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February 24, 2024

Customer Centricity: The Success-Mantra for Vistara

Vistara, India’s five-star airline,

Vistara, India’s five-star airline

The aviation industry has witnessed innumerable ebbs and flows in the last couple of years. The entire ecosystem and many of the processes have gone through several changes; the most important one being the increased focus on safety and hygiene. Keeping up with the changing guidelines, customer expectations and enhanced hygiene standards, while offering a seamless and comfortable flying experience, has been a challenge for airlines across the globe. Vistara, India’s five-star airline, has been paving the path with distinguished innovations across all touchpoints to ensure safety along with a world-class flying experience to its customers.

A joint venture of two globally recognised and respected brands, Tata group and Singapore Airlines, Vistara has been consistently offering unparalleled services that not just meet but exceed customer expectations. Since inception, the airline has been synonymous with a luxurious flying experience.

During the pandemic, Vistara took several measures and introduced several processes in line with the government guidelines and social distancing norms to ensure safety of its customers and staff. Vistara kept a sharp focus on leveraging biometric technology for a seamless journey and was the first airline in India to introduce a touchless check-in and arrival experience for passengers. The airline also ensured row-wise staggered boarding and deboarding of the customers. Interactions between cabin crew and passengers have also been minimized to ensure maximum safety and social distancing. Additionally, recognising the crucial role of vaccination in the battle against COVID-19, Vistara took several initiatives and managed to get over 90% of its staff vaccinated with both doses. Vistara was also the first airline in India to operate flights with fully vaccinated cabin crew and pilots.

Every aspect of customer experience has been curated with utmost intricacy and intuitive thoughtfulness. A cutting-edge inflight entertainment system where passengers can enjoy a variety of content, ability to charge small Personal Electronic Devices (PEDs), Wi-Fi connectivity, the choice of three cabin classes including Premium Economy, and delectable onboard cuisine are only some of the highlights of ‘The Vistara Experience’. Additionally, the on-board service is delivered by Vistara cabin crew who have been trained to the exacting standards of Tata group and Singapore Airlines.

The strong preference for non-stop, direct connectivity amongst customers also gives Vistara a significant edge in the global aviation market as the airline introduced services to several destinations across the globe. Since the pandemic, Vistara has introduced direct long-haul flights to/from London Heathrow, Paris CDG and Frankfurt in addition to short-to-medium haul operations to/from Dubai, Doha, Dhaka, Sharjah and Male, as part of the respective travel bubble agreements. Within India, Vistara operates to and from 30 destinations across the country.

When it comes to comfort and luxury, Vistara has left no stone unturned. Vistara’s business class seats are plush, upholstered in premium genuine leather. They come in wide seatbacks, offering 41” or 63” of pitch (depending on the aircraft), extendable leg rest and footrest, and make the onboard experience truly a premium one each time one chooses to fly. The mood lighting in the aircraft complement the cabin ambience and music. Some on ground offerings include dedicated check-in counters at all airports, priority security screening/boarding, complimentary lounge access at Delhi Terminal 3 and other select eligible partner lounges in India. The airline has a fleet of 50 aircraft, including 39 Airbus A320, four Airbus A321neo, five Boeing 737-800NG, and two Boeing 787-9 Dreamliner aircraft.

Vistara has also launched various initiatives to meet specific needs of its passengers. Vistara introduced sanitary pads on board for the ease of its female passengers, a move that was lauded by stakeholders across the industry. The airline is the first in the world to assure an aisle or a window seat to solo women travelers and an on-request, complimentary arrival assistance at the destination. With its ‘Baby-On-Board’ service, it allows mothers travelling solo with infants an additional 7kgs of cabin or checked-in baggage, as per the convenience of the customer.

The airline takes special care in ensuring a hassle free and seamless flying experience to its customers, hence, is fast becoming synonymous to ‘premium air travel’ in market it operates in.

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