(UPSC Ethics Simplified is a special series under UPSC Essentials by The Indian Express. It examines news and syllabus themes from an ethical perspective, integrates real-life or hypothetical case studies, and revisits static concepts of ethics. The series aligns current affairs with core ethical principles for an ethical understanding of life, helping aspirants build clarity, application skills, and value-based understanding for GS-IV. In this article, Nanditesh Nilay, our ethicist, discusses the burning issue of the IndiGo crisis from an ethics perspective.) The recent crisis created by multiple factors in aviation breaks our slumber with a fundamental question: Who is a customer, and what is customer service in the aviation sector? Desatnick (1994) was of the view that the twenty-first century is going to be either the era of customer sovereignty or the era of customer rebellion and revolt. We are witnessing the frustration and angst of passengers every day at airports. However, sometimes airlines forget that the quality of service is driven in part by the behaviour of the service provider. And here, Indigo was …