Air India and Vistara will officially merge, marking a major milestone in India’s aviation industry, on Tuesday (November 12). Air India has assured customers of a smooth, seamless transition as it takes over operations, while maintaining the quality and service that Vistara passengers have come to expect. Here’s what travelers can look forward to during this transition.
Following the merger, Vistara flights will be operated under Air India and will carry a unique four-digit Air India code beginning with “2.” For instance, flight UK 955 will be rebranded as AI 2955, helping customers easily identify Vistara-operated flights on the Air India website starting November 12.
“On ground and everywhere else, enjoy the unified Air India experience delivered by the combined team that opens up limitless possibilities to expand your world,” Air India said on its website.
What will happen to my existing booking with Vistara?
Starting November 12, 2024, all Vistara operations will be transferred to and managed by Air India. As a result, your Vistara flight will be operated by Air India, and your booking will be moved to Air India’s reservation system in the backend. You will be notified in advance of any changes to your booking, including an updated ticket with revised details. Additionally, all customer-facing staff will undergo comprehensive training to ensure seamless assistance throughout the transition.
How can I book a flight with Vistara after the merger?
Air India has announced that starting November 12, 2024, the Vistara website will no longer be available. To manage your booking, please visit the Air India website or use their app.
Will there be a change in flight number?
According to the Air India website, starting 12th November 2024, Vistara aircraft will be operated by Air India. The flight will have a special 4-digit Air India code beginning with the digit “2”. For example, UK 955, operating from Delhi to Mumbai, will transition to AI 2955.
Will the departure terminal of my flight change after my booking has been transferred from Vistara to Air India?
Air India has advised that there may be a change in your terminal once your booking is transferred from Vistara to Air India. However, such changes will be made at the airline’s discretion. Rest assured, any updates to your booking, including terminal changes, will be promptly communicated to you.
Air India does not have Premium Economy in most of the flights. What will happen to my selected booking class?
Air India has assured passengers that they will make every effort to retain your original class of booking. Any changes to your booking will be communicated to you promptly and well in advance.
Which customer engagement channels should guests reach out to, Air India or Vistara?
“After 12 November 2024, Vistara’s customer engagement channels will be unavailable. Instead, you can use Air India’s customer engagement channels,” Air India said.
How will Air India manage customers who have booked special assistance with Vistara, for services currently unavailable with Air India?
Air India emphasised that the comfort and satisfaction of guests remain their top priority during the merger. While they will make every effort to honor special assistance requests based on your booking, some services previously offered by Vistara may not be available.
How will Air India ensure a smooth transition?
To support a smooth transition during the merger, Air India is introducing several traveler support initiatives at airports. Help desk kiosks will be set up at major hubs and metro airports, staffed by customer support wearing “How may I assist you?” t-shirts to provide personalised assistance with questions about the merger or flights. Clear signage will direct customers with Vistara tickets to help desks or Air India staff for guidance.
Additionally, Vistara check-in counters and ticketing offices will gradually shift to Air India, with self-service kiosks offering instructions for passengers on Vistara flights now using the AI2 code.
International passengers can expect a smooth transition as well. At major international airports, customer support staff will be on hand to assist and guide former Vistara passengers now flying with Air India. Updated signage near check-in counters will provide clear directions, and Vistara customers contacting the support center will be seamlessly redirected to Air India representatives.