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By Nithyakala Neelakandan
Published on November 6, 2024
As Air India celebrates two years of its five-year transformation plan, Vihaan.AI, the airline marks significant strides in digital advancement and operational improvement. Launched in 2022, Vihaan.AI has been the foundation of Air India’s commitment to reinvent itself, focusing on five key areas: customer experience, operational excellence, talent development, industry leadership, and digital innovation. With the upcoming merger with Vistara scheduled for November 12, 2024, Air India is positioning itself as a major player in the global airline industry.
Over the past two years, Air India has invested $200 million in technological upgrades, led by Chief Digital and Technology Officer Dr. Satya Ramaswamy. This extensive overhaul includes a shift to cloud-based platforms, new applications, and a re-engineered website and mobile app, offering faster booking processes, real-time updates, and an overall more intuitive experience. A significant focus has been on upgrading the in-flight entertainment (IFE) systems to provide a more seamless, personalized experience that passengers can access via their own devices. This improvement aligns with Air India’s mission to standardize passenger experience across its varied fleet.
An AI-powered chatbot, AI.g, launched in May 2023, has revolutionized customer service by autonomously managing 97% of customer inquiries, drastically reducing wait times and improving response quality. Integrated across Air India’s website, app, and call centers, AI.g ensures 24/7 support, setting a new standard in customer service.
Air India has rapidly modernized its internal systems, deploying 140 technology solutions in just two years. This includes migrating core functions to cloud platforms for improved scalability and reliability. Enhanced tools for crew management, safety systems, and general operations have streamlined the airline’s day-to-day functions. The addition of mobile devices for pilots, cabin crew, and ground staff provides real-time access to critical information, boosting efficiency across operational tasks.
A major milestone in Air India’s transformation journey is the anticipated merger with Vistara, scheduled for November 2024. This merger is part of Tata Group’s strategic initiative to consolidate its aviation assets under one flagship brand. The integration has already seen over 270,000 Vistara passenger reservations and more than 4.5 million loyalty program members transferred to Air India’s digital systems. Once the merger is finalized, Air India’s network will exceed 700 daily flights, further expanding both its domestic and international reach.
Initially, Vistara’s flights will operate under the designation “AI2” and maintain their service standards, later transitioning fully to Air India’s flight codes.
Through strategic investment and technological modernization, Air India aims to solidify its reputation in a competitive global aviation market. The merger with Vistara and ongoing digital improvements underscore its ambition to offer a world-class experience for travelers. As the airline enters this new chapter, it continues to prioritize customer experience and operational efficiency, ensuring it is well-prepared to meet the demands of the modern traveler.
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By Manu Vardhan Kannan
Published on September 6, 2025
Akasa Air has strengthened its international operations by inaugrated its direct flight from Chennai to Abu Dhabi route with 6x weekly services. The flights, which began on 1st September, are now operating with enhanced frequency to meet growing travel demand.
This new route not only improves connectivity between Chennai and Abu Dhabi but also offers travellers the airline’s signature service at affordable fares. The route functions as a turnaround flight, with inbound and outbound operations at Abu Dhabi International Airport and a ground time of just two hours, ensuring efficiency and convenience.
This inaugral service reflects Akasa Air’s focus on expanding its global footprint and supporting seamless travel between India and the UAE. By offering more flight options, the airline continues to cater to both business and leisure travellers while reinforcing its reputation for reliability and customer-friendly service.
Published on September 4, 2025
Air India Express, India’s first international value carrier, has commenced direct operations from Ahmedabad and Chandigarh to Bengaluru, further strengthening its domestic network. Services from Dehradun to Bengaluru are also set to begin on 15 September.
The airline will now operate twice daily from Chandigarh to Bengaluru and increase Ahmedabad–Bengaluru flights to twice daily from 16 September. These routes expand Bengaluru’s role as the carrier’s largest domestic hub, offering wider connectivity for both leisure and business travellers across India and select international destinations.
The inaugural flight from Chandigarh, operated by a new Boeing aircraft featuring a livery inspired by Punjab’s traditional Phulkari textile, departed at 16:40 and arrived in Bengaluru at 19:40. Earlier in the day, the first Ahmedabad–Bengaluru service took off at 11:00. To mark the occasion, a commemorative event was held at Chandigarh Airport, where the first guest was presented with a special boarding pass.
Aloke Singh, Managing Director, Air India Express, said: “Our new routes from Ahmedabad, Chandigarh, and soon Dehradun to Bengaluru reflect our commitment to creating meaningful connections between state capitals and major metros. With thoughtfully curated fares including our cabin-bag only Xpress Lite fare, comfortable seats, hot meals onboard, and our unique ‘Tales of India’ aircraft liveries, we deliver a warm, distinctly Indian travel experience with every flight. This expansion is another step towards building our pan-India network serving leisure and business travellers with efficiency.”
The new flights also expand one-stop connections through Bengaluru. From Ahmedabad, travellers gain access to 26 domestic destinations and three international points, while passengers from Chandigarh can connect to 22 domestic destinations and Kathmandu. Bengaluru continues to remain the largest domestic hub for Air India Express, handling more than 405 weekly flights to 34 domestic destinations and three international cities.
The airline’s Tales of India initiative continues to celebrate India’s artistic heritage, with over 50 unique aircraft tail designs. Additionally, travellers booking on these routes can access “Xpress Holidays,” the airline’s platform offering curated travel packages with flights, accommodation, transport, and activities.
With these additions, Air India Express strengthens its network strategy of enhancing point-to-point travel while also supporting wider connectivity through its Bengaluru hub.
Published on September 3, 2025
Emirates, the world’s largest international airline, has completed 25 years of operations in Chennai, a key hub in its South India network. Since launching its first flight on 1 September 2000, the airline has carried more than 10.7 million passengers on over 38,000 flights between Dubai and Chennai.
The milestone celebration was joined by Chief Minister of Tamil Nadu, M.K. Stalin, while Chennai International Airport commemorated the occasion with a water cannon salute for the arrival of EK544.
Mohammad Sarhan, Vice President, Emirates – India and Nepal, said, “We are delighted to celebrate 25 years of service to Chennai and connecting its people to our global network. We would like to thank M.K Stalin, Chief Minister of Tamil Nadu, for joining us in our celebration, marking an important partnership that has grown from strength to strength over the years. The unwavering support of the authorities and all local stakeholders has been invaluable to the success of our operations and we extend our sincere gratitude on the occasion.”
Over the past two and a half decades, Emirates has enhanced Chennai’s global connectivity by providing access to its network across six continents. The airline has enabled businesses to expand into new markets and supported demand from business travellers, leisure passengers, and the visiting friends and relatives segment. Popular destinations for passengers from Chennai include New York, San Francisco, Chicago, Washington D.C., Dallas, Boston, Seattle, Paris, London, Manchester, and Frankfurt.
Emirates also carries significant inbound traffic into Chennai, particularly from Kuwait and North America. On the cargo front, Emirates SkyCargo has played a vital role in trade, transporting high-value and time-sensitive commodities such as fresh produce, pharmaceuticals, electronics, and engineering goods. In the last financial year alone, it uplifted 19,300 tonnes of cargo from Chennai, creating export opportunities for local farmers, manufacturers, and businesses.
Travellers continue to experience Emirates’ signature Fly Better service, featuring fully enclosed First Class suites, direct aisle access in Business Class, and award-winning inflight entertainment with over 6,500 channels. The airline also offers regionally inspired cuisine, including vegan options, paired with curated wine and beverage selections.
As Emirates celebrates 25 years in Chennai, it reaffirmed its commitment to strengthening global connectivity, supporting industries, and contributing to the city’s role as a vital gateway for South India.
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