The countdown has officially started for the merger between Vistara and Air India, which will affect 115,000 passengers in the first month after the merger. India’s national carrier has announced several measures to facilitate a smooth transition as Vistara integrates with Air India on November 12.
Key Changes:
Unified Operations:
After the merger, all Vistara flights will operate under the Air India brand, using a new four-digit Air India code that starts with the number ‘2’. For instance, UK 955 will be rebranded as AI 2955, making it easier for passengers to recognize their flights when booking after November 12.
Vistara’s routes and schedules will remain unchanged, and the in-flight experience, including products and services, will stay the same. The same crew will continue to serve the flights.
Historical Context:
Vistara, a full-service airline, was established in 2013 as a collaboration between Tata Sons and Singapore Airlines, launching its operations on January 9, 2015. In 2022, the Tata Group took over Air India from the Indian government, paving the way for this merger.
Passenger Experience:
Additional Resources:
Air India has increased resources at various touchpoints across India and is collaborating closely with partner airports to ensure a smooth experience for travelers.
Help desk kiosks will be available curbside, prior to terminal entry at major hubs and metro city airports, and additional customer support staff will be on hand to assist passengers. Support staff will wear branded t-shirts that say ‘How may I assist you?’ featuring both Air India and Vistara logos.
Vistara airport ticketing offices and check-in terminals will gradually transition to become Air India offices and terminals.
Passengers who call the Vistara contact center will be seamlessly directed to Air India representatives.
Customer Notifications:
In recent months, 270,000 customers with Vistara flight bookings have been transitioned to Air India and informed about the change.
Moreover, over 4.5 million members of the Vistara loyalty program are being integrated into Air India’s loyalty program.
Future Outlook:
This merger represents a major consolidation in the Indian aviation sector, with the goal of providing improved services under the unified Air India brand. Passengers can look forward to a consistent and familiar experience while enjoying the benefits of the streamlined operations of a larger, more efficient airline.
