TBM Staff - Mumbai
Air India is implementing a series of customer-focused initiatives as it merges with Vistara on November 12, 2024. With the integration, over 115,000 customers holding Vistara tickets are expected to travel under the unified Air India brand in the first month post-merger. To maintain continuity, Vistara flights will be operated by Air India but will retain a distinct four-digit flight code starting with “2” (e.g., UK 955 will now be AI 2955). This will ensure a familiar booking and in-flight experience for customers, who will continue to enjoy Vistara’s products, services, and cabin crew.
To support passengers through this transition, Air India has set up additional resources across key airports in India, including help desks, support kiosks, and personnel wearing “How may I assist you?” branded T-shirts for easy identification. Airport security and self-service kiosks are also updated to guide customers with Vistara tickets towards Air India check-ins. International terminals will have additional information placed near check-in counters, and customers calling Vistara’s contact center will be seamlessly redirected to Air India support.
In line with the merger, Air India is welcoming over 4.5 million Vistara loyalty members to its loyalty program and offering customers extensive connectivity to over 90 domestic and international destinations. With codeshare and interline partnerships, passengers will have access to more than 800 additional routes. Upgrades to Air India’s narrowbody fleet include new aircraft deliveries and retrofit programs, with all legacy narrowbody planes expected to feature modern interiors and advanced amenities by mid-2025. The new A320neo aircraft will boast a mix of Business, Premium Economy, and Economy seating, offering varied options for travellers.
Air India’s fleet enhancement includes six A350 aircraft already servicing routes between Delhi, London, and New York. The refurbished A320neo promises an elevated inflight experience with premium seating, refreshed interiors, and features like USB charging options, device holders, and modern lighting. These advancements reflect Air India’s commitment to providing an upgraded, seamless experience to its expanded customer base, catering to today’s evolving travel demands and solidifying its position as a global airline.
