FLY91 embraces digital-only model, ditches call centre
AVIATION & AIRPORTS

FLY91 embraces digital-only model, ditches call centre

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.

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.

Next Story
Infrastructure Transport

Bengaluru-Chennai Expressway: 71-Km Stretch Opens for Toll-Free Travel

A 71-kilometer section of the Bengaluru-Chennai Expressway in Karnataka has been opened to the public, offering toll-free travel and significantly reducing travel time for commuters. Part of the larger 260-kilometer expressway connecting Bengaluru in Karnataka to Chennai in Tamil Nadu, this stretch has become a popular choice for recreational long drives. Once fully operational by August 2025, the expressway will cut travel time between Bengaluru and Chennai from six hours to just three, with a designed speed limit of 120 km/h. The project spans Karnataka, Andhra Pradesh, and Tamil Nadu, promi..

Next Story
Infrastructure Transport

DME Development Ltd Raises Rs 7.75 Billion via Green Bonds

DME Development Ltd (DMEDL), a wholly owned subsidiary of the National Highways Authority of India (NHAI), has raised Rs 7.75 billion through the first-ever issuance of Green Bonds in the roads and highways sector. The bonds aim to promote infrastructure development while ensuring environmental sustainability. NHAI Chairman Santosh Kumar Yadav expressed satisfaction with the response, stating, "This unique initiative sets a benchmark in the sector and encourages participation from diverse investors." Similarly, NHAI Member (Finance) and DMEDL Chairman NRVVMK Rajendra Kumar highlighted the str..

Next Story
Infrastructure Transport

Indore Assigns Rs 4.5 Billion for Road Development, Green Initiatives

The Indore Municipal Corporation (IMC) has approved Rs 4.5 billion for 23 road development projects aimed at improving urban infrastructure and promoting sustainable practices. The decision was taken during the mayor-in-council (MiC) meeting chaired by Mayor Pushyamitra Bhargava, alongside IMC Commissioner Shivam Verma and senior officials. The approved projects include the construction and widening of 23 major roads across the city, connecting key areas such as Bhagirathpura, Kila Maidan, and the airport. Additionally, 14 new roads aligned with Indore’s master plan were sanctioned, with de..

Hi There!

"Now get regular updates from CW Magazine on WhatsApp!

Join the CW WhatsApp channel for the latest news, industry events, expert insights, and project updates from the construction and infrastructure industry.

Click the link below to join"

+91 81086 03000