Following the resignation of CEO Pieter Elbers, In his first internal communication to employees, Bhatia addressed the airline’s recent operational crisis and outlined his priorities for the company moving forward.
Bhatia began by acknowledging the disruptions that occurred in December, saying, “What happened last December should never have taken place. Our customers didn’t deserve it, nor did all of you, especially the frontline employees who bore the brunt for no fault of theirs.”
He expressed gratitude to employees who worked tirelessly to restore operations during that challenging period, praising their resilience and dedication.
Stepping into his expanded role, Bhatia emphasised responsibility not just to customers and shareholders, but to every employee. He reaffirmed his commitment to strengthening the company’s culture, improving operational excellence, and ensuring high-quality service for passengers.
He also reminded staff of IndiGo’s founding mission, i.e., to make air travel affordable and accessible for all Indians. Bhatia urged employees to remain focused, united, and accountable while continuing to offer a courteous and hassle-free travel experience.
Bhatia closed his message with encouragement and appreciation, highlighting the importance of teamwork and dedication in regaining customer trust. His communication sets a tone of accountability, stability, and renewed commitment to IndiGo’s core values. “Let us stay focused and accountable, remain fiercely united and committed to the cause, and continue to do what we do best – offer affordable fares, and a courteous and hassle-free travel experience to our customers,” he wrote.
He ended his message with, “I look forward to collaborating with everyone and wish you and your families all the very best.” The note finished with an informal sign-off — “Rahul (alias ‘Main Hoon Naa’)”, signifying “I’m here,” a gesture meant to comfort staff during the transition.