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CAPA Summit 2023: Air India Advocates For Data Sharing In Aviation Industry
In the last 14 months, the airline has taken a variety of steps to reactivate grounded aircraft, refurbish aircraft interiors, and enhance on-time performance
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Airlines, airports, online travel agencies (OTAs) and other aviation stakeholders must share data to ensure seamless end-to-end travel for passengers, Air India's Chief Customer Experience Officer Rajesh Dogra said while speaking at the CAPA India Aviation Summit 2023 on Wednesday.
“There was a weather-related delay in Delhi two days ago. We wished to communicate, but many people didn't get messages because their phone numbers were unavailable. (with the airline). I believe that sharing info is critical. We should work together and gather information,” Dogra said.
In general, OTAs do not disclose passenger contact information with airlines.
Dogra described the lack of data sharing as a “major challenge” with airlines struggling to reach out to passengers.
“I was at a conference where every airline claimed that OTAs do not share data and airports claimed that airlines do not share data. We are in discussions with OTAs. Imagine the scale of collaboration we can achieve if we can get contact numbers of passengers ahead of time,” he said.
When there is an imminent flight delay, gate change, or boarding announcement, the airline has difficulty reaching passengers, he added.
“We are experimenting with different methods of gathering passenger data,” he explained. If that is not possible, Air India will attempt to promote web check-in in order to access passenger information, or will try to obtain this data at the terminal's check-in counter, he added.
“There is no question that airports, airlines, online travel agencies, and other industry stakeholders must work together and share data. Otherwise, it will not result in the desired client experience,” he explained.
“We (Air India) want an app that assists passengers in navigating the airport and receiving notifications,” he said.
Tata Group assumed control of Air India in January last year after winning the bid in October 2021. In the last 14 months, the airline has taken a variety of steps to reactivate grounded aircraft, refurbish aircraft interiors, and enhance on-time performance.
“We are collaborating with airports to see how we can exchange data through application programming interfaces and other processes so that a passenger's journey is seamless from start to finish,” he added.