Air India, India’s leading global airline, has introduced a first-of-its-kind service to its round-the-clock customer support services, by adding seven Indian languages including Telugu, Tamil, Kannada, Malayalam, Marathi, Bengali, and Punjabi. Prior to this, Air India offered service support in Hindi, English, bringing the total number to nine.

As a country India has incredible linguistic diversity and several dialects spoken across the length and the breadth of the country. By integrating these seven Indian languages, Air India aims to elevate customer experience and provide a more accessible experience for passengers who prefer to communicate in their native languages. The enhanced Indian language support reflects the airline’s vision of being a ‘global airline with an Indian heart’. 

Air India’s IVR system will now automatically recognise the customer’s language preference based on user's mobile network, eliminating the need to manually choose a language, and thus reducing the response time.

“The introduction of multilingual support in Indian languages marks a significant milestone in our transformation journey. By integrating these Indian languages into our customer support services, we are not only expanding our reach but also strengthening the relationship with our customers, ensuring that every interaction with Air India feels familiar and inclusive.” said Rajesh Dogra, Chief Customer Experience Officer, Air India.

Recently, Air India has deployed five new contact centres, offering round-the-clock assistance to its customers worldwide with dedicated desks for premium and frequent flyers. Special assistance in Indian languages to Air India customers will be available from 0800 hrs to 2300 hrs IST, everyday. In addition, the airline implemented a comprehensive back-office insourcing strategy to manage emails, social media, and chat support in-house which has significantly improved the quality and efficiency of customer support services.