Jazeera Airways partners with Tata Consultancy Services to power AI-led transformation

TCS will reimagine the carrier's digital experience

Tata Consultancy Services has partnered with Jazeera Airways, Kuwait’s leading low-cost carrier, to drive the next phase of its digital transformation. 

The airline that serves more than 60 destinations aims to unlock new revenue streams and enhance its digital channels with hyper-personalised customer experiences, to position itself at the "forefront of innovation and customer-centric transformation in the aviation sector".

TCS will lead this transformation looking at the airline’s website, native mobile applications, and AI-powered conversational chatbot. 

Its solutions will feature a set of integrated digital applications designed to deliver faster, more contextual, and connected interactions. 

This includes a retail-driven ancillary platform, an intelligent offer engine to drive upsell and cross-sell opportunities, a ‘Customer 360° Insights Hub’ to enable personalisation at scale and a generative AI-powered digital assistant to support customers across platforms.

The project will also introduce a unified multi-currency payment gateway and targeted promotional engine to boost direct bookings. 

Finally, there are also plans for a tailored group booking platform.

Barathan Pasupathi, chief executive officer of Jazeera Airways, said: “Jazeera Airways is laying the foundation for a new era of transformation with strategic focus on enhancing passenger experience. At the heart of our vision is a seamless, customer-centric travel experience. 

"We are pleased to partner with TCS as we embark on this phase of our digital growth. Together, we are building a future-ready platform that aligns with our growth aspirations, customer centric strategy, and commitment to operational excellence.” 

K Krithivasan, chief executive officer and managing director of TCS, said: "We are pleased to partner with Jazeera Airways in building a future-ready digital foundation that supports their growth strategy. 

"By combining our expertise in aviation with our capabilities in agentic AI, engineering practices, and AI-native solutions, TCS will enable the development of intelligent, intuitive, and scalable digital channels for the airlines. 

He addd: "This partnership reflects our commitment to helping global enterprises perpetually adapt to the evolving business landscape, leverage technology for sustainable growth, and unlock new opportunities."

These innovations are said to be "core" to Jazeera’s ambition to triple its passenger capacity and significantly grow direct digital revenues by 2029. 

It will also support smarter recognition of repeat customers, enable seamless online group bookings, and enhance the airline’s Net Promoter Score (NPS).