FLY91 embraces digital-only model, ditches call centre

15 Oct 2024 CW Team

“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.

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.

Infrastructure Urban

13 Oct 2025

Daikin Boosts Haryana’s Innovation Push with Rs 10 billion R&D Plan

Japanese multinational Daikin Industries has committed an investment of Rs 10 billion to set up a new research and development centre in Haryana. The proposed facility will focus on advanced technologies and sustainable industrial solutions, marking a significant boost to the state’s innovation and industrial ecosystem. The announcement follows the signing of a Memorandum of Understanding (MoU) in Osaka, Japan, during a visit by a Haryana government delegation held from October 6 to 8. The MoU was signed by Amit Kumar Agrawal, Commissioner and Secretary, Industries and Commerce Department, ..

Building Material

13 Oct 2025

Lloyds Metals to Build Rs 250 billion Steel Plant in Gadchiroli

Lloyds Metals & Energy Limited (LMEL) has announced an investment of Rs 250 billion aimed at transforming Gadchiroli in Maharashtra from a region once associated with the red corridor into a key industrial and growth hub. The company’s plans are centred on establishing an integrated steel production ecosystem, which will contribute significantly to regional development and employment. As part of its expansion strategy, LMEL is setting up a 4.5-million-tonne blast furnace in Gadchiroli, scheduled for completion by 2027–28, along with another 1.2-million-tonne facility in Chandrapur by 2029..

Infrastructure Urban

13 Oct 2025

UPI Crosses 500 Million Users, Fuels MSME and Digital Growth

The Unified Payments Interface (UPI) has achieved a new milestone, surpassing 500 million consumers and 65 million merchants across India. The platform, developed by the National Payments Corporation of India (NPCI), has expanded its reach to nearly 99 percent of the country’s pin codes, underlining its deep penetration into both urban and rural markets. According to a report by NPCI and the Boston Consulting Group (BCG) launched during the Global Fintech Fest 2025, UPI has evolved from being a digital payments mechanism into a key enabler of financial inclusion and small business growth. I..