As IndiGo grapples with major disruptions, Jayaraj Shanmugam, Air India’s head of global airport operations, has issued a public appeal for “restraint and professionalism” among airlines – a plea particularly resonant amid the ongoing collapse of IndiGo’s services.
In a post shared on LinkedIn, Jayaraj said he has sent a message to Air India’s airport team leaders about what it really means to be an “aviation professional”. He explained that while “systems go down, weather disrupts and occasionally an airline experiences a public service breakdown – cascading delays, IT outages or communication breakdowns” that impact passengers, the correct response is not to criticize or mock a competitor’s misfortune. Instead, it should focus on empathy, support and self-reflection.
“When we see a competitor experiencing a major disruption, our first reaction should not be to post, mock or comment.”
In the message, he urged colleagues to view such moments as opportunities – “Use the event as a catalyst for internal review and team deliberation.” For Jayaraj, maintaining industry-wide dignity and solidarity reinforces “our industry-wide commitment to service recovery and operational integrity.”
The remarks come as IndiGo – which controls about 60 percent of India’s domestic air transport market – is canceling hundreds of flights a day through major hubs including Delhi, Mumbai, Bengaluru and Hyderabad.
The carrier’s collapse, coupled with the recent enforcement of stricter rules on pilot rest periods, stranded thousands of passengers and prompted a formal warning and regulatory review by aviation watchdog DGCA.
Amid grounded flights, delayed baggage and a surge in refunds, the public and regulators have criticized IndiGo for a “failure of planning” and “misjudgment”.
Jayaraj further emphasized that while airlines are fiercely competitive in business, they remain united in their larger mission to ensure “global connectivity”.
“We’re rivals in business, but we’re partners in the mission of global connectivity. Adherence to this code reinforces our industry-wide commitment to service recovery and operational integrity. Let’s lead with professionalism. Offer support. Focus on learning. And always direct our energy toward building our own standards, not tearing down others,” he added.
