Air India Drives Digital Transformation and Prepares for Vis

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Air India Drives Digital Transformation and Prepares for Vistara Merger

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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Etihad and Vietnam Airlines Announce New Codeshare and Loyalty Partnership

By Manu Vardhan Kannan

Published on November 23, 2025

Etihad Airways and Vietnam Airlines have taken their partnership forward with the launch of a new codeshare agreement. This move builds on Etihad’s recently introduced Abu Dhabi–Hanoi service, creating smoother travel options between the UAE and Vietnam.

With this partnership, Etihad guests can now book onward journeys to major domestic destinations in Vietnam as well as popular cities across Asia, all on a single ticket. Travellers also benefit from one check-in and automatic baggage transfer, making Abu Dhabi an easy connection point to the Middle East, Europe, and Africa.

Arik De, Chief Revenue and Commercial Officer, Etihad Airways, said: "This partnership with Vietnam Airlines delivers significant value to our guests by unlocking access to some of Asia's most dynamic and popular destinations. Our new Abu Dhabi-Hanoi service has been warmly received, and this codeshare agreement transforms it into a gateway to Vietnam's most exciting cities. Combined with our frequent flyer partnership, which enables loyalty members of both airlines to earn and redeem miles across our combined global networks, this collaboration underscores our commitment to providing our guests with greater flexibility, broader reach, and superior travel experiences."

From Vietnam Airlines’ perspective, this collaboration builds on the Memorandum of Understanding signed earlier. Nguyen Quang Trung, Director of Corporate Planning and Development, Vietnam Airlines, said: “Vietnam Airlines is pleased to advance our partnership with Etihad Airways through this new codeshare agreement, following the Memorandum of Understanding signed in 2024. The collaboration offers seamless access to Etihad’s network across the Middle East, Europe, and Africa, while allowing more travellers to experience Vietnam Airlines’ signature warmth and hospitality. Together with our expanded frequent-flyer partnership, this agreement enhances convenience, broadens destination choices, and strengthens tourism and economic ties between Vietnam and the UAE.”

The rollout of the codeshare will take place in phases. As it expands, passengers of Vietnam Airlines will gain access to six destinations beyond Abu Dhabi, Athens, Addis Ababa, Bahrain, Muscat, Cairo, and Istanbul, opening up a wider network across the Middle East, Europe, and Africa through Etihad’s strong connectivity.

Etihad and Vietnam Airlines already have a frequent flyer partnership in place. Launched in July 2025, it allows Etihad Guest and Lotus Miles members to earn and redeem miles across both airlines’ networks. This loyalty integration adds more value to the newly announced codeshare, giving travellers broader options and smoother travel experiences.