Air India Expands Customer Care Globally with Five New Contact Centres

Apr 13, 2024: Air India, the leading global airline of India, has launched five new contact centres worldwide, in collaboration with Concentrix and iEnergizer, to provide round-the-clock assistance to its customers. These centres, strategically located in Mumbai, Cairo, Kuala Lumpur, Noida, and Bengaluru, aim to enhance customer support services, with dedicated desks catering to premium and frequent flyers.

Partnering with Concentrix, headquartered in California, Air India has set up premium service centres in Mumbai, Cairo, and Kuala Lumpur, catering to the needs of its esteemed clientele. Additionally, the airline has engaged iEnergizer to operate contact centres in Noida and Bengaluru, focusing primarily on domestic inquiries.

With a renewed focus on customer satisfaction, Air India has introduced a dedicated premium desk exclusively tailored for its premium Frequent Flyer members, as well as business and first-class passengers. This personalized service aims to elevate the travel experience for these esteemed segments of passengers, reflecting Air India’s commitment to excellence.

Rajesh Dogra, Chief Customer Experience Officer at Air India, emphasized the airline’s dedication to providing comprehensive support to its customers, highlighting the expansion of contact centres as a significant step towards establishing Air India as a world-class global airline.

To further streamline customer support operations, Air India has invested in developing best-in-class technology infrastructure, including a new tech stack. The airline’s comprehensive back-office insourcing strategy manages emails, social media, and chat support internally, ensuring prompt assistance to valued customers.

Air India has also implemented a 24/7 grievance management desk to address customer queries and escalations promptly. A robust quality and training governance framework has been established to maintain best-in-class standards and enhance employee skills.

In addition to the contact centres, Air India recently launched its redesigned website and introduced AI.g, the airline industry’s first Generative AI chatbot. AI.g provides seamless accessibility on the website and WhatsApp, opening a new guest support channel and offering assistance across 1300+ travel-related topics, further enhancing the customer support experience.