Air India Enhances Customer Experience with the Introduction of iCoupon During Disruptions

Air India has announced the introduction of digital refreshment vouchers in partnership with digital vouchering solution provider iCoupon to improve customer experience during disruptions. This initiative, currently in its pilot phase, is available to passengers traveling to and from three major UK airports: London Heathrow, London Gatwick, and Birmingham.

Leveraging iCoupon technology, Air India can issue digital vouchers that are automatically linked to the barcode on passengers' boarding passes. Retailers at these UK airports can then scan the boarding passes to redeem the vouchers, offering enhanced passenger convenience and a smoother experience during unintended disruptions.

For flight delays exceeding 120 minutes, passengers can redeem their vouchers for refreshments by simply scanning their boarding passes at participating outlets. Customers will receive notifications via text and email, including guidance on how and where to use their vouchers.

Rajesh Dogra, Chief Customer Experience Officer of Air India, stated, “In a first-of-its-kind move by an Indian airline, our partnership with iCoupon aligns with our commitment to prioritising passenger satisfaction and convenience. We are continuously working towards enhancing customer-facing digital experiences to ensure a comfortable journey for our guests even when faced with unanticipated disruptions.”

Richard Bye, CEO of iCoupon, added, “Air India’s initiative to further enhance their passenger experience during what is usually a stressful period is admirable, and we’re very happy to welcome them to our fleet of airline partners around the world.”

This innovative approach underscores Air India’s dedication to utilising cutting-edge technology and solutions to enhance the overall customer experience.