InterGlobe Aviation Limited GRC.

001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Subject : IndiGoStretch
Circular number : 024-2024
Effective Date : 14/11/2024
Issue Date : 12/11/2024
Valid Till : Until withdrawn
Issued By : Airport Operations & Customer Services
Affected Department/s : AOCS, ifly
Applicability : All Airports
Reference :

Objective
IndiGo will be commencing tailor made Business cabin operations with aircraft type A32132P with total capacity of 220
seats for selected domestic metro routes. This document outlines the process of handling IndiGoStretch operations at
the airports.
The IndiGoStretch operations will commence from 14th November 2024.

Product Description
IndiGo shall be offering two different cabins in the flight Business Class with 12 Seats and Economy with 208 seats.
Business Class Fare will be available as
o Stretch Fare
o Stretch + Fare
Economy class shall continue to offer as per the current fare type.

The IndiGoStretch & IndiGoStretch + fare are available and may be purchased from IndiGo’s website, mobile app, call
center, Airport reservation counters, Travel agents and Online travel partners.

Key Features Stretch Stretch +

Complementary-Standard Complementary-Standard
Meals on board veg meal/Snack box veg meal/snack box
Beverage on board Included Included
Free check-in baggage allowance 30 kgs (2pcs) 40 kgs (2pcs)
12kg (01 pc) Additionally, one
12kg (1pc) Additionally, one personal personal article, such as ladies’
article, such as ladies’ purse or a small purse or a small bag containing
bag containing laptop, not weighing laptop, not weighing more than 3
Hand Baggage Allowance more than 3 kgs. kgs.
Seat Fee Complimentary Complimentary
Infant fare INR 3800 INR 3800
Infant Hand Baggage allowance 7 Kgs 7 Kgs

Page 1 | 18 14 Nov 2024

 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Change Fee INR 2499 NIL

Cancellation Fee INR 3499 INR 999
Convenience fee NIL NIL
Fast Forward (Priority check-in
and any time boarding) Complimentary Complimentary

Booking at Airport

DIRECT FLIGHTS
• Post selecting the flight and date reservation agent shall expand the flight to check the aircraft type and different fares.

• On expanding the flight system will reflect the aircraft type, capacity and different fares

• To book BUSINESS class , staff shall select Stretch or Stretch+ fare as per customer choic

• To book economy class, staff must select regular fare and continue with the booking

• Business Class booking shall reflect booking as Stretch or Stretch + as per the fare type selected

Page 2 | 18 14 Nov 2024

 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

CONNECTING FLIGHTS

• In case of connecting flights, customers are entitled for IndiGoStretch class services for new booking.
Example: IXM – BOM – DEL (where, IXM – BOM is non-stretch and BOM – DEL is stretch, benefit of FFWD and free seat will
be offered for both legs as mentioned on boarding pass.

• Total number of Infants permitted in the Business Class booking is up to three. One Infant will be permitted in one row.
Hence before making any Infant booking in Stretch and Stretch+ PNR staff must check the number of Infant booked in the
flight.
• In the case if STRETCH cabin is already booked with three Infants, then staff shall politely deny the acceptance of fourth
Infant.

Page 3 | 18 14 Nov 2024

 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Steps to check the number of Infants booked in Business class

• Load the flight and go to seat management page

• On filters, select services and enter “INFT” SSR

• The list of Infants will be displayed. Infants with identifier are booked under STRECTH PNRs

Page 4 | 18 14 Nov 2024

 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Check-in

Check-in counters
• “IndiGoStretch class” customers will be offered priority check-in at FFWD counters, and remaining customers will be
checked-in at economy counters.
• FIDS for FFWD and IndiGoStretch to be displayed at FFWD counters only.

System Identifier for IndiGoStretch Class Customer

• Upon retrieval on the PNR in GONOW, a STAR indicator as highlighted in red in the below image at the glance bar
will be shown for all Stretch class PNRs.

Note: In case of connecting flights, STAR identifier shall only be visible for IndiGoStretch leg.

Boarding Pass for IndiGoStretch class customer

DIRECT FLIGHT (System)

Page 5 | 18 14 Nov 2024

 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Direct Flight – (Kiosk)

Boarding Pass for IndiGoStretch class customer – CONNECTING FLIGHT

Non-Stretch Leg

Stretch Leg

Page 6 | 18 14 Nov 2024

 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Baggage Tag
• The current process shall be followed for baggage tagging and no additional service will be offered.

Upgrade and Downgrade

Upgrade and Downgrade shall be handled in two ways.

• Voluntary Upgrade and Downgrade

Voluntary upgrade shall not be offered at the airport. In case any customer wants to voluntarily upgrade his
bookings, he can do it through the website and mobile app only.

Involuntary Upgrade and Downgrade

Involuntary upgrade and downgrade will be handled at the airport as detailed below.

Upgrade Website/App Call Centre Airport Reservation Airport Check-In OTA/Agents

Voluntary Upgrade ✓ X X X X
Involuntary Upgrade X X X ✓ X

1. Involuntary Upgrade

1.1 Conditions for Involuntary Upgrade for Duty Travel (to be followed at D-60)
o Seats available in stretch cabin
1.2 Priorities for Involuntary Upgrade for Duty Travel
o Priority 1: Duty Travel of MD and Board members of IndiGo, the default booking class shall be Stretch however if
booked in economy cabin shall get upgraded on seat availability basis in stretch cabin, even if economy cabin is
not overbooked. (SSR UPG1 will be pre-attached to the bookings, airports to use SSR filter option in departure
mode from GONOW)
o Priority 2: Duty Travel for of CEO, ExCom & Extended ExCom, the default booking class shall be economy
however shall get upgraded on seat availability basis in stretch cabin, even if economy cabin is not overbooked.
(SSR UPG2 will be pre-attached to the bookings, airports to use SSR filter option in departure mode from
GONOW)
1.3 Conditions for Involuntary Upgrade check-in (to be followed at D-60)
o Seats available in stretch cabin and,
o Economy Cabin is overbooked or
o Seat INOP in economy cabin
1.4 Priorities for Involuntary Upgrade
o Priority 1: Offer voluntary upgrade to customers through website and mobile app.
o Priority 2: Duty Travel of MD and Board members of IndiGo, the default booking class shall be Stretch however if
booked in economy cabin shall get upgraded on seat availability basis in stretch cabin, even if economy cabin is
not overbooked. (SSR UPG1 will be pre-attached to the bookings, airports to use SSR filter option in departure
mode from GONOW)
o Priority 3: Duty Travel for of CEO, ExCom & Extended ExCom, the default booking class shall be economy
however shall get upgraded on seat availability basis in stretch cabin, even if economy cabin is not overbooked.
(SSR UPG2 will be pre-attached to the bookings, airports to use SSR filter option in departure mode from
GONOW)
o Priority 4: Loyalty BLU1 members (refer GONOW report as shown below)

Page 7 | 18 14 Nov 2024

 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

1.5 Exceptions – Not eligible for involuntary upgrade

o VIPs
o Celebrities
o BLU2 & BLU3 Customers
o Staff on Leisure Travel (SLT)
o Deadhead Crew
o Within Blu1, following customers are not eligible for upgrade
o Passengers Traveling with Infants
o Family Travel (2 and above)
o Passengers traveling in a group (9 and above)
o Unaccompanied Minors
o Child passengers

1.6 Process for Involuntary Upgrade at check-in (to be followed at D-60) – In case of overbooking/Seat Inop
Step 1: Check for conditions as mentioned under 1.3
Step 2: Follow priorities for involuntary upgrade mentioned in 1.4
Step 3: If there is no customer available as per priorities, follow the denied boarding process for overbooked/seat
INOP.

Note: Under any circumstance, involuntary upgrade will not be applied to accommodate SLT customers, if economy
cabin is booked to the full capacity.

1.7 Process for Involuntary Upgrade at boarding gates

o No involuntary upgrades to be offered at boarding gates.
o The involuntary process defined to be followed at check-in, same should be communicated to boarding gates
for implementation.
o Boarding gate staff to make manual changes on boarding pass for the required changes.

Page 8 | 18 14 Nov 2024

 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Steps to be followed for Upgrade and Downgrade

UPGRADE through Skyspeed

Step 1: Retrieve the booking and go to F4 page,

Step 2: Click on the “upgrade button” on the right side of the screen, as below

Step 3: Select the option “upgrade from existing class to DI” and click OK.

Page 9 | 18 14 Nov 2024

 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Step 4: A fee of Rs 1 will be automatically added, proceed to F9 and click on ADD option; select NUG option from the
drop down as shown below.

Step 5: Verify the changes are reflected on the F4 screen, go to F8 and end record. The PNR will be upgraded to
IndiGoStretch class.

Page 10 | 18 14 Nov
2024
 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

UPGRADE through GONOW

Step 1: Retrieve the booking and go to F4 page, ensure the seat is removed

Step 2: Click on the “upgrade button” next to the seat preferences option as shown below,

Step 3: Select the option “involuntary upgrade DV” and click OK, clear 1Rs fee by adding NUG fee from F6 services

Page 11 | 18 14 Nov
2024
 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Step 4: Verify the upgrade fare icon and STAR icon are reflected on the glance bar, go to F10 page and end record. The
PNR will be upgraded to stretch class.

DOWNGRADE through Skyspeed

Step 1: Retrieve the booking and go to F4 page

Step 2: Click on the “downgrade button” on the right side of the screen, as below

Page 12 | 18 14 Nov
2024
 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Step 3: Select the option “downgrade from existing class to DI” and click OK, a fee of Rs 1 will be automatically added,
proceed to F9 and click on ADD option; select NUG option from the drop down as shown below.

Step 4: Verify the changes are reflected on the F4 screen, go to F8 and end record. The PNR will be downgraded to
economy class.

Note: Downgrade will be handled through skyspeed only.

Page 13 | 18 14 Nov
2024
 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Steps to be followed for Involuntary Upgrade and Downgrade

Involuntary Upgrade and UPGRADE DOWNGRADE

Downgrade Scenarios

Seat Inoperable in IndiGoStretch In case a seat in economy cabin is INOP and seat is In case a seat in stretch cabin is INOP and seat is
aircraft available in stretch cabin available in economy cabin

Step 1: Retrieve the booking and ensure seat is Step 1: Retrieve the booking and ensure seat is
removed removed
Step 2: Click on the “upgrade button” on F4 page Step 2: Click on the “downgrade button” on F4
Step 3: Select the option “involuntary upgrade DV” page
and click OK Step 3: Select the option “downgrade from
Step 4: Verify the upgraded fare icon and STAR icon existing class to DI” and click OK
are reflected on the glance bar, end record. Step 4: Verify the changes are reflected and end
record.
Note: Downgrade will be handled through
skyspeed only.

Overbooking in economy cabin of Step 1: Check for conditions 1.3 and priorities 1.4
IndiGoStretch flight and seat and then retrieve the booking and ensure seat is
available in stretch cabin removed
Step 2: Click on the “upgrade button” on F4 page NA
Step 3: Select the option “involuntary upgrade DV”
and click OK
Step 4: Verify the upgraded fare icon and STAR icon
are reflected on the glance bar, end record.

Handling IndiGoStretch Customers in Connecting Flights

• Identify the IndiGoStretch customers on connecting flights and ensure that they are in unchecked status. Perform
upgrade or downgrade with Gonow or Skyspeed.
• If the customer has already boarded the non- stretch leg and the IndiGoStretch leg gets disrupted, uncheck the customer
from the non- stretch leg and use Skyspeed or Gonow to upgrade or downgrade.
• Re check-in the customer for the entire leg.
Example:
IXL – BOM -DEL where IXL-BOM (Non-stretch leg) and BOM-DEL (Stretch leg), IXL DEL gets delayed and customer
misconnects on BOM DEL.
Step 1: Open both the flights, retrieve the PNR and select BOM – DEL leg and downgrade the customer through
Skyspeed.
Step 2: Move the customer to the next available flight.
Step 3: Re-check in the customer for the entire leg.

Page 14 | 18 14 Nov
2024
 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Involuntary Upgrade & Downgrade Process

INVOLUNTARY UPGRADE & DOWNGRADE PROCESS

Booking Type Scenario SSR Visible Services to be honored Boarding Pass

Leg 1 - Stretch BUSN/FFWD All Stretch services to be honored IndiGoStretch printed

New Booking
Leg 2 - Non- Stretch BUSN/FFWD All Stretch services to be honored IndiGoStretch printed
Direct Flight BUSN/FFWD All Stretch services to be honored IndiGoStretch printed

Leg 1 - Stretch BUSN/FFWD All Stretch services to be honored IndiGoStretch printed

Voluntary Leg 2 - Non-Stretch BUSN/FFWD All Stretch services to be honored IndiGoStretch printed
Upgrade
Booking Leg 1 - Non-Stretch BUSN/FFWD All Stretch services to be honored IndiGoStretch printed
Leg 2 - Stretch BUSN/FFWD All Stretch services to be honored IndiGoStretch printed
Direct Flight BUSN/FFWD All Stretch services to be honored IndiGoStretch printed

All Stretch services to be honored basis the

Leg 1 - Stretch No SSRs will be visible IndiGoStretch printed
"IndiGoStretch" printed on BP
Involuntary Leg 2 - Non-Stretch No SSRs will be visible No stretch service to be honored NA
Upgrade
Booking Leg 1 - Non-Stretch No SSRs will be visible No stretch service to be honored NA

All Stretch services to be honored basis the

Leg 2 - Stretch No SSRs will be visible IndiGoStretch printed
"IndiGoStretch" printed on BP

All Stretch services to be honored basis the

Direct Flight No SSRs will be visible IndiGoStretch printed
"IndiGoStretch" printed on BP

All Stretch services to be honored basis the

Leg 1 - Stretch BUSN/FFWD IndiGoStretch printed
"IndiGoStretch" printed on BP
Involuntary Leg 2 - Non-Stretch BUSN/FFWD Honor FFWD for non-stretch leg NA
Downgrade
Booking Leg 1 - Non-Stretch BUSN/FFWD Honor FFWD for non-stretch leg NA

All Stretch services to be honored basis the

Leg 2 - Stretch BUSN/FFWD IndiGoStretch printed
"IndiGoStretch" printed on BP

Direct Flight BUSN/FFWD Honor FFWD for non-stretch leg NA

Page 15 | 18 14 Nov
2024
 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Departures

• The count of IndiGoStretch Class customers will be listed under the business option as shown below,

• The sorting of IndiGoStretch Class customers can be done after selecting “STRETCH” option under “MANIFEST” in
departure mode as shown below,

• Seat Management page will have STAR identifiers for IndiGoStretch class customers

Page 16 | 18 14 Nov
2024
 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Manifests
Airports shall continue handing over the same set of Manifests to the crew i.e. Flight close and seat assignment.

Flight Close

Seat Assignment

Page 17 | 18 14 Nov
2024
 InterGlobe Aviation Limited GRC.001

Airport Operations & Customer Services Circular 024 of 2024 Issue 1 Rev 0

Security Hold Area

• All customers holding “IndiGoStretch” boarding pass will have a dedicated security lane for security clearance
wherever separate SHA for business class is available.

Boarding Gates
• IndiGoStretch class customers will be offered anytime boarding at boarding gates.

Upgrade/Downgrade (Equipment Change)

EQUIPMENT UPGRADE & DOWNGRADE PROCESS

Aircraft Planned Routes Scenario Process to be followed

Metro to Metro Involuntary Priorities to be considered as

Stretch A/c (Eg: DEL-BOM and vice Economy cabin overbooked mentioned under 1.2 and customers to be
versa) upgraded basis that.
Metro to Metro
Stretch A/c (Eg: DEL-BOM and vice Airports to reach out to CCC for assistance
versa) Stretch A/c to Non-Stretch A/c
Once the equipment is changed, Airports can
upgrade the first 3 Rows customers of
Metro to Metro non-stretch A/c to first 3 rows of stretch A/c
Non- Stretch A/c changed to Middle seat customers for first 3 Rows of non-
Non- Stretch A/c (Eg: DEL-BOM and vice
Stretch A/c stretch A/c can be shifted anywhere in the aircraft
versa)
Any Overbooking in the flight, denied boarding
process to be followed
All customers to be shifted from stretch to non-
Metro to Metro
Stretch A/c changed to Non- stretch A/c, provided first 3 Row customers of
Stretch A/c (Eg: DEL-BOM and vice
Stretch A/c stretch cabin are shifted to first 3 Rows of the non-
versa)
stretch A/c
The Stretch aircraft will be treated as all economy
aircraft for non-metro routes
Metro to Non-Metro or
Stretch A/c planned for non- Entire seat map will be available for airports to
Stretch A/c Non-Metro to Non-Metro
metro routes assign seats to any customers
(Eg: DEL-IXL and IXL - GOP)
Upgrade and Downgrade will be disabled for this
route

Page 18 | 18 14 Nov
2024