Air India digitalises its feedback mechanism to boost customer participation in its new initiatives


Air India’s new NPS adoption marks a significant shift from paper-based feedback system to an advanced digitalized interface, reinforcing its commitment to embrace technology to create customer delight.

NEW DELHI – Air India said that its new, digitalised customer feedback mechanism has received over 140,000 responses in three months, as it continues to enhance its consumer experience across the board. The Net Promoter Score (NPS)-based customer feedback mechanism was adopted in March 2023.

With this digital initiative, Air India has established a comprehensive system to draw customer participation in its ongoing transformation, which enables it to enhance customer experience based on their active feedback.

“The ‘new’ Air India is all about the positive changes that our customers around the world would like to see in their favourite airline, and NPS helps us to move forward in that direction to deliver long-term and sustained improvements. We are overwhelmed by the huge participation from our customers, which shows the trust and love they have for Air India. This brings new energy to our ongoing transformation programme, Vihaan.AI, and we are delighted to have our customers on board with us in these exciting times,” said Rajesh Dogra, Chief Customer Experience & Ground Handling Officer, Air India.

Air India’s new NPS adoption marks a significant shift from paper-based feedback system to an advanced digitalized interface, reinforcing its commitment to embrace technology to create customer delight. The platform identifies key parameters that influence customer satisfaction at every touchpoint, whether on ground, on board, or post-flight experiences, effectively capturing customers’ sentiments.

Air India remains committed to achieving excellence in its products and services, and the customer will remain at the centre of all new initiatives.

Air India Express Recruit 816 Cabin Crew Members in a Year in Joint Efforts with AirAsia India

Also, Air India Express (AIXL), in collaboration with AirAsia India, have successfully recruited over 800 trainee cabin crew members in the past year. These dedicated individuals were carefully selected through a series of walk-in recruitment drives conducted across the country, encompassing metro cities and small towns over the course of just one year, the airlines said. The sheer size of recruitment demonstrates the airline’s large-scale transformation and also signifies a significant milestone in the ongoing process of merging AirAsia India with Air India Express. The recruits will serve as the new faces of Air India Express to deliver exceptional service to the guests on board.

The induction process, which started in June 2022, commenced with a rigorous selection procedure, attracting a diverse pool of candidates. Professionals from Air India Express and AirAsia India jointly conducted walk-in drives in various cities, including Imphal, Guwahati, Kolkata, Surat, Ahmedabad, Bhopal, Jaipur, Amritsar, Chandigarh, Dehradun, New Delhi, Mumbai, Chennai, Hyderabad, Thiruvananthapuram, Mangalore, Kozhikode, Kochi, Tiruchirappalli, and Bangalore.

Following the selection process, a significant number of trainees underwent comprehensive training at Air India Express’ Mumbai facility, leveraging the combined expertise of both airlines. The training program encompassed a wide range of subjects, including emergency procedures, first aid, firefighting, and security protocols, while equipping the trainees with essential skills such as customer service, effective communication, and conflict resolution. This collaboration between Air India Express and AirAsia India in the training program ensures the development of a highly skilled and proficient cabin crew ready to provide exceptional service to guests, the airlines said.

Alongside the induction of cabin crew members, Air India Express has also strengthened its pilot roster by welcoming over 280 pilots during this period. This is further demonstration of the airline’s effort to enhance its team across various departments, to ensure smooth experience for its passengers, alongside its growing operations.