Air India becomes 1st Indian airline to offer customer support in 7 regional languages, ET TravelWorld

Aug 27 2024


Air India, India’s leading global airline, has introduced seven new languages to its round-the-clock customer support services. Customers may now opt for service in Bengali, Kannada, Malayalam, Marathi, Punjabi, Tamil and Telugu in addition to the existing Hindi and English.

As a country, India has incredible linguistic diversity and several dialects spoken across the length and the breadth of the country. By integrating these seven Indian languages, Air India aims to elevate customer experience and provide a more accessible experience for passengers who prefer to communicate in their native languages. The enhanced Indian language support reflects the airline’s vision of being a ‘global airline with an Indian heart’.

Air India’s IVR system will now automatically recognise the customer’s language preference based on user’s mobile network, eliminating the need to manually choose a language, and thus reducing the response time.

“The introduction of multilingual support in Indian languages marks a significant milestone in our transformation journey. By integrating these Indian languages into our customer support services, we are not only expanding our reach but also strengthening the relationship with our customers, ensuring that every interaction with Air India feels familiar and inclusive.” said Rajesh Dogra, Chief Customer Experience Officer, Air India

Recently, Air India has deployed five new contact centres, offering round-the-clock assistance to its customers worldwide with dedicated desks for premium and frequent flyers. Special assistance in Indian languages to Air India customers will be available from 0800 hrs to 2300 hrs IST, every day. In addition, the airline implemented a comprehensive back-office insourcing strategy to manage emails, social media, and chat support in-house which has significantly improved the quality and efficiency of customer support services.

Thomas Cook India & SOTC Travel launch customer self-service app to enhance post-booking experience

Thomas Cook (India) Limited and its Group Company, SOTC Travel, have launched a Customer Self-Service holiday app for iOS and Android. The app provides an end-to-end post-booking experience, offering features like comprehensive booking details, travel document access, and real-time updates. The app enjoys a strong customer adoption of 50 percent.

  • Published On Aug 27, 2024 at 07:34 PM IST

Join the community of 2M+ industry professionals

Subscribe to our newsletter to get latest insights & analysis.

Download ETTravelWorld App

  • Get Realtime updates
  • Save your favourite articles


Scan to download App




Source link

Travel Blog

Latest Articles

Vistara to make last flight today before Air India merger, netizens pour in feelings, ET TravelWorld

Private jet carbon emission up by 46 per cent, flyers emit 500x more than others, study estimates, ET TravelWorld

SpiceJet says to relaunch seaplane operations next year, ET TravelWorld

Discover the World, one Full Adventure at a Time!

Our Contacts

Email
Best Travel Theme

Elementor Demos

With Love Travel WordPress Theme you will have everything you need to create a memorable online presence. Start create your dream travel site today.