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New capabilities to boost utility and useability of Air India’s mobile
app
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In-house booking engine, payment platform enhances booking experience
GURUGRAM : Air India, India’s leading global
airline, has completed the rollout of a significant set of new capabilities on
its globally acclaimed mobile app, further strengthening its commitment to
delivering a seamless, customer-centric travel experience. Designed and
developed by Air India’s in-house digital teams, the reimagined app is built
around the evolving needs of travellers, helping them navigate every stage of
their journey with greater convenience and control.
By bringing together
booking, payments, airport services, disruption support, baggage tracking,
loyalty management and AI-powered assistance in a single digital platform, Air
India’s mobile app is now a one-stop travel companion designed to make journeys
more convenient, predictable and enjoyable. Some of the significant
capabilities rolled out in the revamped Air India mobile app include:
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An in-house booking engine that enriches the booking journey with an
intuitive, fast and responsive user interface to search flights, make bookings
and add ancillaries from the same platform.
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An in-house payment orchestration platform that eases the payment
experience and allows Air India to provide innovative offers to guests ensuring
a smoother checkout process.
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Disruption assistance by providing passengers support with hotel
accommodation and transportation assistance contextually from the Home screen.
Dr. Satya Ramaswamy, Chief
Digital and Technology Officer, Air India, said: "Our mobile app is our flagship channel
for engaging with guests and one of the 140-plus world-class digital systems
deployed as part of Air India's transformation journey. Every capability we
build starts with understanding our guests’ needs with empathy and reducing the
stress often associated with travel. The latest enhancements further simplify
the travel experience—from booking and payments to airport processes and
disruption support—while giving guests more transparency, convenience and
control. The strong appreciation we have received from our customers inspires
us to continue innovating and making the app even more valuable in the years
ahead."
These new capabilities join a rich set of existing popular features,
which have been significantly enhanced now
for a better guest experience from the App itself. Some of the key
enhanced features include:
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A personalised, context-aware
home screen presenting upcoming trip details, boarding passes, travel
offers and destination inspiration in a simple and visually engaging format.
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Customers can stay informed
through the highly popular Flight Status feature, used more than 1.4
million times each month, which provides real-time flight updates,
including information about the incoming aircraft operating the flight. The
app’s integration with DigiYatra continues to simplify airport journeys,
with over 220,000 customers using the feature every month to enjoy a
more seamless airport experience.
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The enhanced My Trips
section serves as a convenient self-service hub where travellers can manage
seats, modify bookings and access meal options with ease, reducing the need for
customer support intervention.
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Air India’s pioneering AI.g
virtual assistant, the first generative AI-powered assistant in the global
airline industry, continues to help customers with a wide range of travel
queries, with 26 million customer queries answered so far. Complementing it is
the EZ Booking capability, which can generate an entire travel itinerary
from a few words entered by the customer.
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Another customer favourite is
the app’s baggage tracking feature, used more than 200,000 times
every month. The feature allows travellers to monitor their checked baggage
across multiple milestones, including on codeshare and interline journeys, and
even supports locating delayed baggage through devices such as Apple AirTag and
Google-compatible trackers.
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Additional innovations include
AEye Vision™, which leverages computer vision technology to retrieve
travel information without manual data entry, a comprehensive notification
system featuring the exclusive and widely appreciated “Boarding Will Begin
Shortly” alert, and a dedicated Maharaja Club section that makes
managing loyalty programme benefits simple and convenient.
Some features like My Trips, Flight Status, Baggage Tracking, Food &
Beverage menu etc. are available even without connectivity with a unique
off-line capability.
Today, the app
enjoys a 4.8-star rating on both the
Apple App Store and Google Play Store in India, has been
downloaded nearly 17 million times
globally, serves over 100,000
users every day, and has achieved a Net Promoter Score (NPS) of +61 - making it one of the
highest-rated airline apps globally. The app has also received multiple
prestigious international awards.
Air India encourages all guests to download the app and experience a
more connected, informed and stress-free way to travel.
Apple App Store: https://r.airindia.com/h9aIP2
Google Play Store: https://r.airindia.com/h9aIo1