NEW DELHI — Indian aviation caters to one of the largest passenger numbers in the world, serving over half a million passengers domestically and many more in the international sector. In this highly competitive space, serving customers with a smile, discipline, and efficiency is not just a requirement but essential to standing out among other airlines.

Recently, Airways had the opportunity to visit ifly, the training centre of one of India’s largest airlines, IndiGo (6E). What appears to be another corporate facility from the outside unfolds into an aviation world filled with precision, knowledge, and performance, where trainees are carefully groomed to provide passengers with a seamless travel experience.

I had the chance to interact with Summi Sharma, Senior Vice President, Customer Experience, and ifly, IndiGo. What stood out at ifly was the quote each floor had, and we started with the statement “Power of WE.”

It summed up the place perfectly, combining the power of various departments towards a singular objective, where admiration for exertion, in turn, whether from internal or external customers, is second nature.

Service with Precision

IndiGo is synonymous with operational efficiency and on-time performance (OTP); that reputation is built here at the training facility. A poster highlighting “IndiGo Standard Time” emphasized the seriousness and importance of punctuality for the airline.

I visited a two-aisle mock-up, where the training for on-board services on a widebody aircraft takes place. As a passenger, I never realised how much training and precision go into on-board service, where the crew are expected to serve each passenger within a set standard time. This is not just a metric, but it also shows the balance between speed and hospitality. I enjoyed seeing some ongoing training before moving on to the next.

The First Aid Training room was located nearby, equipped with mannequins, artificial blood, and simulators that allowed the crew to prepare for any unforeseen events on board. Training ranges from as basic as CPR and fire safety to complex medical situations like delivering babies mid-flight. Watching the set-up answered a question I had always wondered about: how babies are delivered on board. The realism of the mock scenarios showed just how thoroughly IndiGo prepares its crew for the unexpected.

Service from the Heart

I proceeded to the next section to see the theme “Service from the Heart,” which focuses more on the human side of the training. Although the crew is equipped with technical know-how during all flight events, 6E also emphasizes grooming, posture, and gestures.

A striking display of uniforms lined the room, alongside an aisle mock-up, where the trainers explained the “5-H concept” —head, hands, hover, hold, heels, and heart. The concepts are designed to ensure crew members project confidence, care, and professionalism at all times.

Physical health standards, such as BMI, are regularly checked for all crew members, and 6E steps in whenever a crew member requires further assistance in any situation. This further reinforces the idea that those who represent the airline must meet high standards across every aspect of their role.

Often, something we overlook is that the flying experience starts right from when the passenger sets foot inside the airport. Having a hassle-free experience right from the check-in desks is critical, and ifly has just the perfect training facility for it.

Airport Operations Training

The Airport Core Essential Training is a 31-day program that focuses on customer service and system operations, demonstrating how an airport functions. The trainees practice everything from printing and scanning boarding passes to boarding the passengers.

As punctuality and professionalism span across all levels of the airline, the real challenge comes during the on-the-job training. While serving the real passengers with the guidance of senior staff members, the goal of a fixed standard time per passenger remains firm, regardless of the complexity.

Training includes simulated interactions with every type of traveller to prepare for real-world unpredictability, such as those who are polite and patient, irate and demanding, or even those pushing for exceptions, like those requesting excess baggage. This emphasis on emotional intelligence and cultural sensitivity ensures that staff are efficient and empathetic under pressure.

Support Through and Through

The aviation industry is one of the most unpredictable, as no two days are the same. Handling millions of passengers comes with the responsibility of taking care of oneself while also implementing airline policies.

Being a high-pressure industry, frontline employees often face backlash on the line and on social media when incidents occur. However, 6E has a dedicated support system consisting of airport teams, corporate leaders, and the customer experience unit, which reviews incidents, provides feedback, and offers counseling or corrective training if required. Each case is treated individually, with tailored solutions to prevent similar incidents from recurring.

Celebrating Girl Power

As I passed by multiple training sections at iFly Gurugram, the set of posters that stood out to me was the “Girl Power” series. 6E boasts around 44% of women in its workforce, not just at the top, but at every level of the airline.

The Girl Power badges worn by female crew members have become a recognisable symbol of IndiGo’s commitment to diversity. One of the posters read: “Beti bachao, Beti padhao, Beti ko Pilot banao”, which translates to Save the daughters, Educate the daughters, Make the daughters Pilots.

It was inspiring to see how inclusivity is not just a slogan here, but a lived value that empowers women to take their place at every level of aviation, including the cockpit.

Communication Training

As a certified training institute, ifly carries out technical and regulatory training mandated by the Bureau of Civil Aviation Security (BCAS) and the Directorate General of Civil Aviation (DGCA). But it doesn’t stop there for 6E, where soft skills are emphasised for everyone, from ground engineers to cockpit crew.

The communication training goes to the finest detail, especially for pilots and flight attendants, and the announcements are practised for pitch, clarity, and tone. Having flown with 6E many times, I have also observed announcements in regional languages, which add a personal touch to the service and enhance the flying experience.

Where Dreams Become Reality

The final stop on my tour was the graduation and seminar hall, where ambitions become achievements. Parents are often invited to watch their children receive their wings and hats at the end of training ceremonies. 

Some of the most moving stories I heard during the tour were of parents who, despite immense hardships, managed to educate their children, and watching them soar today as 6E cabin crew was deeply emotional and inspiring.

This reminded me that aviation is not just about aeroplanes; it's about the dreams, hard work, and passion that go into it. ifly thus becomes a place where dreams take flight, not just for the trainees, but for the families, too.

As I bid bye and thanked the 6E team for the tour, I left with a deep respect for everyone behind the scenes—every smile, gesture, and smooth service on board results from countless hours of practice and discipline. At ifly, I saw firsthand that aviation is not just about planes—it is about people, and the effort they put into ensuring our journeys are safe, comfortable, and memorable.