AIR INDIA AUGMENTS CUSTOMER CARE WITH 5 NEW CENTRES GLOBALLY
Partners with Concentrix and iEnergizer to provide 24/7 assistance for customers with dedicated desks for premium and frequent flyers
Air India, India’s leading global airline, has deployed five new contact centres, offering round-the-clock assistance to its customers worldwide.
It has partnered with Concentrix, a California-headquartered customer engagement firm, to manage premium services from centres in Mumbai, Cairo, and Kuala Lumpur. The airline has also signed up iEnergizer, to operate contact centres in Noida and Bengaluru, focusing on domestic inquiries.
Air India has recently introduced a premium desk exclusively tailored for its premium Frequent Flyer members, as well as business and first-class guests. The dedicated service offers personalised assistance, further enhancing the overall travel experience for these esteemed segments of passengers. Investing in developing best-in-class technology infrastructure, including a new tech stack, the airline aims to streamline customer support operations and enhance efficiency.
“Our customers are at the core of our operations. The enhancement and expansion of the contact centres is a testimony to Air India’s commitment to providing comprehensive support to our customers and is a step towards building Air India into a world-class global airline,” Rajesh Dogra, Chief Customer Experience Officer, Air India, said during the launch of the Mumbai centre.
Air India has implemented a comprehensive back-office insourcing strategy to manage emails, social media, and chat support internally to effectively assist our valued customers. A 24/7 grievance management desk promptly addresses all customer queries, escalations and provides round-the-clock support. A robust quality and training governance framework has also been established to ensure that the employees adhere to best-in-class standards and enhance their skills.
Recently Air India launched its redesigned website and airline industry’s first Generative AI chatbot- AI.g. The chatbot provides seamless accessibility on the website as well as on WhatsApp opening a new guest support channel, helping travellers to ask questions across 1300+ travel-related topics.
You might also like
Avis India offers hassle-free access to self-drive cars
Customers can now benefit from free doorstep delivery and collection of self-drive cars with Avis India Underlining its commitment to providing safe, reliable, and comfortable transportation solutions, Avis India offers
ECKO Hotels & Resorts Strengthens National Presence with 12 New Properties Across Iconic Indian Destinations
ECKO Hotels & Resorts, a quickly expanding new age brand in the Indian Hospitality space, has announced the opening of additional multiple locations. The brand that launched in April 2025
Charging for check-in baggage could have adversely impacted demand
The government has rightly rejected the proposal of airlines to charge for check-in baggage, as it could have adversely impacted demand for air travel. Union Ministry of Civil Aviation recently
