As Air India prepares for its upcoming merger with Vistara on November 12, 2024, the airline has introduced a series of customer-focused measures aimed at ensuring a smooth transition for passengers.
Following the merger, Vistara’s current routes, flight schedules, and in-flight services will remain consistent, operated by the same crew members. In the first month after the merger, around 115,000 passengers who purchased Vistara tickets before the integration will be flying under the unified Air India brand.
Vistara flights will adopt new Air India four-digit flight codes starting with “2,” with, for example, UK 955 being updated to AI 2955. These changes will be reflected on Air India’s booking platform from November 12 onward.
To support customers during the transition, Air India is deploying additional staff at major airports across the country. These support teams, wearing co-branded “How may I assist you?” t-shirts, will be stationed at help desks near terminal entrances to assist passengers holding Vistara tickets and direct them to check-in points or customer service counters.
Vistara’s airport ticketing and check-in areas will be gradually rebranded under Air India’s name. Notices at self-service kiosks will inform travelers with AI2-coded flights to check in using Air India’s system.
For international travelers, clearly marked signage and additional support staff will be present at key points to guide passengers. Calls to Vistara’s customer service center will automatically redirect to Air India representatives to maintain seamless assistance.
Over the past few months, 270,000 Vistara customers have been informed about the shift, and over 4.5 million members of Vistara’s loyalty program are being integrated into Air India’s loyalty system to preserve their benefits.
