staff
member and one MHB staff member.
• Bag to be sent out on the next available flight, as a rush bag
followed by FOH/FWD files
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2. Pre Flight checks before the Arrivals
Fifteen minutes prior to ETA, Arrival Staff to ensure Podium is clean,
placed suitably in the arrival hall and visibility of IndiGo as counters get
instantly noticed by the customers.
All devices including Laptop , Laser printer , Walky-Talkies , LAN cable/
Data card , Shift Duty Cell are in working condition at all times and
desired stationery items in place:
1. Clip Board and stationery items
2. Flight movement sheet
3. Manual PIR copies
4. Baggage ID chart
5. Laminated copies of IndiGo, conditions of Carriage
6. Compensation form
7. NEFT form
8. Blank A4 Sheets
• Staff to check if Go Now / Sky Speed and World Tracer are in

working condition and kept logged in for swift action.
• In case of any connectivity issues, IT representatives should be
called to resolve such issues before the customers arrive in the
arrival hall.
• Staff should keep necessary information ready in case any prior
FOH/FWD message received from Origin station regarding left
behind bags
• Proactively coordinate with the Airport Operator to display the
correct belt numbers of all Incoming Flights
• Call up the station MHB coordination team to ensure if any relevant
message is received by them regarding any short shipped bags and
keep the customer details handy.
As soon as the flight lands, call the customer and request him to
contact the IndiGo representative in the arrival hall. Do not wait for the
customer to come, search and report the missing baggage.
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Missing Baggage Action1
When a customer reports missing or lost bag:
• Greet the customer as per time of the day, take baggage tag
number and baggage description such as : Colour, type and brand
• Share description with the staff at Ramp, BBA and BMA: Check the
incoming baggage trollies, break up area staff, around arrival belts,
aircraft holds including transit baggage(if sufficient ground time
available),
• Baggage make up area to check if baggage received along with long
connection baggage
• Check with Cargo and share the baggage description very clearly.
• Simultaneously initiate tag number tracing on WTW.
• If the baggage is located, handover the same to the customer and
apologize for the delay and inconvenience caused. However if the
baggage tracing is taking longer, do not make the customer wait,
instead get the PIR copy signed with an assurance that the baggage
shall be delivered as soon as it’s traced and received.
• If the baggage is not located:
• Staff shall check with MHB Coordinators if any relevant information
is received through various modes of communication
• Staff shall also check the PNR to see if any relevant comment has
been added
• Staff should also call up origin / transit / transfer station to check if
any bag has been left behind and confirm details of Rush tag/ Next
Flight bringing in the baggage. Keep the customer informed if any
information is received.
• In case no information is found and the bag is not located even at
the origin or not located on WTW:
• Staff must process the PIR formalities
• All efforts to be made to ensure the customer receives an Electronic
Copy of the AHL File created on World Tracer.
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• In situations such as connectivity issues where AHL cannot be
created on World Tracer immediately, only then manual PIR should
be filled. With the objective of strict compliance of World Tracer
usage, Airport Managers shall ensure Manual PIR copies stock is
kept under their control.
• All precautions to be taken to ensure each section is filled neatly
and with the correct details.
• Staff should write his name and IGA Code on the PIR and take
signatures from the customer.
• One copy of the PIR to be given to the customer with the assurance
of the first phone call as early as we receive any information or
within the first 4 hours even if information is negative.
• Contact number of the Station MHB Coordination Desk to be shared
with the customer.
As far as possible avoid Manual PIR, however in case of multiple
customers, manual PIRs can be made to reduce the waiting time.
Restoration of found baggage
If the missing or lost baggage is found, it must be returned to the
customer as quickly as possible. On no account must the customer be
asked to collect his baggage personally from the airport unless
Customer himself/herself proposes the same. MHB Coordination Team
should expedite closure of each AHL file in minimum possible time
In case the baggage is left behind at the origin due to Power Bank/
OOG/Level 4 reasons, the customer shall collect the bag himself from
the IndiGo office at the Airport.
Settlement of Missing/ Lost Baggage Cases
• If the baggage is not found for over a period of 5 days, same is
declared as lost.
• In this case, the compensation amount is calculated @Rs 350 per Kg
and the customer is informed about the same basis the actual
weight of the baggage mentioned in the PIR Report (Compensation
process as per circular IGA / AOCS, 010 / 2014.)
• In case the same is acceptable to the Customer, the MHB
Coordinator shall take the compensation approval on the MHB
Portal, once the approval is received then the staff shall enquire
about the bank account details from the Customer for NEFT
transaction ( Reference Circular number IGA / AOCS/ 012/2014 )
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• Airports shall fill up the NEFT request form in Annexure A / IGA/
AOCS/012/2014 and send it to Finance team via email to process
the NEFT transaction.
• Please ensure that all the details in the NEFT form are correct. Once
the amount gets credited, the same cannot be reversed. The
customer name and bank account holder name should be same.
• MHB Coordinator shall stay connected with the finance team and
with the customer until the required amount gets credited in the
Customer’s account and the file gets closed on World Tracer.
• In case of any delay in the amount transaction, the case should be
escalated to the Finance Department.
• However, in case the customer does not agree with the AHL
settlement, amount shared by MHB Coordinator:
• MHB Coordinator escalates the case to
[email protected]
• MHB Coordinator proactively follows up with the Customer
Relations Team until the case gets closed by them
Damaged Baggage
When a customer reports Damage of Property, following action should
be taken:
Action 1
• Check whether the baggage has been tagged with a limited release
tag
• Also if the customer is claiming for compensation for Minor
Damages such as scratches, nicks and bruises, broken handle,
broken rubber foot or wheel
• If so, politely decline any compensation and explain that the
customer has already signed “Limited Release Tag“ at the origin
• In case of minor damages, the staff shall apologize for the
inconvenience caused however shall politely decline any
compensation referring to “IndiGo Conditions of Carriage“ available
on the website and a laminated copy of the same also available in
the arrival folder
• In case the customer gets upset, staff shall call up the “Priority
Service Help Desk“ and explain the case.
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• Under no circumstances the staff should be viewed by the customer
as rude, indifferent, non-cooperative, aggressive or complacent.
• All efforts should be made to handle the situation politely,
courteously and calmly.
Action 2
• Staff must ensure that the Customer interaction happens at the
IndiGo podium/IndiGo Desk at arrival and process the DPR
formalities
• Preferably the customer should be given an Electronic Copy of the
DPR file created on World Tracer
• In case connectivity is an issue and DPR cannot be created on World
Tracer, manual DPR should be filled
• All precautions to be taken to ensure each section is filled neatly
and with the correct details
• In case Damage of Baggage can be ascertained as a major damage,
the compensation process as per the circular IGA/ AOCS, 010 / 2014
should be initiated right away. In case the compensation amount is
less than Rs 1000, the case should be closed immediately by the
arrival staff.
• Staff should write his name and the IGA Code on the PIR and take
signatures from the customer and the File should be labelled as
“CLOSED”.
Settlement of Damaged Baggage Cases

• However in case the DPR is not closed in arrival, the MHB
Coordinator shall call up the Customer within 4 hours and follow
the compensation process as per the circular IGA / AOCS, 010 /
2014.
• Customer shall be offered a replacement bag or a compensation
amount basis the MHB Coordinator’s follow ups / Customer’s
expectations.
• Once the cash compensation is agreed, the MHB staff shall seek
compensation approval on the MHB portal and once the approval is
received, the MHB Coordinator shall enquire about the bank
account details from the Customer for the NEFT transaction
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• Once the Bank account details are received, the same are
forwarded to the Finance team for necessary processing, exactly as
stated above in the Missing bags settlement process.
• MHB Coordinator shall stay connected with Finance and with the
customer until the required amount gets credited in Customer’s
account and the file gets closed on World Tracer.
• However if the replacement bag is demanded, the staff shall ensure
to deliver the replacement bag in coordination with the customer
as per his preferred address and convenience and the file gets
closed in World Tracer.
Pilferage:
• Customer informs the staff that there has been a pilferage in his/her
baggage.
• Staff shall Inform BBA, Ramp and security manager about the
missing item details. In case anything is found in the trolley or hold
or near the belt, the same is handed over to the customer and the
staff shall apologize.
• In case nothing is found, the staff requests the security manager to
visit the arrival hall.
• The baggage weight to be checked in the presence of the security
manager to find out the weight difference. Same to be checked with
the help of the portable baggage weighing scale.
• Create a PIR and inform the customer that we shall investigate and
get back to the customer within 24hrs. Security manager would get
all the helpers checked, CCTV footage observed and he/she shall
investigate the issue.
• MHB coordinator to write to the CR with the complete details and
full case history along with the PIR and the World Tracer File details
for them to take the case forward for closure.
Customer Relations would call the customer and close the case with
suitable compensation.
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IATA Baggage Identification Chart (BIC)
Post Flight Work

• Before going back from the shift, staff must ensure that there
should be another staff to take over the transaction in case
required (especially during IROPs or while assisting customers
with special needs.)
• Check “Payment receipt report” and handover the revenue
to the concerned team as per the local process before
leaving office.
• Report to the manager for the Debriefing before going back home.
• For international operation staff must file the documents
before leaving (LIR, Fuel list, Customer Manifest, Cargo
manifest, LDM ,Inspection certificate, Rush bag, ACM slip,
NOTOC,UMNR form, Fit to fly certificates, Allocation sheets.
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Skyspeed:
Reservation
Sky speed system is used for making reservation (bookings of

customer) and changes to the bookings.
The booking details of customer will be called as PNR – Passenger
name record. It will comprise of the following.
1. Name of the customer
2. Flight details (Sector / flight No. / STD / STA / Booking status
Etc.)
3. Any SSR – Special service required
4. Passport details in case of interatrial flight
5. Customer information (Contact number / email Id Etc.)
6. Form of payment (Cash / credit card – CC / CC number / CC
DOE / Approval code Etc)
7. Any comments pertaining to customer’s journey.
Maximum 9 customers and 7 sectors can be booked in 1 PNR. If more
than 9 customers are travelling they should contact the call centre.
Work environment (mode) to be used during training : Test (Since we
will be working in dummy more plese ensure we select testr4x mode.
Sign-in to be used during training
User ID : testgn1
Password: Password$123
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Function keys
F1: General reference. It contains all rules and regulations of Indigo reservations. It is also called as Skyspeed
help
F2: Scratch pad. Can be used for making notes during reservation. The notes cannot be saved.
F3: Availability. Following options are available on the function key.
• Availability request
• 3months calendar
• Sectors from and to
• Dates (single journey / return journey / Onward journey Etc.) The colors indicate the following
o Black box current date / Blue – One way or out bound / Purple – same day return / Red – Return or
inbound
• Currency conversion (Applicable only for international sectors) E.g. Customer wants to make a booking
from any domestic stations within India for sector DXB-BOM. The base currency will be AED and fare will
be displayed in AED. Therefore we will click on convert currency and select INR.
• Number and type of customers (Adult / Child)
Click on Next. The system will go to F4
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F4: Reserve flight. All flights will appear on the screen from 00:00 till
23:59 in order.
Provide all flight details to customer and ask customer which flight he /
she will prefer. Accordingly now click on desired flight.
Identification of flight: Based on the color coding the flight can be

identified as follows.
Green – Direct
Blue – Transit (Please check for ST column which will specify the flight
will be stopping over)
Yellow - transfer
Any flight with O Red circle the flight is full and cannot be booked.
Should you wish to see the details of the flight selected click on the +
sign before the aircraft picture.
Important: Just by clicking on the flight the flight will not be selected.
We need to press the space bar on the highlighted flight only the flight
will be selected for booking.
Please do not inform the customer the fare reflecting in front of the
selected flight as the fare will not include taxes. The fare which
reflects in the Amount due will be the correct fare to be charged and
we will inform the same to the customer.
Family fare is a discounter fare – No refund and no cancellation policy

will be applicable
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Click on Next the system will go to 2nd page of F4, Where we need to
reconfirm the flight selected.
Click on next it will take you to F5.
F5: Customer Details. It will have total 3pages

F5: 1st page we will provide the following information.
• Last name / first name / title
• Any SSR which needs to be added
• Passport details for international flight
• INFT details if customer is travelling with INFT
Click on save the system will take you to next page where we need to
confirm passenger details and click on next.
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F5:2nd page of F5 will open following details needs to be entered
• Mobile Number
• Email Id
• Click on Do not have GST information if the customer has no GST
details
Click on save the system will take you to 3rd page of F5

F5: 3rd page seat options. Hear should you wish to reserve a seat for
customer you can do so. Inform customer charges will be applicable.
Click on seat map and the seat map for the flight will open. If not then
click on skip
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By clicking on the desired seat of the customer you may select a
particular seat please explain the customer charges will be.
Seat selected will appear next to customer’s name.
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Click on next it will take you to Payments page F6.
F6: Payments
The amount due will reflect in Red
Important: Please check and reconfirm the currency you will be
charging to the customer at this point (Incase the journey is
originating from abroad)
Method of payment:
CA- Cash
CF – Credit file
CS- Credit shell
EA – American express Credit card
ED – debit card
EM – Master Credit card
EN – Maestro Credit card
EV – VISA Credit card
EI - UPI
Important: Split payments can be accepted (E.g. If the amount due is
INR 5000/- INR 2500 can be accepted in cash and balance INR 2500/-
can be accepted by credit card or debit card or credit shell)
If the payment is done through CC then following details will be
required to be entered in the payment option.
Card No. / Date of expiry of card / Manual approval code / Name of
the card holder. Please note no payment of Rs. 2,00,000/- is to be
taken in cash in 1 PNR. If any passenger is paying more than
Rs.49999/- in cash Pan Card is to be taken from the passenger.
For training purpose we will use the following credit cads

EV – 4444333322221111 / DOE 12/22 / Approval code 123456
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Click on save first then next the system will take you to 7F
F7: Fare rules
F7:1st Page
The system will show fare rules where we are supposed to explain the
customer the following
• Free baggage allowance
• Change and cancellation fee
Click on next the system will take you F7 2nd Page to add comment
Click on add and select the type of comments
Reservation: the comment will only reflect in PNR
Manifest: The comment will reflect in PNR as well as in GoNow check-in
screen
The comment will be accepted by the system
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Now click on next the system will take you to F8
F8: End record
Select how the mode of sending the itinerary
Select Next
The system will ask you for the caller’s name and contact details enter
the same and click on next.
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This Handout should be used only as a reference guide for classroom studies. For further detailed clarification Issue
please1.0 Revision
refer CHM.2
The PNR will be created
Status of PNR:
HK – Confirm
HU – Hold
KK - Pending
F9: Fees. Following fees can be charged to the customer through F9

Self offload / N move.
F10: For retrieving the reservation / PNR

F11: Flight information ETA /ETD
F12: Log-out
Function key F3 to F8 are called at main function keys and function key
F1 ,F2, F9 to F12 are called as support function keys.
Short cut Keys:

CTRL +F4 = Set assignment
SHIFT +F11 = Opens F.Y.I. page
SHIFT +F5 = Opens contact details
SHIFT + F7 = Full history of PNR
SHIFT + F4 = Flight manifest
F4 = Fare break-up
SHIFT + F6 = Credit shell information
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Process in Flow Chart
Flow chart to add SSR

Important: While adding value added SSR Please inform customer
about additional cost.
SSR added will reflect in front of the customer and additional cost will
appear in the amount due
F10 Retrieve PNR/ F5 Passenger details / Manage SSR / Select the SSR /
click on add SSR / close / F6 payment / F8 End record
Flow to add a comment.

F10 Retrieve PNR / F7 / Click on add / Click on type / Select the option
(reservation/manifest)/ write the comment
Save / F8 End record Enter
Adding a flight
Important: A flight can be added only to an active PNR. PNR which is
still valid, not used or flight is not flown.
You cannot add or reduce the number of customer from existing PNR
Ensure all flights are in HK status
Flow to add a flight

F10 Retrieve PNR / F4 / Click on add / Page will automatically go to F3 /
Select the date / Sector / Enter……
Select the flight/ Press space bar / the amount will reflect in Red / F6 /
Collect payment / F7 type reservation comment….
Customer added the flight / F8 End record
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Flow for Issuing HOLD booking ticket
Important: Hold bookings can only be created by Call center.

There should be minimum 2hrs time gap between date of booking and
date of travel.
Maximum 6hrs time limit will be provided by Skyspeed system to
issue ticket after creation of booking.
Staff at reservation and ticketing counter should reconfirm all details
in PNR before taking payment and issuing ticket.
F10 Retrieve PNR / The amount will reflect in Red / F6 collect the
payment / add / F8 End record.
Flow for Dividing the PNR

When more than 1 customers are booked in the PNR and one of the
customer wants to change the booking due change in travel plan. This
optician be used. The divided customer will have a separate PNR. The
necessary changes then can be done on the same.
Family fare and group fare cannot be divided.
F10 Retrieve PNR / F5 / click on divide / divide booking screen will
appear in front / Select the name of the customer who wants to be
divided / click on divide / The system will prompt you child PNR will be
created / Click on YES……
The PNR will be divided and 2 PNRs will appear
Rebooking:
Rebooking
Voluntary Involuntary
Customer must rebook their tickets more than Is applicable when flights are cancelled or delayed or when
D-2hrs for Domestic customer is misconnected
D-4hrs for International
Charges Three options will be provided for involuntary

Rebooking charges + Difference in fare will be applicable. It 1. Rebooking
will be calculated by system 2. Refund
3. Credit shell
If customer wants to re-book or refund less than 2hrs before

departure then entire amount gets cancelled except taxes E.g
UDF / PSF which can be claimed by the customer through
online or by calling the call center
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Flow for rebooking
You can change the date / sector / but cannot change the
number of customers in the PNR
F10 Retrieve PNR / F4 / Select the flight and click delete (the
amount will reflect in Blue) / click on add……
The page will go to F3 automatically / Select the sector / date /
Enter / select the flight / Press the space bar to select the flight….
The amount will reflect in Red / F6 collect the balance payment /
F7 add manifest comment – customer changed the booking…..
F8 End record / if the amount is reflecting in blue make a refund
or credit shell.
Credit shell
Important:
Credit shell is created in 2 circumstances
Rebooking fare is lower than the refund amount
Cancellation and no rebooking
Credit shell is valid for 1 year from the date of creation and can
be used only by the account holder for any 6e services.
The PNR for which the credit shell is created becomes the
account number.
Credit shell can be created for Cash / EDC / Online transactions.
Tickets issued by travel agents, booking websites or by other
international airlines cannot be used for credit shell.
Flow for credit shell:

F10 retrieve PNR / F4 delete the flight / are you sure you want to delete
the flight / YES / F8 …….
Do you want to create credit shell / YES / the page will automatically go
to F6…….
Account type reservation credit / save / F8 end record
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Flow to use credit shell
Create a booking / Come up to F6 / select payment option CF / Account
type – reservation credit……
Account Number – PNR of Credit shell / Tab to see the CS amount /
Save / if the amount is in Red…..
Collect the balance / Save / F8 end record enter
Repayment
Repayment option is used when a customer is booked under watch
queue for using international credit card for making the payment. If he
/ she cannot present the credit card then repayment option will be
used.
Flow for repayment:
F10 Retrieve the PNR / F6 / add / select the mode of payment (Cash or
card) / type the exact same amount as booking…….
Save / Amount will be in blue / F7 – manifest comment / refund to be
processed / F8 End record.
Flow for cancellation (payment done by CC)

F10 Retrieve the PNR / F4 Delete the flight / amount will reflect in blue
/ If payment is done through card reversal will be done in same card /
shift + f8 – refund to be processed/ click anywhere on screen / F7 / add
Manifest comment – customer cancelled booking balance amount to be
refunded through card / F8 end record / Enter / credit shell to be
created / No
Flow for cancellation (payment done by Cash)

Any amount that needs to be refunded back to customer will be done
thru NEFT only.
Refund for tickets purchased on credit card the refund will be
processed back to the card.
F10 Retrieve the PNR / F4 Delete the flight / amount will reflect in blue
/ If payment is done in cash NEFT refund to be processed…..
Shift + F8 – NEFT refund / click anywhere on screen/ F7 – Manifest
comment customer cancelled booking amount to be refunded through
NEFT……
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Bank details / IFSC code / Bank A/C No. / Name of the customer as per
bank details / branch address / A/C type….
Save / F8 End record / enter / credit shell to be created / No
Codeshare
A codeshare agreement, also known as codeshare, is a business
arrangement, common in the aviation industry, in which two or more
airlines publish and market the same flight under their own airline
designator and flight number (the “airline flight code”) as part of their
published timetable or schedule.
I a code share agreement 2 airlines are involved
Marketing Carrier
When an airline is allowed to sell a seat on another carrier using their
airline code, it is called the marketing carrier.
Operating carrier
When an airline is carrying customer for its code share partner it is
called an operating carrier. The aircraft Crew and staff will belong to the
operating carrier
At present IndiGo has codeshare partnership with TK (Turkish airlines)
and QR (Qatar airways)
E-ticket: Electronic ticket
In an environment where two or more airlines enter into a partnership
with an arrangement to sell each other’s flight inventory there is a need
for a common document for financial reconciliation. This document is
called e-ticket.
• Each customer will hold different ticket number.
• One e-ticket will have maximum 4 sectors.
• E-ticket issued by 6E will start with 312 / By TK will start with 235 /
by QR will start with 157.
Interline
It is an agreement between two Airlines, where there is a “connection”
between two Airlines in one single itinerary.
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Passport VISA and documentation
The main two documents required by a customer to travel abroad are
Passport and VISA.
Passport: An official document issued by a government, certifying

the holder's identity and citizenship and entitling them to travel under
its protection to and from foreign countries.
VISA: VISA (visitors intended to stay abroad) is an official document

that allows the bearer the legally enter a foreign country. The VISA is
issued in 2 forms Sticker VISA is glued to the passport and e-VISA which
can be printed from the official website of the embassy or high
commission.
Details of customers to be checked on Bio page of passport:
1. Photo of the customer

2. First and Last name of the customer
3. Passport number
4. Date of birth
5. Date of issue and expiry of passport.
Details to be checked on the last page of the

passport:
1. ECR stamp
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ECR: Emigration check required.
If a customer is holding ECR passport and is travelling abroad (to certain
countries) for employment purpose then he / she needs to obtain
Protector of emigrant’s (POE) clearance.
If ECR passport holder is travelling abroad for vacation / business /
student he or she will not need any clearance from the POE.
As per guidelines issued by Bureau of Immigrations ECR passport
holders can not avail the facility of VISA on arrival abroad.
ECNR: Emigration check not required. Customers holding ECNR

passport does not require to obtain any clearance from POE.
Following categories of customers are entitled for ECNR passport:
• Age below 18 and above 50
• Education above 10th Grade
• Any person who is paying income tax for 3 years and above
• Any person who is staying abroad for more than 3 years
• Seamen who are in possession of CDC
• Any person holding permanent resident card or VISA E.g. Green
card In case of ECR
Customer profiling
• Customer Profiling is a method for identifying illegal travelers,
criminals and terrorists by behavioral analysis, documentation and
expert observation and/or questioning techniques.
• Profiling can selectively target certain individuals for additional
searches and questioning and quickly isolate those few individuals
who might warrant more thorough scrutiny by security personnel.
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Who are Imposters?
• Imposters are “Lookalikes”. These are people who use a travel
document that is not their own & pretend to be that person the
travel document is usually genuine but the person using it is not the
rightful holder.
Human trafficking:
When any person is forced to travel against his / her wish or desire will
be called as human trafficking.
Reasons for human trafficking.
• For Sexual Exploitation
• For Commercial Labor (Agricultural or restaurant trade)
• For Slavery
• For Domestic servitude
• For Trade in human body parts
• For Human sacrifice
Action taken against staff involved in human trafficking.
• Staff should not get involved with any agency or person (external
agency employees, OAL, Etc.) in bypassing any document
verification, profiling of passenger.
• Staff should not be involved or assist any external agency in human
trafficking or transporting customers with improper documentation.
• If the staff is found guilty the due enquiry will be conducted as per
the law of the land and will be terminated from their services form
the organization.
OCI CARD
• The following categories of persons (except Pakistan and
Bangladesh) are eligible to apply under OCI scheme: Who is a
citizen of another country, but was a citizen of India at the time of,
or at any time after, the commencement of the constitution; or
• Who is a citizen of another country, but was eligible to become a
citizen of India at the time of the commencement of the
constitution; or
• Who is a citizen of another country, but belonged to a territory that
became part of India after the 15th day of August, 1947; or
• Who is a child or a grand-child or a great grandchild of such a citizen
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https://boi.gov.in/content/overseas-citizen-india-oci-cardholder
Continues discharge certificate: CDC

CDC is issued to seamen (SEMN). These customers are working on ship.
The VISA rules for SEMN may differ from other passengers. They must
travel with a Joining letter issued form their employer.
SEMN can use the CDC only while travelling on duty (either joining the
ship or returning to home country from duty)
Documents SEMN should carry while travelling on duty.

1. Passport
2. VISA if applicable
3. CDC
4. Letter from employer (Ship joining letter)
5. POI clearance from ministry of shipping.
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Travel Information Manual Automatic or
TIMATIC
Link: www.timaticweb2.com
• Timatic is an IATA website containing the complete information of
documentation requirements for a Customer of any nationality
travelling in and out of any country.
• Timatic is used by airlines to determine whether a Customer can be
carried and what are the documents to be checked while accepting
a Customer on an international flight.
Timatic has all the information as below:

1. Passport requirements & VISA requirements
2. Health requirements
3. Airport tax to be paid by the at departure and arrival by a Customer
4. Customs regulations regarding import and export by a Customer
5. Currency regulations regarding import and export by a Customer
Basic details to be entered in Timatic:

1. Destination country
2. Boarding from country
3. Nationality of the customer
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GoNow: Check-in and Boarding System
The system used by Indigo for checking-in the customer and make
necessary additions during check-in is called as GoNow.
User ID: testgn1

Password: Password$123
Carrier: 6E which indicates the
Airline using the software
Environment: testr4x (Test
environment for training)
Work station type: This window will provide 3 options to us depending

upon which allocations you will be placed. You will either select Check-
in or Departures. Fast bag drop option is included in check-in therefore
we will never use this option.
Location: This window will allow you to choose the station you are
currently corking for. E.g. At DEL we operate out of T1 / T2 / T3 if you
select T1 then system will warn you if you try to check-in customer
who’s flight is departing from T2 or T3.
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Click on OK
Click on Continue anyway

Now the system will open for Check-in
Check-in
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The color coding for each function key is as follows
RED – Mandatory
Yellow – Optional
Green – Function completed or good to go
• Search
• To retrieve Customer by PNR / Flight / and last name
• Security
• Unlock PNR from watch queue
• Add travel document for international travel
• Seats
• Assign seat
• Change seat
• Bags
• Add and remove bags
• Edit weight
• Add manual bag tag
• Services
• Adding SSR and fees
• Viewing current SSR
• Payments
• Charging payments
• View existing payments
• Finalize
• Save changes to PNR
• Complete check-in
• Reprint Boarding pass and Bag tag
• Uncheck customers
Search PNR: This is the first step in check-in. Following 2 options are
available for searching the PNR
• Quick search – PNR for flight departing in next 8hrs can be searched
hear
Advance search – PNR for flights departing up to next 48hrs can be
searched. Advance search window provides further options to search
by PNR and to search by Name.
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This customer is not checked in. Press enter or click on next.
Important:
The page will go to F3 Security. If the customer is booked on

international flight or is booked in watch queue DFNS / SR. Citizen
The next page will be F4 seats

If Seats are pre-booked by the customer this page will be skipped by
the system and will directly go to Baggage
However if seats are not preassigned to the customer then the seats
should be assigned.
Press escape the Quick-Assign option will disappear and seat map will
be displayed. If the seat map is not displayed press ALT+M
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Ask the customer seat of his / her choice press ALT + A the curser will
move to the blank seat column and type the seat number press enter
If you select any premium seat the system will automatically calculate
the charges
If the customer wants change the seat click on unassigned seat Alt + u.
All seat will be unassigned. Now assign now seat.
All SSR will be displayed on the right side of the screen
Press Enter the system will go to F5 Baggage

The system will display the free baggage allowance (FBA)
Important: Maximum 10bags can be added per customer.
Enter number of Pieces and weight of each bag individually. Press Enter
The system will calculate excess bag and will reflect the amount.
Even though the tag number displays on the screen. It will be called as
a passive tag and will not appear on the baggage reconciliation system.
Only once the check-in is finalized the tag will be active.
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Press Enter the system will take you to Payment page F7
However should we need to add any more SSR we can press F6
services.
Important:
• Credit shell and vouchers cannot be used for payments in GoNow
• Split payment can be accepted E.g. Combination of Credit card and
Cash
• Until and unless the payments are clear the check-in cannot be
completed.
• In the payment history the mode of payment used for purchasing
the ticket will appear. This can be used for check-in the
International credit card details in case of international ticket
transactions.
Press Enter
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The system will take you to F10 Finalize check-in. The following 2
options can be performed.
• Check-in passenger - The customer will get checked-in and the
boarding card and baggage tag will be printed. It is at this stage the
bag tag will be active and will appear in the baggage reconciliation
system.
• Save the changes – All changes made to the PNR will be saved E.g.
Seat will be protected / Baggage tag will be added but in passive
mode / additional SSR / Payment Etc.) However the customer will
not be checked-in.
• Reprinting baggage tag and boarding card
• Uncheck passenger – Will offload the customer
• Select the option and press enter
Following details will be displayed on the screen.

• Flight details
• Passenger details
• Comments for the customer
The response after completing the check-in
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Press escape the status of the customer will appear as checked-in.
Flow of Process
F2: Search
This key/page is to retrieve a PNR or use Advance search to search for
an outdated or future reservations.
F3: Security
Flow to clear watch queue
Ctrl + N / Quick search PNR – enter / F3 clear watch queue - Edit -
Approved by (name of the staff) - Comment / Enter……
Flow to enter passport
Ctrl + N / Quick search PNR – enter / F3 Select the name of the
customer / Edit / add passport details – Enter…….
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F4: Seat
Customer may request to change seat after web check-in / KIOSK
check-in
F4 Seat – escape – Alt + A – seat No.- Enter / Add baggage PC & WT –
Enter / F10 Finalize / Check-in passenger - Enter
Flow to change seat (after check-in)
Direct / Transit flight

Ctrl + N / Quick search PNR – enter / F4 Seat - escape -if seat map does
not appear Alt+M / Alt + A…….
Type the new seat number into the seat column – Enter /Seat will
change / press F10…….
Save changes option will be highlighted – Enter
F5: Baggage after check-in
Flow to add baggage
Ctrl + N / Quick search PNR – enter / F5 – add No. of bags – weight of
individual bag – enter – enter / F10…….
Bag drop option will be selected- Go – enter
Flow to delete bag tag

Ctrl + N / Quick search PNR – enter / F5 – escape – select the tag you
want to delete – delete- enter / F10……..
Save changes – Go- enter
Flow to add bags manually

Ctrl + N / Quick search PNR – enter / F5 – Ctrl+O (option menu) – Alt+M
(manual)- tag No. – Destination – weight…….
Enter-enter/ F10 – Bag drop – Go – Enter
(Remember to exit the manual mode and come back to automated
mode Ctrl+O – Alt+A - enter)
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F6: Services
If customer has not added the SSR at the time of booking the same
can be added during check-in.
Important: INF SSR cannot be added through F6 services.
Customers need to make payment should they select any paid SSR.
During check-in
Ctrl + N / Quick search PNR – enter / F4 Seat - escape -if seat map does
not appear Alt+M – Alt+A – type seat – enter….
F5 – add bags - PC – WT – enter – enter / F6 select the SSR – name of
customer Alt+G – sector Alt+M – write comment in note…….
Alt+N - If the SSR is paid the amount will reflect in balance – enter / F7
add the payment details if needed……
F10 Check-in – Go – Enter
After check-in
Ctrl + N / Quick search PNR – enter / F6 select the SSR – name of
customer Alt+G – sector Alt+M – write comment in note…….
Alt+N - If the SSR is paid the amount will reflect in balance – enter / F7
add the payment details if needed……
F10 Check-in – Go – Enter
F10: Finalize
If customer approaches for issuance of duplicate boarding pass follow
the following steps
• Reconfirm the photo ID of the customer
• Check with customer which check-in counter did he check-in
• Check with the counter supervisor then reprint the boarding pass
• Inform boarding gate
• Add comment into the system
Reprint boarding pass

Ctrl + N / Quick search PNR – enter / F10 – reprint boarding pass – go –
select the name of the passenger……..
Enter
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Reprint baggage tag
Ctrl + N / Quick search PNR – enter / F10 – reprint bag tag – go – select
the name of the passenger- ……..
Select the tag Number –Enter
Offload the customer
Ctrl + N / Quick search PNR – enter / F10 – uncheck passenger – go –
Select the name of passenger………
Remove bags – Remove seat assign- Enter
At a glance bar
At a glance bar will provide detail information about the customer /
His or her flight details / Payment details
Ctrl + N / Quick search PNR – enter
• ALT + P = Customers (Details seat / seq No./ Comments / No. of
bags)
• Alt + S = Segment (Flt No. / ORG-DEST / Date / STD STA / Gate No. /
Boarding time / Flt status)
• Alt + B = Balance (Total break up of charges paid by Customers)
Adding comment
Ctrl + N / Quick search PNR – enter / Ctrl +M / Select manifest – add
comment Enter – enter – close ………
F10 save changes – Go - enter
Adding INFT
• INFT can be added only before check-in or during check-in
• If seat is protected for the customer first un-assign the seat and
only then the INFT can be added.
Ctrl + N / Quick search PNR – enter / F4 Seat – Ctrl +I – insert – add INFT
details – (Name / Gender / DOB)…….
Select the same of the customer on whom the INFT will be added- add
/ continue the check-in entry
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Change the title of the customer
• The title change can be done before check-in
Ctrl + N / Quick search PNR – enter / F4 Seat – Ctrl +I – edit – Alt+ T
change the title – Alt+ A – Update….
Continue the check-in entry
Divide the group

• This is to be used in case Customers booked in 1 single group have
to be divided because of some reasons.
• This will not be applicable on family and group fares
Ctrl + N / Quick search PNR – enter / Ctrl + Alt + D / Select customer to
be divided out – enter ……..
Automatically allocate payment – divide / 2 PNR will be generated
Short cut keys for check-in

CHECK-IN
Commands Description
ALT + F2 Check-in process
F1 Help
F2 Search
F3 security
F4 Seats
F5 Baggage
F6 Services
F7 Payments
F10 Finalize
F12 / ALT+F4 Log out
ALT + F1 General Reference
ALT + F2 Check-in process
ALT + E To see Menu functions
ALT + A Advance search PNR / Name
ALT + P Passenger details (after retrieving the PNR)
ALT + B Break-up of fares (after retrieving the PNR)
ALT + S To see the segment details of the flight (after retrieving the PNR)
ALT + M To View seat map
ALT + 1 To View seat map of 1st Sector (after retrieving the PNR) in the seat menu F4
ALT + 2 To View seat map of 2nd Sector (after retrieving the PNR) in the seat menu F4
CTRL + O Options for settings
CTRL + N Search NEW PNR
CTRL + H History of PNR
CTRL + B To create Go-show booking
CTRL + U Flight summary (joining of the flight)
CTRL + I To add INFT details, edit name & Emergency Contact No.
CTRL + D De-select passengers displayed on screen
CTRL + A Select passengers displayed on screen
CTRL + M To add comments to Pax (after retrieving the PNR)
CTRL + 1 Copy PNR
CTRL+ALT+D Divide PNR
CTRL+ALT+M To move passengers to another flight (Voluntary - charges applicable)
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Departure
To shift from Check-in to Departures Alt + R / Ctrl + F2
To shift from Departures to Check-in Alt + R / Alt + F2
F2: Departure page

It will provide the following details:
1. Flight status in symbol
2. Flight No.
3. Sector
4. Date of operation
5. STD / STA / Gate No.
6. Status of the flight (On-time / Delayed / Boarding / Cancelled
7. Total seats sold on the flight / Number of customers checked-in for
the flight / No-Show customers
Following activities can be done in Departures:

1. Closing and finalizing the flight
2. Update the flight details (Registration of the flight / Operational comments)
3. Check the flight summery and overview (Total customers booked on the
flight/ checked-in/ No-Show / Transit / Boarded Etc.)
4. Generate report and manifest
5. Boarding process
6. Seat management (Protect seats / Block and Unblock seats / Release No-
Show seats)
7. APIS related process (Push PNR GOV)
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To select the list of flights operated between two cities
For close pending the flight – Select the flight / Ctrl + Alt + P
To close the flight - – Select the flight / Ctrl + Alt + C
Alt + A / Date / Origin / Destination / Alt + S
For selecting a particular flight
Alt + A / Date / Origin / Destination/ Flight No. / Alt + S
To default into a flight:

Highlight the flight / Alt + L
F3: Overview
Update the flight detail Ctrl + L

Following details can be updated
1. Flight registration (Alt + F / Alt + U / Alt + A)
2. ETA/ ETD / ETD / ATD
3. Gate Number
4. Operational comment (Alt + C / Alt + A / Alt + T / Select the type of
comment / Operations / add the comment / Alt + S)
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The operations comments added hear will appear during check-in.
F4: Manifest
Following manifest can be viewed.
1. Checked-in / Not Checked-in
2. Boarded / Not boarded / Not boarded with Bags
3. Through checked-in (Transit customers list)
View and Sort by are the 2 options available to display the required
number of manifests.
Following details of the customer can be viewed by selecting the

customer.
1. Seat No. / Sequence Number
2. Comments / SSR
3. Baggage details like No. Pieces / Weight of the bag / Bag tag
Number Etc.
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F4 can be used for the following options
1. Boarding (select the customer / Alt + B)
2. De board (select the customer / Alt + N)
3. Offloading the gate no-show customers (select the customer / Alt +
H)
F5: Boarding
The scanner will be attached to GoNow. Staff will scan the boarding
pass and will see the responses on the screen.
Ok to board: Green Response
Ok to board but pay attention: Yellow response the reasons

mentioned below
1. Customers with SSR: UMNR / WCHR / MAAS / Extra seat / BLND /
DEAF / INFT
2. Customer seated on emergency exit row (check for eligibility
criterion)
3. Watch queue customers
4. Customer travelling on Jump seat
06-05-2023 161
Do not board the customer: Red Reasons mentioned below
1. Customers boarding wrong flight / Wrong date
2. Duplicate boarding pass / Duplicate customer boarding
3. INFT boarding pass scanned.
Important: Stop these customers from boarding.

In case of duplicate boarding pass Please follow the below mentioned
stps:
1. Ask the customer politely to wait aside.
2. Check for his / her photo ID and ticket
3. Check with RAMP if customer he customer with same boarding
card is on boar.
4. If yes ask the RAMP staff to check for the photo ID of the
customer.
5. Identify the correct customer and allow him / her to board
6. Offload the wrong customer and If time permitting ask the check-
in counters to check-in the offloaded customer. Ensure the
boarding card is stamped by CISF security. And then board the
customer.
06-05-2023 162
Do not board the customer: Blue Reasons mentioned below
1. Discounted Fare (SCRT,STUD,DFNS,SEMN)
Important: Stop these customers from boarding.

1. Ask the customer politely to wait aside.
2. Check for his / her photo ID and ticket
3. Once the ID has been verified click on YES and board the customer
and allow the customer to board the flight.
F6: Seats
This function key will provide the following options.
1. Block and unblock seats (Operational reason / to balance the
aircraft / Unserviceable seats Etc.)
2. Flight editing (Protected seat for customers who are not checked-in
/ Group seat protections)
3. On-load a customer (allot seat) to the customer travelling on JUMP
seat.
4. Release seats of no-show customer.
06-05-2023 163
To block seats: Alt + S / click on right arrow / select options block seats.
To block / un-block seats : Alt + L / Select option No-show / Go
Type the seta Number in the seat column / Enter
06-05-2023 164
Generating report: Ctrl + G
F7: Security
PNRGOV (APIS LIST) need to be sent manually to certain countries.
06-05-2023 165
Short cut Keys for departure
BOARDING
Commands Description
CTRL + F2 Departure process
F1 Help
F2 Search
F3 Overview
F4 Manifest
F5 Boarding Screen
F6 Seat management
F7 Security
F12 / ALT+F4 Log out
ALT + A Advance search
ALT+L To onload standby passengers
ALT + / To select all passengers in the group during assigning seats
ALT +O To assign seats to all passengers on standby list
CTRL + P Print
CTRL + O Options for settings
CTRL + N Search NEW Sectors / Flights
CTRL + F2 Departure process
CTRL + U Flight summary (Joining of the flight)
CTRL + L Updating Gate No. and Gate Comments
CTRL + W Print crew & rush tag bags
CTRL + A To select all passengers who are on standby list
CTRL + E IROPS
CTRL + G Reports
CTRL + H History of flight (= .FR)
CTRL + ALT + R Refresh
CTRL + ALT + I FLT Info (ETA/ETD) (= .FI/FLIGHT No.)
CTRL + ALT + O Open flight status (OP)
CTRL + ALT + P Close pending status (counter closer - CP)
CTRL + ALT + C Flight closed post boarding (CF)
Inner Line Permit - Mizoram
Inner Line Permit (ILP) is an official travel document issued by the

concerned state government to allow inward travel of an Indian citizen
into a protected area for a limited period. It is obligatory for Indian
citizens from outside those states to obtain a permit for entering into
the protected state
The document is an effort by the government to regulate movement to

certain areas located near the international border of India. Despite the
fact that the ILP was originally created by the British to safeguard their
commercial interests, it continues to be used in India, officially to
protect indigenous communities, cultures in northeastern India. There
are different kinds of ILP's, one for tourists and others for people who
intend to stay for long-term periods, often for employment purposes.
ILP's valid for tourism purposes are granted as a matter of routine
06-05-2023 166
Which states require ILP?
The three states that require Indian citizens to obtain an Inner Line
Permit are Nagaland, Arunachal Pradesh and Mizoram. Apart from
these, many other regions within some other states also require Indian
Citizens to have a permit before they enter.
Note: we will currently focus on Aizawl, where we will begin to fly
starting 29th Feb’20
How do I get ILP?

Inner line Permits are issued by the Secretary (Political), Government of
Arunachal Pradesh, respective Deputy Commissioner and Additional
Deputy Commissioner of the Districts. These can also be obtained from
Resident Commissioner's office / Deputy Resident Commissioner &
Liaison Offices
Entry Formalities for Domestic Tourists:
Inner Line Pass is required for entry into Mizoram and can be obtained
from Liaison Officer, Government of Mizoram from the following cities-
Kolkata, Silchar, Shillong, Guwahati and New Delhi. Government
employees travelling for official purposes are exempted from obtaining
ILP but are required to carry a photo identification card with them at all
times. Tourists arriving by air can obtain passes from the Security
Officer on arrival at Lengpui Airport, Aizawl
Documents required for ILP

Any of the following identity documents is necessary for applying for
Inner Line Permit in Arunachal Pradesh.
Pan Card
Aadhaar Card
Driving License
Passport
Voter Id
Passport Size Photo
06-05-2023 167
Two types of ILP can be issued
1. Temporary: 15 days at a time which can be renewed once for another
15 days.
Fees to be paid:
Rs.20 Application Form
Rs.100 Processing Fee
Rs.20 Renewal Fee
Requirements: 4 passport size photo and a photo ID (Driving
License/Voter ID/Department ID)
2. Regular: 6 months at a time which can be renewed twice for another

6 months each. However, sponsorship from a local resident or a
Government Department is required.
Fees to be paid:
Rs.20ApplicationForm
Rs.200ProcessingFee
Rs.100 Renewal Fee
Requirements: 4 passport size photo and a photo ID and 2 passport size
photo of the sponsor
Renewal for both Temporary and Regular ILP can be done at District
Commissioner’s Office located at Treasury Square, Aizawl
For tourists originating from Cachar, Hailakandi and Karimganj Districts
of Assam State, Electoral Roll details are required due to porous
international boundary with Bangladesh and so is the case with persons
coming from the state of Tripura.
Tourists entering from Bairabi and Vairengte can obtain ILP from Sub-
Deputy Commissioner, Bairabi and Sub-Divisional Officer
Vairengte respectively.
ILP cannot be issued at Check gates upon entering the State.
06-05-2023 168
ILP for Foreign Tourists
All foreign nationals have to register themselves at the office of
Superintendent of Police (CID/SB) Mizoram who is the designated
Foreigners Registration Officer (FRO) of the State within 24 hours of
arrival.
Citizens of Afghanistan, China and Pakistan and foreign nationals having

their origin in these countries would continue to require prior approval
of the Ministry of Home Affairs before entering the state.
The addresses of Mizoram House:

At Lengpui Airport At Shillong At Guwahati
Liaison Officer
Officer in charge Liaison Officer MIZORAM HOUSE Christian Basti.
Anti Hijacking Security Government of Mizoram G.S.Road
Civil Aerodrome Lengpui Nongrim Hills, Shillong Guwahati-781005
Ph:0364-2230149(O), Ph:0361-2529448 Reception : 529
225058(R) 411
At Silchar At Kolkota At New Delhi

Liaison Officer Mizoram Run Liaison Officer Government Resident Commissioner
SonaiRoad Of Mizoram Mizoram, Government of Mizoram MIZORAM
Silchar -788005 Hou e24, Old HOUSE
Ph No: 03842-25655(O), 25419 (R of Circular Road,
LO) Ballygunge Road,
Calcutta, 700 019 Chankyapuri
Phone: 033- New Delhi 110 021
4756430/4757887/4757064 Ph(R.C):011-3016408(O)
Fax: 033-4757034 6440954 (R)
(DyR.C.)3010548
Reception:3016101
PABX: 3012331
06-05-2023 169
ILP Form
06-05-2023 170
Filled Temporary ILP
06-05-2023 171
Latest Updates
6E Double Seats Airport Process
• Customers should ideally be reporting at the airport with a web

check-in boarding pass after completing online Health Declaration
(HLOK)
• The web check-in flow has been designed in such a way that,
customer will only be able to generate one boarding pass for
himself/herself, with two seat numbers printed on the boarding
pass.
The EXST SSR shall also be printed on the boarding pass.
• After retrieving the PNR in GoNow, staff must ensure to select only
the first customer.
• Staff must remember to de-select the second customer if it is
already pre-selected. In other words, the customer with
‘EXTRASEAT’ as middle name must never be selected for further
processing.
• The second customer (with DBST SSR) shall always remain a no
show in the system.
Staff must proceed with remaining process of adding check-in bags
06-05-2023 172
Important:
• There are chances where staff may assign the seat to somebody
else, thinking the customer is a no show. Hence it must be ensured
that the seat of the second customer is never assigned to any other
customer. It must also be ensured that staff neither divides out the
PNR, nor cancels the second customer’s booking to accept a Go
Show or process refund
• Currently only the web check-in boarding pass has the capability to
print both the seat numbers. In case the boarding pass is printed
through KIOSK or at counters, staff must mention the second seat
number manually on the boarding pass. EXST SSR printed on the
boarding pass shall help the staff to identify customers who have
opted for an extra seat.
• In case a customer has opted seats on the emergency exit row,
airports must verify that the customer meets the eligibility criteria
of emergency exit seats laid down in CHM 7, Issue 01, Rev 00,
Section 4.0.
• In case the customer does not meet the eligibility criteria, airport
shall change the seat after politely explaining the reason
Extra seat for purpose of stowing personal items

• In case the extra seat is purchased to stow personal items, like cabin
bag, funeral urn, artifacts, non-bulky musical instrument, diplomatic
mail, etc., it must be ensured that these items are stowed on
window seat and the customer occupies the middle seat next to it.
• These items may be allowed to stowed on window or aisle seat
depending on the size and nature of such item, provided it does not
impede or obstruct the evacuation in case of an emergency and
does not pose a health and safety risk to anyone on the flight (e.g.
injury to any customer or crew).
• Such items must never be stowed on emergency exit seats or floor
level exits.
• Such items must be secured using seat belts with or without
extension seat belt as applicable and must be safe for the fellow
customer on adjacent seat.
• The weight of such item must not exceed 75 kgs.
06-05-2023 173
Manifest
• The seat assignment manifest shall reflect both the names, however
the status of both the customers shall be different.
• The customer status with EXST SSR shall reflect as FF, which means
s/he is checked-in and boarded.
• The customer status with DBST SSR shall be blank, which means
customer is a no show, however with a seat assignment.
• This shall work as an identifier for the cabin crew and she shall
ensure that nobody else is allowed to occupy that seat.
Frequently Asked Questions

Q. How can customer book 6E Double Seat?
Ans. 6E Double Seat can be booked on IndiGo’s website at least 24
hours in advance
Q. How many extra seats can a customer book?
Ans. Only one extra seat can be booked under 6E Double Seat service.
Q. How many boarding passes will be issued?
Ans. Only one boarding pass will be issued. This boarding pass will show
two seat numbers.
Q. Can a customer purchase premium seats under 6E Double Seat?
Ans. Customer can purchase the same. However, if the extra seat is
purchased with a purpose of stowing a musical instrument or a bag on
the vacant seat, it will not be allowed on emergency exit row seats.
Q. In case the customer travelling with an infant books 6E Double
Seat, does the customer have to pay the infant fees?
Ans. Yes the infant fees shall be applicable
06-05-2023 174
Q. Can UMNR buy 6E Double Seat?
Ans. UMNR can buy 6E Double Seat during the booking, however
selection of emergency exit row seats shall not be available.
Q. In case of IROPs – can we move the booking to the next flight at the
airport?
Ans. Yes we can move as per current process however we need to
ensure that while moving the customer seats 2 adjacent seats on the
new flight are blocked
Q. Will 6E Double Seat be available for sale on all aircraft types?
Ans. Yes the same available for sale on all aircraft types
Q. Will the seat fee be charged twice?
Ans. The customer will have to pay for seat fee for both the seats.
Q. Will the convenience fee be charged twice?
Ans. Yes convenience will be charged twice from the customer.
Q. Can the customer cancel the booking at the airport?
Ans. Yes the booking can be cancelled at the airport.
Q. Can the airports change seats of customers on his/her request?
Ans. The same is permitted only if requested by the customer. In case
the customer opts for a seat that has a higher seat fee, the difference
shall be paid by the customer. In case the customer opts for a seat with
lower seat fee, the difference shall not be refunded.
NPSD & NPSP SSRs
Identifying NPS Promoters and Detractors

OBJECTIVE:
New SSR codes (NPSP & NPSD) created to help our AOCS TEAM
identify customers with previous travel & survey history with us.
This knowledge would enable them to customise interactions to
drive overall customer experience for IndiGo by going an extra mile
and by providing courteous and provide hassle free service with
warmth and smile.
06-05-2023 175
TOUCHPOINTS
• Check-in
• Boarding
• Inflight
• Arrival
PROCESS DETAILS:
• After the PNR is retrieved in search page, the SSR is visible at a
glance
How it appears in Seat Assignments Report (Manifest)
• In the Seat assignments report, these SSR will appear along with the
normal SSR. Once the manifest is printed the SSR will be visible
against the customer name
06-05-2023 176
How it appears in Skyspeed
MANAGER’s RESPONSIBILITIES
• Scan all his flights for the SSR code at D-24 (Until the automated report is ready)
• Brief the team to be vigilant and supportive (must create a WOW moment)
• Inform the check-in team on WhatsApp about the total number of Promoters and Detractors for the flights
• Meet all Promoters and Detractors who have any concern/feedback.
• The APM/Managers to inform Downline station APM/Arrival Mangers incase further service recovery required
• Inform PHSD if required at any allocations
IMPORTANT
• Staff shall look for the new SSR “NPSP” or “NPSD” in the PNR to identify the customer for every customer
• Description of the SSR
✓ NPSP-NPS Promoter
✓ NPSD-NPS Detractors
• The SSR code is purely an internal indicator for special handling and not to be communicated to the customer
• NPSP SSR’s –Staff to show their patronage to the customers for the valuable feedback
• There are no additional benefits for the customer. Normal policy will apply
• Customer not to be probed on the reason for previous survey
• Target WOW moments for 20% of daily customers with the SSR codes
06-05-2023 177
HLOK Change in Process
• For all such customers who have declared “I am not COVID-19
positive” will continue to have HLOK SSR in their the booking.
• For all such customers who have declared ”I was diagnosed with
COVID-19 and have recovered after treatment” will continue to
have HLOK SSR in their booking but in addition there will be one
more SSR CO19 in the booking.
• For the bookings with CO19 SSR, Staff at the check-in counter and
boarding gate must ensure to verify the COVID-19
recovered/discharged certificate or COVID-19 negative certificate
issued from ICMR approved testing center .
Airports to use the

link https://www.icmr.gov.in/pdf/covid/labs/COVID_Testing
_Labs_28092020.pdf to find the list of ICMR certified
designated laboratory.
• While boarding PNR with CO19 SSR ,GoNow will prompt with an
amber color for staff to identify the customer.
06-05-2023 178

ACE Handout May'23

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ACE – Airport Core

This document is designed to take you

I.A.T.A - International Air Transport Association

A.A.I. - Airports Authority of India

B.C.A.S. - Bureau of Civil Aviation Security

B.D.D.S. - Bomb Detection and Disposal Squad

C.I.S.F - Central Industrial Security Force

CBEC – Central Board of Excise and Customs

Signs of Fatigue Fatigue effects Effects of stress Managing stress

▪ Accumulates with ▪ Poor Communication ▪ Skin irritation ▪ Establish Boundaries

▪ Anger ▪ Learn how to relax

▪ Anxiety ▪ Talk to your supervisor

▪ Headaches ▪ Get some support

World Time Zone:

CAO CARGO AIRCRAFT ONLY

OTHS OTHER SERVICES (FOR WHICH NO CODE EXISTS)

• Deportee – A person formally ordered by the local authorities to be

A ALPHA J JULIET S SIERRA

B BRAVO K KILO T TANGO

C CHARLIE L LIMA U UNIFORM

D DELTA M MIKE V VICTORY

F FOXTROT O OSCAR X XRAY

G GOLF P PAPA Y YANKEE

H HOTEL Q QUEBEC Z ZULU

Services DOM (INR) Int. (INR)

Types of Aircraft 6E operates

ATR 72-600 (Avion de transport

Airbus 320 (Y/180)

Emergency exit row 12th & 13th Row

Toilets 03(01 Fwd, 02Aft)

Airbus 321 (Y/222)

Guide Dog Nil 1 1 1 1 1

Transfer customers are also known as connecting flight customers. Their

Customer clears SHA/

Duty free Shopping Customer Food Court

Customer reports at Customer reports at

Exit arrival hall

Reservation Slip: To be given to the customer once he confirms to make a

Credit Card Policy

6E prime Seat + Meal + Fast forward service

Baggage Protection Product - Blue Ribbon

All Domestic & International Sectors Group booking

SSR Meal Entitlements Additional Entitlements

Click on the link to learn more:

Medical information (MEDIF) 2 Years

Load sheet/ NOTOC 4 Months

Handling advice for UMNR 4 Months

Customer Manifest 4 Months

PIR – Closed cases 4 Months

Cancellations can be done up to • Cancellation

As the cancellation charges keep changing in accordance to our ancillary

Sector NMOVE FEE

SHFT - SHFT is also known as IndiGo Early

Sector SHFT Fee

For basic FAQs on refunds, please click on the link:

Criteria ATR A320 A321

For Airbus 320, the following policies will apply:

Type of Aircraft XL Rows

• Visually impaired customers travelling with their guide dogs should