Air India has revamped its mobile application with new features designed to enhance customer service and operational efficiency. According to reports from PTI, the main enhancements include assistance during flight disruptions, payment system updates, and an in-house internet booking engine. The airline's Chief Digital and Technology Officer Satya Ramaswamy stated that the enhanced mobile app would provide greater ease of booking and allow the airline to respond more quickly to customer needs. As reported by PTI, the revamped app aims to improve passenger experience with quicker responses to travellers as well as allow deployment of India-specific innovations in the payment system.
As reported by PTI, the enhanced mobile app has demonstrated significant user adoption with nearly 17 million downloads and serves over 1,00,000 users daily. The airline's transformation efforts have been substantial, with more than 140 digital systems modernised since the Tata Group acquisition in January 2022. Loss-making Air India, which was acquired by the Tata Group, has embarked on an ambitious transformation plan focusing on digital modernisation.
According to PTI, the app's enhanced features include contextual support for passengers during flight disruptions. The airline will provide hotel accommodation and transportation assistance directly from the home screen, allowing passengers to access essential services quickly during unexpected situations. This proactive approach to customer service aims to reduce stress and improve overall passenger experience during disruptions.
As reported by PTI, the new payment orchestration system enables India-specific innovations with enhanced scalability and transparency of performance. Ramaswamy explained that this system will allow the airline to deploy innovations quickly while maintaining scalability and transparency of performance. The payment system updates are specifically designed to accommodate India-specific market requirements and customer preferences. According to PTI, the payment orchestration system allows the airline to do a lot of India specific innovations and will allow quick deployment of innovations.
According to PTI, the in-house internet booking engine will offer a faster and more responsive user interface compared to previous versions. The enhanced booking system is expected to provide improved user experience and streamlined booking processes for passengers. This technological advancement supports Air India's broader digital transformation strategy and customer service improvements.
