Air India's Boeing 787 Dreamliners. Photo: Air India Air India has launched significant upgrades to its mobile app to improve the passenger experience.
According to the company, the app has been downloaded nearly 17 million times worldwide, with more than 100,000 users daily. The company said the app currently has a 4.8-star rating on both the Apple App Store and Google Play in India.
Designed and developed by Air India's in-house digital teams, the revamped app is based on the evolving needs of passengers and aims to help passengers manage every step of their journey, from flight planning and booking to airport services and dealing with disruptions.
Internal booking engine: Improves the flight booking process through a fast, intuitive and responsive interface that allows you to search for flights, make reservations and add ancillary services from the same platform.
Internal Payments Platform: Simplifies the payment process and enables Air India to offer passengers innovative deals and offers, while creating a smoother purchasing process.
Disruption Assistance: Provides travelers with tailored support in the event of flight disruptions, including assistance in finding accommodations and transportation directly from the home screen.
A personal, smart home screen: Displays upcoming trip details, boarding passes, travel suggestions, and destination inspiration in a simple and attractive way.
Flight Status: One of the most popular features in the app, used more than 1.4 million times per month, the service provides real-time updates on flight status, including information on the aircraft expected to operate it.
Integration with DigiYatra: Continues to simplify the airport transit experience, with more than 220,000 passengers using the service each month to enjoy a smoother and faster process.
My Trips area: An enhanced self-service center that allows passengers to easily manage seats, change reservations and select meal options, reducing the need to contact customer service.
AI.g Virtual Assistant: The world's first generative AI-based virtual assistant in the aviation industry, continues to assist passengers with a wide range of questions. To date, it has answered 26 million customer inquiries.
Baggage Tracking: A popular feature used more than 200,000 times per month, it allows travelers to track their bags as they travel, including on codeshare and connecting flights between different airlines, and even helps locate delayed luggage using devices like Apple AirTag and Google-compatible trackers.
Air India's Chief Digital and Technology Officer, Satya Ramaswamy: Our mobile app is our flagship channel for engaging with guests and one of the 140-plus world-class digital systems deployed as part of Air India's transformation journey. Every capability we build starts with understanding our guests’ needs with empathy and reducing the stress often associated with travel. The latest enhancements further simplify the travel experience—from booking and payments to airport processes and disruption support—while giving guests more transparency, convenience and control. The strong appreciation we have received from our customers inspires us to continue innovating and making the app even more valuable in the years ahead.