Air India Express, AirAsia India focus on common check-in systems after unified reservations


After the successful launch of their unified reservation system, Air India’s subsidiary airlines – Air India Express And Air Asia India – are now focusing on a phased transition to common airport check-in systems in all international terminals in India, followed by the overseas network.

The unified customer interface of Air India Express and AirAsia India witnessed a surge in visitors within days of the platform’s launch, contributing more than 25 percent to international flight revenue on its first day.

Nearly half of bookings on originate from international markets, with Dubai being the largest source of traffic and other major international traffic sources being Abu Dhabi, Doha, Sharjah and Singapore. Domestic traffic and bookings on the platform originate from metro markets such as Bengaluru, Delhi and Mumbai, reflecting AirAsia India’s domestic network and hubs.

Flyers from both airlines now log in, book and manage reservations for both Air India Express and AirAsia India flights on the unified website, launched as a milestone in the integration of the two airlines.

The new website is built on the platform of the website developed by AirAsia India Tata Consulting Services with the support of Tata Digital and offers a significantly improved booking, support and travel experience for Air India Express customers from its historic platform.

The launch of the new website was made possible by the migration to a common reservation and check-in system, which now unites the entire commercial ecosystem of the two airlines.

As part of the integration, brand communications and support have also moved to common social media handles on Twitter, Facebook, Instagram and YouTube. Online reputation management tools indicate that the integrated social media handles have the highest social reputation score of any Indian airline, driven by the faster response and resolution times and tremendous positive sentiment and user experience feedback from the new website and support channels.

With a unified sustainability strategy, the website also offers flyers the opportunity to offset their carbon footprint by planting a tree for every booking, with a geo-location tagged URN certificate.

Commenting on the integrated platform, Aloke Singh, Managing Director of Air India Express and AirAsia India said: “The first phase of the integration of Air India Express and AirAsia India has been robustly executed in record time. We have successfully migrated to modern technology from the legacy systems that were dominant. This migration has been achieved by leveraging the existing strengths of AirAsia India with additional implementation of relevant technical solutions. We are working to add even more unique features and integrated service which will deliver an enhanced experience and strengthen our position in the minds of customers.”

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