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
Real Estate

Dharavi Rising

Dharavi, Asia’s largest informal settlement, stands on the cusp of a historic transformation. With an ambitious urban renewal project finally taking shape, millions of residents are looking ahead with hope. But delivering a project of this scale brings immense challenges – from land acquisition to rehabilitate ineligible residents outside Dharavi and rehabilitation to infrastructure development. It also requires balancing commercial goals with deep-rooted social impact. At the helm is SVR Srinivas, IAS, CEO & Officer on Special Duty, Dharavi Redevelopment Project (DRP), Government..

Next Story
Real Estate

MLDL Records 20.4% Growth in Pre-Sales

Mahindra Lifespace Developers Limited (MLDL), the real estate and infrastructure development arm of the Mahindra Group, announced its financial results for the quarter ended March 31, 2025. In line with INDAS 115, the company recognises revenues using the completion of contract method. Key highlights FY25: Consolidated sales (Residential and IC&IC) of Rs 32.99 billion. Gross development value (GDV) additions in FY25 were Rs 1.81 trillion compared to Rs 440 billion in FY24 (~4x growth). Residential pre-sales of Rs 28.04 billion in FY25, reflecting 20.4% growth o..

Next Story
Infrastructure Transport

UCSL Delivers India's First Green Cargo Vessel to Norway

In a landmark achievement for Indian shipbuilding and the Atma Nirbhar Bharat initiative, Udupi Cochin Shipyard Limited (UCSL), a subsidiary of Cochin Shipyard Limited (CSL), has delivered the first of six next-generation green cargo vessels to Norway-based Wilson Ship Management AS, Europe’s largest short-sea shipping operator. The 3,800 DWT vessel, named Wilson Eco 1, was handed over during a ceremony at New Mangalore Port. The delivery is part of a Rs 5.06 billion project supported by Norway’s green maritime funding programme, marking India's entry into the European eco-friendly ca..

Advertisement

Advertisement

Subscribe to Our Newsletter

Get daily newsletters around different themes from Construction world.

STAY CONNECTED

Advertisement

Advertisement

Advertisement

Advertisement

Talk to us?