Airline Industry

Indigo 6E Rewards: Transforming Lowcost Airline Loyalty

How India's largest airline achieved 1M+ co-branded credit card users and revolutionized their loyalty ecosystem

Indigo 6E Rewards Case Study
1M+
Co-branded card users
32%
Increased revenue
28%
Higher retention
3.5x
ROI achieved

Customer Journey & Loyalty Ecosystem

Customer Acquisition

Multi-channel acquisition through website, mobile app, and partner touchpoints

42% lower acquisition cost compared to industry average

The Challenge

IndiGo, India's largest airline by market share, faced several challenges in a highly competitive and price-sensitive market:

  • Limited customer loyalty in a price-driven market
  • Need to increase ancillary revenue beyond ticket sales
  • Fragmented customer data across multiple systems
  • Lack of personalized engagement with frequent flyers
  • Desire to create additional revenue streams through partnerships

Industry Context

The Indian aviation market is one of the fastest-growing in the world, with intense competition driving ticket prices down. In this environment, airlines must find innovative ways to differentiate and create customer loyalty beyond price.

87%

of travelers book based on price

14%

average profit margin

The Solution

CustomerInspire partnered with IndiGo to implement a comprehensive loyalty ecosystem:

Co-Branded Credit Card

Launched India's most successful airline co-branded credit card with over 1 million users, offering accelerated point earning and premium travel benefits.

6E Rewards Ka-ching card Program

The 6E Rewards Ka-ching card is a co-branded credit card offered by HDFC Bank and Kotak Mahindra Bank in partnership with IndiGo, called the "Kotak IndiGo Ka-ching 6E Rewards Credit Card". It allows cardholders to earn 6E Rewards points on various spends, including dining, groceries, entertainment, and especially on IndiGo flight bookings. These points can then be redeemed for IndiGo flights and other benefits. Comprehensive loyalty program with tiered benefits, partner point earning, and flexible redemption options across flights and partner services.

Campaign Management

Sophisticated campaign engine enabling personalized offers based on customer behavior, travel patterns, and preferences.

Implementation Timeline

Phase 1: Customer Data Integration

2 months

Unified customer data from booking systems, web, mobile app, and third-party sources

Integrated 7+ data sources including booking history, web behavior, mobile app interactions, and third-party partner data.

Phase 2: Loyalty Program Design

3 months

Designed program structure, point system, and redemption options

Created a tiered loyalty program with personalized benefits based on customer segments and travel patterns.

Phase 3: Co-branded Card Launch

6 months

Partnered with leading banks to design, develop and launch the co-branded credit card

Launched with exclusive sign-up bonuses and accelerated point earning, reaching 100,000 cardholders in the first year.

Phase 4: Partner Integration

2 months

Onboarded initial set of partners and launched to customers

Integrated with multiple partners across retail, hospitality, and lifestyle categories to create a comprehensive rewards ecosystem.

Cost Savings & Efficiency Gains

42% Reduction

In customer acquisition costs through targeted referral campaigns

68% Decrease

In campaign management time through automation

₹12.8 Crore

Annual savings in direct marketing costs

3.2x Faster

Time-to-market for new loyalty initiatives

By consolidating multiple legacy systems into CustomerInspire's unified platform, IndiGo achieved significant operational efficiencies while enhancing customer experience.

Results & Impact

Loyalty Metrics

  • Over 1 million co-branded credit card users
  • 28% higher retention rate among program members
  • 76% of members actively engaging with rewards

Revenue Impact

  • 32% increase in ancillary revenue
  • 42% increase in average customer lifetime value
  • 18% growth in partner-driven revenue

CustomerInspire's 200% Commitment

24/7 Support

Round-the-clock technical support with 15-minute response time SLA, even during holidays

Rapid Deployment

Emergency changes deployed within 4 hours, even on holidays and weekends

Dedicated Team

Assigned success manager and technical team for continuous optimization

Key Innovations

First Indian low-cost carrier to successfully implement a comprehensive loyalty program

Pioneering integration of co-branded credit card with airline loyalty ecosystem

Advanced personalization engine driving targeted offers based on customer behavior

Seamless omnichannel experience across web, mobile, and in-flight touchpoints

Ready to Transform Your Customer Loyalty?

Join leading brands that have increased customer retention, boosted engagement, and driven revenue growth with CustomerInspire's AI-powered loyalty solutions.

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