On November 12, 2024, Air India, India’s flag carrier, will finalize its long-anticipated merger with Vistara, transforming the landscape of India’s aviation industry. This strategic integration signifies a bold step towards creating a unified, world-class airline offering enhanced connectivity, unparalleled service, and expanded benefits for loyal customers of both brands. In anticipation of the merger, Air India has initiated a range of steps to provide a smooth transition for Vistara customers, ensuring a consistent experience and continuity of the high standards that both airlines uphold. Here, we dive into what travellers can expect in the months ahead.
Seamless Transition for Vistara Customers
Following the merger, approximately 115,000 passengers who purchased tickets on Vistara flights will be seamlessly accommodated within the unified Air India network. The experience that Vistara customers have come to appreciate will remain intact, as Air India plans to preserve Vistara’s service quality, crew, and in-flight offerings. Vistara’s existing flight numbers will be updated to reflect Air India’s four-digit code, with the prefix “2” indicating Vistara flights. For example, UK 955 will become AI 2955 post-merger, making it easier for customers to recognize and book these flights on Air India’s official website.
The routes and schedules that Vistara currently operates will continue as planned, with no immediate changes for travellers. Air India has made it clear that Vistara’s legacy of exceptional service, including its in-flight meals and friendly crew, will remain part of the experience. From check-in to landing, Vistara’s distinctive touch will be carried forward under the Air India brand.
Enhanced Airport Assistance for Travelers
To make the transition as smooth as possible for travellers, Air India has deployed additional resources at key airports across India. To facilitate this, the airline will offer the following support mechanisms:
- Help Desk Kiosks: Located at curbside locations and before terminal entry at hubs and metro airports, these kiosks will assist passengers with any questions regarding the transition.
- Customer Support Staff in Co-branded Uniforms: Teams wearing Air India x Vistara branded t-shirts that read “How may I assist you?” will be available at major touchpoints, providing guidance and assistance to passengers who may be unfamiliar with the new protocols.
- Airport Security Coordination: Air India has collaborated with airport security personnel to help customers holding Vistara tickets navigate to the nearest help desk or Air India support station.
- Rebranding of Ticketing Offices and Check-in Terminals: Vistara airport ticketing offices and check-in counters will gradually be rebranded as Air India facilities, with comprehensive advisory signage to keep passengers informed.
- Self-Service Kiosks: Travelers will be reminded to select “Air India” for Vistara flights under the new AI2 code, ensuring that check-ins are quick and efficient.
International Airport Support
At international terminals, Air India’s dedicated customer support staff will also be available to assist. Signage and informational materials will be strategically placed near check-in desks to guide passengers through the rebranding process, ensuring a seamless experience from the moment they arrive at the airport.
Enhanced Contact Center Support
To provide uninterrupted service, Air India has also streamlined its contact centre operations for Vistara customers. Starting November 12, all calls to Vistara’s contact centre will automatically route to Air India’s representatives. This integration ensures that Vistara’s loyal customers receive the support they need, delivered with the same expertise they have come to expect.
In the lead-up to the merger, Air India has proactively reached out to more than 270,000 Vistara passengers, notifying them of their upcoming journey under the Air India banner. Additionally, the 4.5 million members of Vistara’s loyalty program will be smoothly transitioned into Air India’s loyalty ecosystem, offering expanded benefits and rewards.
Expanded Connectivity and Loyalty Benefits
The unified Air India now provides access to an expansive network of 90 domestic and international destinations, supplemented by codeshare and interline agreements with other global airlines. Vistara customers will now enjoy a new array of destinations, including popular routes in North America, Europe, and Asia, with over 800 additional destinations reachable through partner airlines.
Vistara’s loyalty program members stand to gain from this merger, as their points will be honoured in Air India’s loyalty program. This integration brings added value to frequent flyers, who will now have more options to redeem points on an expanded range of destinations and services. With access to a broader network, loyalty program members will have even more ways to accumulate and use their rewards, making travel more rewarding than ever before.
Upgraded Fleet and Enhanced In-flight Experience
As part of its commitment to customer satisfaction, Air India is investing in substantial upgrades to its fleet. This includes the recent acquisition of six Airbus A350 wide-body aircraft, which now operate long-haul routes such as Delhi-London and Delhi-New York. Additionally, the retrofit program for the A320neo narrow-body aircraft is well underway, with the first aircraft already dispatched for refurbishment. The retrofit plan aims to modernize 27 narrow-body aircraft, with an expected completion date of mid-2025.
New Cabin Features
The refurbished A320neo fleet will feature:
- 8 Business Class Seats: Designed for luxury, these seats will provide a superior in-flight experience for passengers seeking comfort and privacy.
- 24 Premium Economy Seats: These seats offer extra legroom for an enhanced travel experience.
- 132 Economy Seats: Comfort-focused seating with features tailored to today’s tech-savvy travellers, including USB ports with Type A and C charging options for mobile devices and laptops.
Other cabin enhancements include subtle lighting adjustments, improved seat pitch, and refreshments to upholstery and cabin decor to create an inviting atmosphere. These updates reflect Air India’s dedication to offering a top-notch in-flight experience.
Superior Onboard Amenities for Discerning Travelers
Air India has gone a step further to enhance the in-flight ambience, ensuring passengers experience an enjoyable journey regardless of class. The upgrades include portable electronic device holders, USB charging stations, and refreshed cabin interiors. With these improvements, travellers can stay connected and comfortable, catering to the demands of both business and leisure passengers.
Additionally, Air India is extending Vistara’s popular in-flight catering service across its flights, providing delicious, high-quality meals that reflect both Indian and international cuisine. With these enhancements, Air India ensures that its customers will enjoy a culinary experience on par with Vistara’s established reputation.
Future Prospects: A Modernized, Customer-Centric Airline
Air India’s commitment to modernization is not limited to aircraft interiors. The airline is implementing a multi-year overhaul across its operations, aimed at improving all aspects of customer service. The merger with Vistara represents just one phase of this transformation, which aims to make Air India a world-class carrier synonymous with excellence.
For Air India, this merger marks a significant step towards becoming a leader in global aviation. With expanded routes, upgraded aircraft, and a customer-centric approach, Air India’s future is filled with opportunities. As it embarks on this new journey, Air India is poised to offer Indian travellers an airline that truly represents the spirit of India on a global stage.
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