Amid challenges such as skyrocketing fuel costs, ESG concerns and further pandemic risks, one airline is digitalizing to weather turbulence better

During the past two years of closed borders and air travel restrictions, carriers have used the lull to retool and transform. One example is Air India: it has a fleet of 117 aircraft, and in addition to a broad domestic network, the carrier occupies a unique international footprint ranging across geographies, including North America, Europe, and the Middle East.

Taking a major step towards transforming customer experience and operational effectiveness through the adoption of advanced technology solutions, the carrier’s new owners, Tata Group have moved away from a legacy travel technology solution and partnered another tech vendor to revitalize functions ranging from revenue management, revenue accounting, retailing, merchandising, website, mobile and frequent flyer program management.

The initial cutover to the digital platform took place in late May and a mid-term roadmap has been agreed upon to support the airline’s ongoing transformation. The airline’s Chief Commercial Officer, Nipun Aggarwal, said: “In line with the vision laid out by the Tata Group Chairman, Mr N Chandrasekeran, to make Air India a World Class Airline, we are adopting several cutting-edge technology solutions to transform Air India’s customer experience.”

The abovementioned platform is to deliver a modern and efficient reservations solution to customers and travel partners, as well to enhance the carrier’s operational efficiency.

Said Cyril Tetaz, an Executive Vice President of the passenger service systems division of air travel technology provider, Amadeus: “We are honored to be the technology partner for Air India as the carrier undergoes an ambitious transformation. India is an important market for Amadeus and we have our second largest R&D center located there. This will enable close innovation with Air India.”

The move is expected to help the airline save an estimated US$116m over the next few years.