Air India rolls out significant enhancements to its mobile app to elevate customer experience

Air India has just unveiled a major upgrade to its mobile app, aiming to make it a true one-stop travel companion for passengers. Here are the highlights of the enhancements:

Key New Capabilities
- In-house booking engine: Faster, more intuitive flight search and booking with ancillaries integrated.
- Payment orchestration platform: Streamlined checkout with innovative offers for guests.
- Disruption assistance: Contextual support for hotel accommodation and transport directly from the home screen.

Enhanced Features
- Personalized home screen: Displays upcoming trips, boarding passes, offers, and destination inspiration.
- Flight Status: Real-time updates, used over 1.4 million times monthly.
- DigiYatra integration: Over 220,000 users benefit each month from smoother airport journeys.
- My Trips hub: Self-service for seat selection, booking modifications, and meal options.
- AI.g virtual assistant: Industry-first generative AI assistant, already handling 26 million queries.
- EZ Booking: Generates itineraries from just a few words entered.
- Baggage tracking: Used 200,000+ times monthly, supports AirTag and Google-compatible trackers.
- AEye Vision™: Computer vision tech to retrieve travel info without manual entry.
- Offline capability: Access My Trips, Flight Status, and more even without connectivity.

Customer Impact
- Nearly 17 million downloads globally.
- 100,000 daily users.
- 4.8-star rating on both Apple App Store and Google Play in India.
- Net Promoter Score (NPS) of +61, among the highest for airline apps worldwide.
- Multiple international awards recognizing its innovation.

Dr. Satya Ramaswamy, Air India’s Chief Digital & Technology Officer, emphasized that every enhancement is built with empathy for travelers, aiming to reduce stress and increase transparency, convenience, and control.