Air India has rolled out a major upgrade to its mobile application, introducing a host of new AI-powered and customer-centric capabilities aimed at making the travel experience more seamless, from flight booking and payments to baggage tracking, disruption assistance and airport services.
Designed and developed by the airline’s in-house digital teams, the revamped app brings together booking, loyalty management, airport services and AI-powered assistance on a single platform, reinforcing Air India’s digital transformation journey.
One-stop travel companion
The upgraded app now features an in-house booking engine with a faster and more intuitive interface, enabling travellers to search flights, make bookings and purchase ancillary services on a single platform.
Air India has also introduced an in-house payment orchestration platform that simplifies transactions while enabling the airline to offer personalised payment options and promotions.
Passengers affected by flight disruptions can now receive contextual support directly through the app, including assistance with hotel accommodation and transportation.
AI powers personalised travel
Air India Chief Digital and Technology Officer Dr. Satya Ramaswamy said the airline continues to build digital capabilities around customer needs.
“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 starts with understanding our guests’ needs and reducing the stress associated with travel,” he said.
The app’s AI.g virtual assistant, described by the airline as the world’s first generative AI-powered assistant for the airline industry, has already answered 26 million customer queries.
Another AI-powered feature, EZ Booking, can generate a complete travel itinerary from just a few words entered by customers.
Popular features get major enhancements
The app’s home screen has been redesigned to provide a personalised experience by displaying upcoming trips, boarding passes, travel offers and destination suggestions.
Its Flight Status feature, used more than 1.4 million times every month, now provides real-time flight updates, including details of the incoming aircraft assigned to operate the flight.
The airline said more than 220,000 passengers use the app’s DigiYatra integration every month for a faster airport experience.
The enhanced My Trips section allows customers to modify bookings, select seats and access meal preferences through a self-service interface.
Baggage tracking and offline access
Air India’s baggage tracking feature, used over 200,000 times each month, enables passengers to monitor checked baggage throughout the journey, including on codeshare and interline flights.
The app also supports locating delayed baggage using Apple AirTag and Google-compatible tracking devices.
Other additions include AEye Vision, which uses computer vision to retrieve travel information without manual data entry, and an enhanced notification system featuring the airline’s “Boarding Will Begin Shortly” alert.
Several key functions, including My Trips, Flight Status, baggage tracking and food & beverage menus, remain accessible even without internet connectivity.
Strong user adoption
Air India said the app has been downloaded nearly 17 million times globally and now serves more than 100,000 users daily.
The application has earned a 4.8-star rating on both the Apple App Store and Google Play Store in India and has achieved a Net Promoter Score (NPS) of +61, making it one of the highest-rated airline apps globally.