Air India has deployed additional resource, including help desks kiosks, at touchpoints and airports in order to ensure that Vistara customers have a smooth journey following the merger next week.
Air India and Vistara will merge on 11 November. Both are full-service carriers. The routes, schedules and Vistara’s in-flight service will remain unchanged after the merger.
Vistara will also be identified by an Air India four-digit code starting with the digit “2”.
The official in the knows said Air India deployed more resources across all touch points in India including help desks at the curbside, before terminal entry, at hubs airports and metro city airports.
“Customer support staff will wear ‘How may you assist me?’ The official added that “Air India x Vistara branded T-shirts will be available for support”. In due time, the Vistara airport check-in and ticketing terminals will be merged with Air India.
To make the ‘Mega Mahararaja’ a reality, TATA Sons and SIA have agreed to merge Air India and Vistara, with SIA also investing INR 20,585 million (USD 250 million) in Air India as part of the transaction. This would give SIA a 25,1 per cent stake in a consolidated Air India Group that has a significant market presence in all key segments. TATAs will own the remaining 74,9% stake.
In the past few months, more than 4.5million Vistara members have been transferred to Air India. Some people are concerned about whether Vistara customers will continue to receive the same service after the merger, as Air India is currently undergoing a transformation and has had some service issues recently.
Air India, owned by the Tata Group, has stressed that the Vistara brand will continue to exist post-merger. The integrated entity will have more than 200 planes and offer connectivity to 90 domestic as well as international destinations.
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