IndiGo's Brand Takes a Hit: Is Trust Broken or Just Bruised?

• Recent large-scale cancellations have severely impacted IndiGo's brand image, challenging its long-held reputation for predictability.
• Brand guru Harish Bijoor believes IndiGo's image is bruised but not fatally, citing short public memory and India's price-sensitive market.
• Rutu Mody-Kamdar of Jigsaw Brand Consultants argues IndiGo suffered a "trust rupture," losing its "permission to be taken for granted" due to shattered predictability.
• Experts agree IndiGo's brand was largely transactional; it now needs to invest in emotional resilience and structural accountability beyond PR.
• Unlike Air India's issues which reinforced existing perceptions, IndiGo's crisis revealed vulnerability in its core strength, leading to deeper emotional betrayal.

Why It Matters: IndiGo's brand faces a critical challenge, needing to rebuild trust beyond transactional relationships.