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Global carrier Air India has taken significant measures to improve the travel experience of its premium customers. As part of its Vihaan.AI program, a five-year transformation plan, the airline has expanded its lounge network, both domestically and internationally. The goal is to provide its high-end flyers with the best possible services and amenities during their journey.
In India, Air India has increased its lounge access coverage from 16 to 26 airports, which includes partnering with lounges at airports in Dibrugarh, Indore, Jammu, Lucknow, Madurai, Mangalore, Nagpur, Patna, Srinagar, and Vadodara. Moreover, the airline has also collaborated with food courts in airports where lounges are unavailable. As a result, Air India’s premium guests can now enjoy lounge or food court services in 37 airports across India.
Outside of India, Air India has achieved 100 per cent lounge access coverage for its premium travellers at all 41 destinations in its international route network. The airline has partnered with available premium lounges at multiple airports, including the Swissport Lounge in Chicago, SAS Lounge in New York-Newark Liberty, Japan Airlines’ Sakura Lounge in Tokyo Narita, Singapore Airlines’ SilverKris Lounge in Bangkok, and Balaka Executive Lounge in Dhaka.
The report by Collinson highlights a significant shift in consumer perception, with 76 per cent of Asia Pacific respondents valuing brand experiences as crucial as products or services. This reflects the preferences of the customers seeking hyper-personalisation. The research also reveals a rising appeal for travel-related rewards in loyalty programs, with 90 per cent of consumers interested, notably in Vietnam, Malaysia, Thailand, India, and China.
Air India also has its signature lounges at Delhi’s Indira Gandhi International Airport at Terminal 3 and at John F Kennedy International Airport in New York. It is important to note that these lounge services are available to guests flying First or Business Class, eligible members of Air India’s frequent flyer program, Flying Returns, and to those of other Star Alliance member airlines.
Commenting on the development, Rajesh Dogra, Chief Customer Experience & Ground Handling Officer, Air India, said, “The expansion of our lounge network is an important step in our ongoing efforts to enhance premium offerings as a full-service carrier, and in so doing, build greater loyalty among guests. We are happy to be able to offer this experience at nearly all airports that we operate in India and abroad. Further, we will also be enhancing our signature lounge experience at Delhi and New York Airports, wherein major modernisation work will be commencing soon.”
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