Air India has opened five new contact centers providing 24/7 support with special desks for premium and frequent flyers.
Air India, the top global airline from India, is stepping up its customer service game by adding seven new Indian languages to its 24/7 support.
Now, passengers can get help in Bengali, Kannada, Malayalam, Marathi, Punjabi, Tamil, and Telugu, alongside Hindi and English.
With India’s rich linguistic diversity, this move is set to make communication easier for many travelers. By incorporating these languages, Air India aims to offer a more personalized and accessible experience, reflecting its mission of being a “global airline with an Indian heart.”
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The airline’s new IVR system will automatically detect the customer’s language preference through their mobile network, cutting down the need for manual language selection and speeding up response times.
Rajesh Dogra, Air India’s Chief Customer Experience Officer, stated, “Adding these Indian languages is a key step in our transformation journey. It not only broadens our reach but also strengthens our bond with customers, making every interaction feel more familiar and inclusive.”
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To further improve customer service, Air India has recently set up five new contact centres offering round-the-clock assistance to customers worldwide, with special desks for premium and frequent flyers.
The support in Indian languages will be available daily from 8 AM to 11 PM IST. Additionally, the airline has brought its back-office operations in-house to handle emails, social media, and chat support, significantly boosting the quality and efficiency of its services.
