Kuwait-based Jazeera Airways has launched the first phase of a Customer Experience (CX) and Feedback Intelligence Platform, in partnership with LitmusWorld, marking a major step forward in its digital transformation journey.
CX Platform Built on Enhanced Passenger Service Systems
This new platform is strategically integrated with the airline’s recently upgraded Passenger Service Systems (PSS). It’s designed to elevate the overall travel experience by enhancing passenger engagement and improving service quality through real-time feedback mechanisms.
Dynamic, Real-Time Feedback Through NPS Integration
At the core of this initiative is a digital-first Net Promoter Score
(NPS) system. This allows Jazeera Airways to collect immediate passenger feedback at key moments, such as flight booking and online check-in, enabling proactive service improvements.
Full Rollout with Advanced Capabilities Expected Later This Year
The first phase lays the foundation for a broader rollout scheduled for later in the year. Future modules will bring expanded features and deeper insights to further strengthen Jazeera’s customer satisfaction strategies and service recovery processes.
Powerful Features for Enhanced Customer Insights
The platform includes:
- Contextual, touchpoint-based surveys
- Multi-channel engagement options
- Real-time NPS monitoring
- Executive-level dashboards
These tools empower teams to monitor sentiment, resolve issues quickly, and identify brand advocates in real time.
Strategic Partnership: LitmusWorld Enters Middle East Aviation
This collaboration marks LitmusWorld’s entry into the Middle East aviation market, as it joins forces with Jazeera to set new standards in passenger experience.
Leadership Perspectives on the CX Vision
Barathan Pasupathi, CEO of Jazeera Airways, emphasized the growing strategic value of customer feedback, stating:
“Customer feedback is no longer just a metric–it’s the compass guiding our commitment to delivering exceptional travel experiences.”
He also noted that early results from the rollout are promising and that future enhancements will further deepen passenger engagement.
Sandip Sen, CEO of LitmusWorld, added:
“The early success of Phase 1 is just the beginning. Together, we’re building a scalable platform that delivers richer insights and faster recovery.”
