Air India to Implement System to Inform Passengers of Flight Status, Delays, And Changes

In internal communication, Air India, an Indian full-service carrier owned by Tata Sons, stated that it will implement a new system to proactively alert fliers about changes or delays in flight schedules, as well as establish a coordination team to address airport-specific issues.

After reviewing block times, airport connecting times, aircraft, and crew rotations, the airline identified several areas for improvement in order to improve overall performance.

Air India CEO and Managing Director Campbell Wilson stated in an internal communication that the airline would seek airport slots to carry out the improvements.

While acknowledging that the airline is unlikely to receive all of the slot changes it desires this season, he stated that “now that we know what we want, we can progressively refine season by season.”

Air India, which had an 8.4 per cent of domestic market share in July, will also establish an airport/hub control/regional control coordination team to better understand airport-specific issues.

The airline’s airport operations teams, according to the communication, are working closely with ground handling partners across the network to improve governance and performance.

“… we are acquiring better customer-facing systems to proactively alert fliers of schedule changes or delays in advance, and enable them to self-change flights where relevant,” it noted.

It also stated that seven scenarios now trigger advanced customer notifications and that it’s IT and customer experience teams are hard at work to fully deploy these new systems in the coming months.

Notably, Tatas acquired Air India in January of this year.