NEW DELHI: As India prepares for its biggest airline merger — Vistara into Air India — next Tuesday, both the Directorate General of Civil Aviation (DGCA) and the airline are busy ensuring that the same goes off without any impact on operational safety and without inconveniencing passenger, respectively. The regulator is learnt to be looking at the operational aspect of the merger as each airline has its own practices. AI, on its part, says it is taking “multiple steps to ensure a smooth on-ground experience for customers as Vistara merges with Air India on Nov 12.”
“In the first month after the merger, nearly 115,000 customers who had purchased Vistara tickets pre-merger are expected to fly on unified Air India. Post the merger, the experience offered by Vistara will continue for customers. Vistara aircraft will be operated by Air India and will be identified by a special four-digit Air India code beginning with the digit ‘2’. For instance, UK 955 will become AI 2955, helping customer identify them while booking on www.airindia.com after Nov 12,” AI said in a statement Wednesday.
The routes and schedule operated by Vistara will continue to be the same, alongside the Vistara in-flight experience for product and services. It will also be serviced by the same crew.
“Air India has deployed additional resources across touch points in India and is working closely with partner airports to undertake the following: Help desk kiosks at curbside, before terminal entry at hubs and metro city airports; deploy customer support staff wearing ‘how may I assist you?’; Air India x Vistara branded T-shirts for support; work with airport security to guide customers with old Vistara tickets to the nearest help desk or to Air India customer support staff,” AI statement said.
Progressively Vistara airport ticketing offices and check-in terminals will become Air India offices terminals. AI will put up this advisory on self-service kiosks: “for Vistara flights under code AI2, please select Air India for check-in starting Nov 12, 2024.” Customers calling the Vistara contact centre will be automatically directed to Air India representatives “who will ensure a seamless experience during this transition.”
Over the last few months, 2.7 lakh customers who had booked Vistara flights have migrated to Air India and been notified about the change. Over 45 lakh Vistara loyalty programme members are being migrated to Air India’s loyalty programme.
The unified Air India will offer connection to over 90 domestic and international destinations and over 800 more destinations through codeshare and interline partners.
“In the first month after the merger, nearly 115,000 customers who had purchased Vistara tickets pre-merger are expected to fly on unified Air India. Post the merger, the experience offered by Vistara will continue for customers. Vistara aircraft will be operated by Air India and will be identified by a special four-digit Air India code beginning with the digit ‘2’. For instance, UK 955 will become AI 2955, helping customer identify them while booking on www.airindia.com after Nov 12,” AI said in a statement Wednesday.
The routes and schedule operated by Vistara will continue to be the same, alongside the Vistara in-flight experience for product and services. It will also be serviced by the same crew.
“Air India has deployed additional resources across touch points in India and is working closely with partner airports to undertake the following: Help desk kiosks at curbside, before terminal entry at hubs and metro city airports; deploy customer support staff wearing ‘how may I assist you?’; Air India x Vistara branded T-shirts for support; work with airport security to guide customers with old Vistara tickets to the nearest help desk or to Air India customer support staff,” AI statement said.
Progressively Vistara airport ticketing offices and check-in terminals will become Air India offices terminals. AI will put up this advisory on self-service kiosks: “for Vistara flights under code AI2, please select Air India for check-in starting Nov 12, 2024.” Customers calling the Vistara contact centre will be automatically directed to Air India representatives “who will ensure a seamless experience during this transition.”
Over the last few months, 2.7 lakh customers who had booked Vistara flights have migrated to Air India and been notified about the change. Over 45 lakh Vistara loyalty programme members are being migrated to Air India’s loyalty programme.
The unified Air India will offer connection to over 90 domestic and international destinations and over 800 more destinations through codeshare and interline partners.
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