Air India
Air India rolls out significant enhancements to its mobile app to elevate customer experience
Tata Group-owned Air India has rolled out a major upgrade to its award-winning mobile app, introducing a host of new features aimed at making travel more seamless, convenient and personalised.
Designed and developed by Air India's in-house digital teams, the revamped app is built around the evolving needs of travellers, offering an integrated platform that supports every stage of the journey—from booking and payments to airport services, baggage tracking, loyalty management and AI-powered assistance.
The airline said the app now serves as a comprehensive digital travel companion, bringing together booking, payment, disruption support, airport services and customer assistance in a single platform.
Among the key new capabilities are:
An in-house booking engine featuring a faster, more intuitive interface that allows customers to search flights, make bookings and add ancillary services from a single platform.
An in-house payment orchestration platform that simplifies transactions while enabling Air India to offer personalised deals and a smoother checkout experience.
Integrated disruption assistance, providing contextual support for hotel accommodation and transportation directly from the app's home screen during travel disruptions.
"Our mobile app is our flagship channel for engaging with guests and one of the more than 140 world-class digital systems deployed as part of Air India's transformation journey," said Satya Ramaswamy, Chief Digital and Technology Officer, Air India.
"Every capability we build starts with understanding our guests' needs with empathy and reducing the stress often associated with travel. The latest enhancements further simplify the travel experience—from booking and payments to airport processes and disruption support—while giving guests more transparency, convenience and control," he added.
The update also enhances several existing features that have become popular among travellers.
The app now offers a personalised, context-aware home screen displaying upcoming trips, boarding passes, travel offers and destination recommendations.
Its Flight Status feature, used more than 1.4 million times every month, provides real-time updates, including information about the incoming aircraft operating the flight.
Integration with DigiYatra continues to streamline airport travel, with over 220,000 passengers using the feature every month for a faster airport experience.
The enhanced My Trips section enables travellers to modify bookings, select seats and manage meal preferences through a self-service interface, reducing the need for customer support.
Air India's AI.g virtual assistant—the airline's generative AI-powered travel assistant—has answered more than 26 million customer queries to date. The app also features EZ Booking, which can generate an entire travel itinerary from a few words entered by the user.
Another widely used feature is baggage tracking, accessed more than 200,000 times each month. The service allows passengers to monitor checked baggage throughout the journey, including on codeshare and interline flights, and supports tracking through devices such as Apple AirTag and Google-compatible trackers.
Additional capabilities include AEye Vision, which uses computer vision technology to retrieve travel information without manual data entry, a comprehensive notification system featuring the "Boarding Will Begin Shortly" alert, and a dedicated Maharaja Club section for managing loyalty programme benefits.
Several features—including My Trips, Flight Status, Baggage Tracking and the Food & Beverage menu—can also be accessed offline, allowing travellers to use the app even without an internet connection.
According to the airline, the app currently holds a 4.8-star rating on both the Apple App Store and Google Play Store in India. It has been downloaded nearly 17 million times worldwide, serves more than 100,000 daily active users, and has achieved a Net Promoter Score (NPS) of +61, making it one of the highest-rated airline apps globally.
Air India said the app has also won several international awards and encouraged customers to download the latest version for a more connected, informed and hassle-free travel experience.
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