Lessons from Air India

On the eve of low-cost carrier IndiGo's initial public offering (IPO), the company's president, Aditya Ghosh, had to contend with some criticism and a lot of suggestions from journalists. He responded without losing his composure. When a journalist asked why IndiGo didn't use three on-board trolleys (instead of two at present) to serve food and beverages to passengers as Air India did, Ghosh said, "Although I haven't learnt much from Air India, I will try to. We will examine if three trolleys on an airplane would raise the satisfaction level of our customers."