Goa-based regional airline FLY91 is making waves with its innovative approach to customer service, operating without a traditional call centre. Seven months into operations, the carrier is focusing on being a "digital native" airline, diverting resources towards building advanced digital solutions rather than following industry norms.

“We deliberately chose to avoid setting up a call centre,” said Chief Technology Officer Prasanna Subramaniam in a recent interview. He highlighted the significant cost savings, which are being reinvested in digital applications to enhance customer interaction. Instead of a call centre, FLY91 relies on an automated bot for customer inquiries. Passengers requiring personalised assistance can leave their contact information, and the airline will call them back.

FLY91, which began operations on March 18 with two ATR 72-600 aircraft, currently operates 16 daily flights. When asked if FLY91 is the only Indian airline without a call centre, Subramaniam confirmed that there are no regulatory requirements mandating airlines to have one. “We studied companies without call centres and saw how they efficiently handle issues. Our aim is to reduce passenger problems and only call customers when absolutely necessary,” he explained.

Staying true to its disruptive philosophy, FLY91 is expanding its fleet and operations. The airline expects to induct its third aircraft this month, with plans to reach a fleet size of six by March 2025. As part of its growth strategy, the airline is in talks with international carriers to function as a last-mile connector for both domestic and international routes.

“We don't see ourselves as competitors. Instead, we aim to complement other airlines by bridging the final connectivity gaps,” Subramaniam added. FLY91’s current destinations include Pune, Bengaluru, Hyderabad, and Lakshadweep, with future plans for further expansion.