In a bid to elevate the passenger experience in periods of disruption, Air India has partnered with iCoupon.
The airline has launched a pilot phase, leveraging the intelligent vouchering platform’s technology, to trial digital refreshment vouchers for passengers travelling to and from three major UK airports: London Heathrow, London Gatwick, and Birmingham.
This innovative technology enables the airline to seamlessly issue digital vouchers through passenger boarding passes, allowing them to effortlessly redeem vouchers at participating outlets. During the trial phase, this will be available for passengers with flight delays over 2 hours. Relevant travellers will be alerted via text and email along with guidance on participating stores and how to redeem the voucher.
Describing the significance of the launch, Rajesh Dogra, Chief Customer Experience Officer, Air India, said,
“In a first-of-its-kind move by an Indian airline, our partnership with iCoupon aligns with our commitment to prioritise passenger satisfaction and convenience. We are continuously working towards enhancing customer-facing digital experiences to ensure a comfortable journey for our guests even when faced with unanticipated disruption.”
Richard Bye, CEO, iCoupon said:
“Air India’s initiative to further enhance their passenger experience at what is usually a stressful period of time, is admirable and we’re very happy to welcome them to our fleet of airline partners around the world.”
With passengers expecting airlines to protect them from the adverse effects of disruption, the management of unforeseen delays can be crucial for maintaining customer satisfaction. Disruption can therefore present an opportunity for airlines to leave a lasting impression on passengers. Book your ticket for World Aviation Festival in October to join the IROPS Summit.
For more on disruption see:
- Southwest fined $140m for neglecting customers during disruption
- IROPs: Protecting passengers from the adversities of disruption with AirAsia
