Air India has taken a significant step towards enhancing its customer service by adding support for seven additional Indian languages: Bengali, Kannada, Malayalam, Marathi, Punjabi, Tamil, and Telugu. This strategic move, alongside existing Hindi and English options, aims to cater to India’s diverse linguistic landscape, ensuring passengers can communicate comfortably in their native tongues.
This initiative underscores Air India’s commitment to being a ‘global airline with an Indian heart,’ fostering inclusivity and connecting with customers on a cultural level. To streamline the experience, Air India’s Interactive Voice Response (IVR) system now features automatic language detection based on the user’s mobile network, eliminating the need for manual language selection and boosting response efficiency.
Further demonstrating its commitment to superior service, Air India has launched five new 24/7 contact centers globally, equipped with dedicated desks for premium and frequent flyers. These centers offer specialized assistance in Indian languages from 8:00 AM to 11:00 PM IST daily, ensuring comprehensive support for a wide range of customer needs.
To further bolster service quality, Air India has insourced back-office functions, including managing emails, social media interactions, and chat support. This move ensures more efficient and higher-quality customer service operations.
By integrating these enhancements, Air India is not only improving customer satisfaction but also reinforcing its position as a leading global airline that remains deeply rooted in its Indian identity.
