Air India Upgrades Mobile App With AI Features, In-House Booking and Smarter Self-Service

On July 16, Air India announced the rollout of significant enhancements to its mobile app, including in-house booking and payment platforms, AI-powered assistance, and enhanced self-service capabilities. This is a shift to making the customer’s journey even more seamless and convenient. Booking, payments, airport services, disruption support, baggage tracking, loyalty management, and AI-powered assistance are now in a single digital platform.

A Smarter Way To Book And Fly 

Now you can enjoy the benefit of an in-house booking engine with an intuitive, fast, and responsive user interface. This will ease your search and booking while also allowing you to add ancillaries from the same platform.

In addition, customers will now receive assured disruption assistance with hotel accommodation and transportation from the same home screen, customised to each individual's context. The payment experience will also be better with an in-house payment orchestration platform that will allow Air India to provide unique offers to its guests.

In addressing this new rollout, Satya Ramswamy, chief digital and technology officer, Air India, said, “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. 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.”

Enhanced Features That Put You In Control 

The home screen is personalised and context-aware and presents all the necessary details like upcoming trips, boarding passes, travel offers, and destination inspiration, all according to customer tastes, in a simple and visually engaging format. The Flight Status feature, used more than 1.4 million times each month, is already quite popular. The app integrates with DigiYatra, further simplifying the airport journey. Real-time flight updates, including information about incoming aircraft operating the flight, are just a fingertip away with this feature.

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Want to modify seats, booking, or access meal options with ease? The My Trips section does just that and more. This is a convenient self-service hub that reduces the need for customer support intervention. Another useful feature is baggage tracking, which is used more than 200,000 times every month. Monitor your checked-in baggage across multiple milestones, including on codeshare and interline journeys. The app even supports locating delayed baggage using devices like Apple AirTags and Google-compatible trackers.

Offline Access, AI Support, And More 

The in-app AI virtual assistant is the first generative AI-powered assistant in the global airline industry. With 26 million customer queries answered so far, it helps with a wide range of issues and complements the EZ Booking capability, which can generate travel itineraries with just a few words.

What’s more? The Eye Vision feature leverages computer vision technology to retrieve travel information without manual data entry. Your phone will receive the notification “Your boarding Will Begin Shortly” via your comprehensive notification system, so you can relax during your wait time. Moreover, a dedicated Maharaja Club section makes managing loyalty program benefits simple and convenient.

Features like My Trips, Flight Status, Baggage Tracking, and the Food and Beverage menu can also be accessed with a unique offline capability. The app, which has been downloaded nearly 17 million times globally, serves over 100,000 users every day and has also won multiple international awards, as Air India continues to improve their customer journey.

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