New Delhi, October 14, 2024: Goa-based regional airline FLY91 is making waves in the aviation industry by adopting a unique approach to customer service — eliminating the need for a traditional call centre. The airline’s Chief Technology Officer, Prasanna Subramaniam, recently confirmed this unconventional practice in an interview with PTI, explaining that this decision aligns with their vision of being a “digital native” company.
FLY91, which began operations in March 2023, has opted to embrace digital solutions, investing in automated systems and mobile apps to handle customer interactions rather than relying on traditional call centres. Subramaniam noted that this strategy not only saves costs but also enhances the airline’s ability to innovate. “We consciously wanted to go down that path (of not having a call centre)…,” he said, emphasizing their goal to disrupt industry norms with cutting-edge technology.
A new approach to customer service
In place of a call centre, FLY91 has introduced an automated bot to handle customer queries. The system is designed to efficiently address common concerns while minimizing human intervention. However, for passengers who prefer speaking to a representative, the airline offers a callback option. Passengers can leave their contact details, and a customer service representative will reach out to them, ensuring that personal assistance is available when needed, despite the absence of a traditional call centre.
This approach highlights FLY91’s commitment to providing efficient service while leveraging technology to reduce operational costs and streamline processes. The savings from not running a call centre have been redirected into developing new digital apps, further enhancing the customer experience and aligning with the company’s digital-first vision.
Expansion and strategic partnerships
Since its launch on March 18, 2023, FLY91 has operated with two ATR 72-600 aircraft, primarily serving regional routes. The airline is set to expand its fleet this month with the addition of a third plane, and it plans to grow its fleet to six aircraft by March 2025 according to the reports published in financialexpress.com.
In addition to expanding its fleet, FLY91 is exploring partnerships with foreign carriers. Rather than positioning itself as a direct competitor to larger airlines, the company is focusing on becoming a last-mile connector, complementing the services of international carriers and strengthening its presence in regional markets.
FLY91’s approach to aviation, with its emphasis on digital innovation and strategic partnerships, is setting it apart in the industry. By redefining customer service and focusing on cost-efficient, technology-driven solutions, the airline is carving out a niche in the competitive Indian aviation sector. As it continues to expand, FLY91’s call center-free model could signal a broader shift in how airlines engage with passengers in the digital age.
