Air India introduces iCoupon to enhance experience during disruption

It's part of a pilot phase for customers in three UK airports

Air India has announced it has recently introduced digital refreshment vouchers in collaboration with digital vouchering solution provider iCoupon, to aid disruption experiences for customers.

The carrier which has been working towards introducing cutting edge technology and solutions to enhance customer experience, said the initiative was launched as part of a pilot phase for passengers travelling to and from three major UK airports. These include 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 scan their boarding passes at participating outlets, to redeem against refreshments of their choice, for flight delays exceeding 120 minutes. 

Customers will be notified by text and email, alongside information with help and guidance on how and where to use their vouchers. 

Rajesh Dogra, chief customer experience officer of 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, added: “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.”