In an exclusive interaction with MediaBrief, , speaks about IndiGo’s full-page “We Are Sorry” apology, the limits of symbolic communication during large-scale disruptions, and how brands can strike the right balance between accountability and avoiding backlash. Kharvi also shares why apologies must be backed by tangible action, the non-negotiable role of empathy in crisis communication, and the strategies brands should adopt to rebuild public confidence.

I ndia’s largest airline, IndiGo, is grappling with a severe operational crisis that has left thousands of passengers stranded amid nationwide flight cancellations and delays.

More than 400 flights were cancelled in a single day–on top of hundreds earlier–as the airline struggled with crew shortages and a rapidly deteriorating reputatio

See Full Page