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.

Related Stories

Gold Stories

Next Story
Infrastructure Energy

Asian Energy Services Q1 FY27 PAT Rises 129 Per Cent

Asian Energy Services Limited reported a 129 per cent year-on-year rise in net profit to Rs 128 million for Q1 FY27, compared with the corresponding quarter last year.Revenue increased 135 per cent year-on-year to Rs 2.71 billion, supported by continued momentum across its services business, disciplined execution and contributions from domestic and international operations. EBITDA grew 81 per cent year-on-year during the quarter.As of June 30, 2026, the company’s standalone order book stood at Rs 17.54 billion, with around 60 per cent coming from oil and gas services and 40 per cent from min..

Next Story
Infrastructure Urban

BioBTX to Build First Commercial-Scale Circular Chemicals Plant

Dutch circular chemistry technology developer BioBTX is building what it says will be the world’s first commercial-scale plant to convert mixed plastic waste into high-quality aromatic chemicals using its proprietary Integrated Catalytic Cracking Process (ICCP) technology.The facility will be built at Chemical Park Delfzijl on the northern coast of the Netherlands and is expected to create 35 jobs. Covestro, which has been a shareholder and strategic partner of BioBTX since 2024, holds a mid-single-digit million-euro investment in the company.BioBTX’s ICCP technology uses catalytic pyrolys..

Next Story
Real Estate

Awfis Q1 FY27 PAT Jumps 140% as Revenue Rises 27%

Awfis Space Solutions reported a 140 per cent year-on-year rise in consolidated profit after tax (PAT) to Rs 240 million for Q1 FY27, compared with Rs 100 million in the corresponding quarter last year.Revenue from operations increased 27 per cent to Rs 4.25 billion from Rs 3.35 billion, while EBITDA rose 28 per cent to Rs 1.62 billion. EBITDA margin improved to 38.2 per cent from 37.8 per cent. Profit before tax increased 135 per cent to Rs 240 million.The company's co-working business recorded 27 per cent year-on-year growth, supported by demand from enterprises, Global Capability Centres (G..

Advertisement

Subscribe to Our Newsletter

Get daily newsletters around different themes from Construction world.

STAY CONNECTED

Advertisement