Air India Upgrades App With AI, Smarter Travel Tools

Air India has launched a significant upgrade to its mobile application, introducing a range of new features that are designed to make travel easier and give passengers more power over all aspects of their trip.

The redesigned app, built by the airline’s own digital teams, brings together flight booking, payments, airport services, baggage tracking, loyalty management, disruption help and AI-powered support all in one place. The launch is part of a larger digital transformation programme by Air India to improve customer experience.

One of the big updates is the introduction of Air India’s new in-house booking engine, which enables users to search for flights, book tickets and purchase ancillary services via a faster and more intuitive interface. The airline has also built its own in-house payment orchestration platform to streamline transactions and provide more personalised payment options.

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AI Enhancements:

The new app now has disruption support embedded directly in the home screen, meaning passengers affected by flight disruptions can quickly access information about hotel accommodation, transport and other assistance.

Commenting on the launch, Dr Satya Ramaswamy, Chief Digital and Technology Officer at Air India, said the mobile app is the airline’s main digital touchpoint to engage with guests. “Our mobile app is our flagship channel for engaging with guests and one of the more than 140 world-class digital systems deployed as part of Air India’s transformation journey. “Every capability we build begins with an empathetic understanding of our guests’ needs and reducing the stress often associated with travel,” he said. “The latest enhancements further simplify the travel experience- from booking and payments to airport processes and disruption support—while giving guests more transparency, convenience and control,” he added.

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In addition, the airline has reimagined the app’s home screen, which now presents upcoming trips, boarding passes, travel offers and destination suggestions in a more personalised and context-aware manner.

One of the most used features within the app, Flight Status, now records over 1.4 million uses each month, with real-time updates, including details of inbound aircraft. The company’s partnership with DigiYatra has been appreciated too, with over 220,000 passengers availing of the feature every month for seamless access to airports.

The enhanced My Trips section offers travellers the ability to manage bookings, choose seats, update meal preferences and change itineraries without the need to contact customer support.

Air India says the AI.g virtual assistant powered by generative AI has handled more than 26 million customer queries and is the first generative AI assistant launched by a global airline. There’s also an EZ Booking feature that can generate full travel itineraries from simple text prompts.