Air India boosts customer service with 5 new global centres
AVIATION & AIRPORTS

Air India boosts customer service with 5 new global centres

Air India officials stated that they had deployed five new contact centres to provide round-the-clock assistance to their customers globally.

They mentioned that the airline had partnered with Concentrix, a customer engagement firm based in California, to oversee premium services from centres in Mumbai, Cairo, and Kuala Lumpur.

Additionally, they noted that the airline had enlisted iEnergizer to operate contact centres in Noida and Bengaluru, focusing on domestic inquiries. They added that Air India had recently introduced a premium desk exclusively tailored for its premium Frequent Flyer members, as well as business and first-class guests.

They explained that the dedicated service offered personalized assistance, further enhancing the overall travel experience for these esteemed segments of passengers. They stated that by investing in developing best-in-class technology infrastructure, including a new tech stack, the airline aimed to streamline customer support operations and enhance efficiency.

Rajesh Dogra, Chief Customer Experience Officer at Air India, mentioned during the launch of the Mumbai centre that their customers were at the core of their operations. He expressed that the enhancement and expansion of the contact centres were a testimony to Air India's commitment to providing comprehensive support to their customers and were a step towards building Air India into a world-class global airline.

They mentioned that the airline had implemented a comprehensive back-office insourcing strategy to manage emails, social media, and chat support internally to effectively assist their valued customers. They added that a 24/7 grievance management desk promptly addressed all customer queries, escalations, and provided round-the-clock support.

Air India officials stated that they had deployed five new contact centres to provide round-the-clock assistance to their customers globally. They mentioned that the airline had partnered with Concentrix, a customer engagement firm based in California, to oversee premium services from centres in Mumbai, Cairo, and Kuala Lumpur. Additionally, they noted that the airline had enlisted iEnergizer to operate contact centres in Noida and Bengaluru, focusing on domestic inquiries. They added that Air India had recently introduced a premium desk exclusively tailored for its premium Frequent Flyer members, as well as business and first-class guests. They explained that the dedicated service offered personalized assistance, further enhancing the overall travel experience for these esteemed segments of passengers. They stated that by investing in developing best-in-class technology infrastructure, including a new tech stack, the airline aimed to streamline customer support operations and enhance efficiency. Rajesh Dogra, Chief Customer Experience Officer at Air India, mentioned during the launch of the Mumbai centre that their customers were at the core of their operations. He expressed that the enhancement and expansion of the contact centres were a testimony to Air India's commitment to providing comprehensive support to their customers and were a step towards building Air India into a world-class global airline. They mentioned that the airline had implemented a comprehensive back-office insourcing strategy to manage emails, social media, and chat support internally to effectively assist their valued customers. They added that a 24/7 grievance management desk promptly addressed all customer queries, escalations, and provided round-the-clock support.

Next Story
Infrastructure Transport

More Foreign Flights for Goa

Experts stress the need for international air service agreements to attract more foreign flights to Goa, enhancing the region's connectivity and tourism. Goa, a popular tourist destination, requires expanded international flight options to meet the growing demand from global travellers. Despite having modern airport infrastructure, the state is underutilised due to the lack of comprehensive bilateral air service agreements.

Currently, Goa's primary airport, Dabolim, and the newly operational Mopa Airport, have the capacity to handle increased air traffic. However, the absence of suffic..

Next Story
Infrastructure Transport

Thomas Cook India Highlights High Airfares

In a recent statement, Thomas Cook India's Chairman, Madhavan Menon, sheds light on the persistent challenge of high airfares gripping the aviation industry. As travel demand gradually rebounds post-pandemic, the issue of exorbitant airfares has emerged as a significant concern for both travellers and industry stakeholders. Menon's remarks underline the need for urgent attention and collaborative efforts to address this pressing issue.

The resurgence of travel in the wake of easing restrictions has been met with a surge in airfare prices, posing a considerable obstacle for travellers s..

Next Story
Infrastructure Transport

Mumbai Airport Welcomes 4.36 Million Passengers

Mumbai Airport, one of India's busiest aviation hubs, experienced a notable surge in passenger traffic in April 2024. According to recent reports, the airport handled an impressive 4.36 million passengers during the month, reflecting a substantial increase in air travel activity. This surge in passenger numbers underscores the gradual recovery of the aviation sector following the challenges posed by the COVID-19 pandemic.

The surge in passenger traffic at Mumbai Airport can be attributed to various factors, including relaxed travel restrictions, increased vaccination rates, and pent-up..

Hi There!

Now get regular updates from CW Magazine on WhatsApp!

Click on link below, message us with a simple hi, and SAVE our number

You will have subscribed to our Construction News on Whatsapp! Enjoy

+91 81086 03000

Join us Telegram