Skift Take

Recognizing Indian low-cost carrier Indigo's achievement of flying 86 million passengers in 2023 fiscal, CEO Pieter Elbers acknowledges that customer choice plays a vital role in achieving such remarkable numbers. No wonder, Indigo thinks it's now time to implement a loyalty program to help attract and retain customers.

Peden Doma Bhutia

An airline does not have 86 million passengers by chance — these customers have to choose you, according to Pieter Elbers, CEO of Indian low-cost carrier Indigo.

One item Elbers is considering to keep passengers flying with Indigo: An enhanced loyalty program.

“Around 10 years ago, the Indian market was probably less ready for a loyalty system, but today it’s definitely ready and that has made us review our position,” Elbers told Skift recently during an interview in the Indian capital city of Delhi.

"The exact details are yet to be determined. Given our diverse customer base, we must carefully consider the best approach," Elbers said.

In 2019, Indigo had introduced the Ka-Ching card, with more of a cashback system, which Elbers called a form of loyalty but without the classical tiers.

International Expansion and The Order of XLRs

The airline recently reported its highest-ever annual revenue, at $6.8 billion, and best-ever quarterly profit . It flew 86 million passengers, a 72 percent jump from last year.

Now it ha