06/12/2025
When turbulence strikes, resilience defines the journey.
This week, IndiGo—India’s largest airline—faced an unprecedented operational disruption, with over 1,000 flights cancelled in a single day.
For a brand synonymous with reliability, this was a moment of reckoning. Yet, the real story isn’t the mishap—it’s the response.
IndiGo’s leadership acknowledged the issue, apologised publicly, and committed to structural changes. But is IndiGo truly apologitical?
This is a powerful reminder that transparency and accountability are the cornerstones of trust. For leaders and organisations, three lessons in crisis communication management, stand out:
Are You Prepared? Have you done thorough risk mapping?
Have you anticipated regulatory and compliance issuses before they disrupt your operations?
Are you ready with your communication strategy in times of crisis?What had been your TAT (Turn Around Time) to respond honestly, and with clarity?
The only edge to success in such a situation will be measured by your forthrightness, truthful analysis of situation, admission of the lapses, and agility in responding to every query.
Every industry faces its own “IndiGo moment”—a sudden challenge that tests systems and values.
Success in saving reputation lies not in avoiding turbulence, but in learning to navigate through it.
What strategies have helped you steer through unexpected disruptions in your organisation?
Institute for Public Relations Public Relations Council of India ( PRCI ) Public Relations Professionals Vivek Atray - Author and Motivational Speaker Public Relations Council of India - PRCI WORLD Renuka Salwan