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Air India, India’s leading global airline, has been working towards introducing cutting edge technology and solutions to enhance customer experience. Recently the airline introduced digital refreshment vouchers in collaboration with iCoupon, a digital vouchering solutions provider, to address unintended disruptions.

This initiative was launched as part of a pilot phase for passengers travelling to and from three major UK airports: London Heathrow, London Gatwick, and Birmingham.

Using iCoupon technology, Air India can issue digital vouchers that are automatically linked to the barcode on the passengers’ boarding pass. Retailers at these UK airports can scan the boarding passes to redeem the vouchers, enhancing passenger convenience and providing a smoother experience during unintended disruptions.

Customers can simply scan their boarding passes at participating outlets, to redeem against refreshments of their choice, for flight delays exceeding 120 minutes. Customers will be notified on SMS and email, alongside help and guidance of how and where to use their vouchers.

Commenting on the launch, Rajesh Dogra, Chief Customer Experience Officer, Air India, said, “In a first-of-its-kind move by an Indian airline, our partnership with iCoupon aligns with our commitment to prioritise passenger satisfaction and convenience. We are continuously working towards enhancing customer-facing digital experiences to ensure a comfortable journey for our guests even when faced with unanticipated disruption.”

Richard Bye, CEO of iCoupon said, “Air India’s initiative to further enhance their passenger experience at what is usually a stressful period of time, is admirable and we’re very happy to welcome them to our fleet of airline partners around the world.”