The routes and schedule operated by Vistara will continue to be the same, alongside the Vistara in-flight experience that includes the product and services. It will also be serviced by the same crew.
Air India is undertaking multiple steps to ensure a smooth on-ground experience for customers as Vistara merges with Air India on November 12, 2024.
In the first month after the merger, nearly 115,000 customers who had purchased Vistara tickets pre-merger are expected to fly on unified Air India.
Post the merger, the experience offered by Vistara will continue for customers. Vistara aircraft will be operated by Air India and will be identified by a special four-digit Air India code beginning with the digit “2”.
For instance, UK 955 will become AI 2955, helping customer identify them while booking on Air India’s website after November 12.
The routes and schedule operated by Vistara will continue to be the same, alongside the Vistara in-flight experience that includes the product and services. It will also be serviced by the same crew.
Air India has taken several steps to ensure a smooth transition for customers following its integration with Vistara. Additional resources have been deployed at key touchpoints across India, with customer help desk kiosks set up at the curbside before terminal entry at hubs and metro city airports. Air India has also deployed customer support staff wearing “How may I assist you?” Air India x Vistara branded t-shirts to offer assistance.
These staff members will work closely with airport security to direct passengers holding old Vistara tickets to the nearest help desk or Air India customer support. Over time, Vistara’s airport ticketing offices and check-in terminals will gradually transition to Air India.
To guide customers, advisory notices will be placed on self-service kiosks, informing passengers on Vistara flights (under code AI2) to select Air India for check-in starting from November 12, 2024.
At international airports, customer support staff in the same branded t-shirts will be available to assist, and clear signage and directions will be provided near the check-in desks to help passengers navigate the changes smoothly.
Additionally, customers calling the Vistara contact centre will be automatically directed to Air India representatives, who will ensure a seamless experience during this transition.
Over the last few months, 270,000 customers who had booked Vistara flights have been migrated to Air India and have been notified about the change. Further, over 4.5 million Vistara loyalty programme members are being migrated to Air India’s loyalty programme.
