Air India has completed the rollout of a significant set of new features on its mobile app, as the carrier looks to strengthen its digital travel experience for customers, the airline said in a press release Thursday.

The revamped app, developed by Air India's in-house digital teams, now brings together booking, payments, airport services, disruption support, baggage tracking, loyalty management, and AI-powered assistance on a single platform.

Among the key new capabilities are an in-house booking engine offering a faster, more responsive interface for searching flights, making bookings and adding extras; an in-house payment platform designed to smooth the checkout process and enable new customer offers; and contextual disruption assistance that offers hotel and transport support directly from the app's home screen.

Dr. Satya Ramaswamy, Chief Digital and Technology Officer at Air India, said the mobile app remains the airline's flagship channel for engaging with customers and is one of more than 140 digital systems deployed as part of Air India's broader transformation effort.

He said the latest updates simplify travel from booking through to airport processes and give customers greater transparency and control.

The update also enhances several existing features. The app's Flight Status tool, used more than 1.4 million times a month, continues to provide real-time updates, including details on the incoming aircraft operating a flight, while its integration with India's DigiYatra biometric system is used by more than 220,000 customers monthly for faster airport processing.

The My Trips section has been upgraded into a self-service hub for managing seats, modifying bookings, and selecting meals, while Air India's AI.g virtual assistant—described as the first generative AI-powered assistant in the global airline industry—has answered 26 million customer queries to date. A related tool, EZ Booking, can generate a full travel itinerary from a short text prompt.

The app's baggage tracking feature, used more than 200,000 times monthly, allows travellers to follow checked baggage across multiple journey milestones, including on codeshare and interline flights, and supports locating delayed bags via devices such as Apple AirTag and Google-compatible trackers.

Other additions include AEye Vision, a computer-vision tool that can retrieve travel information without manual data entry, and an expanded notification system. Several core features, including My Trips, Flight Status, baggage tracking, and the food and beverage menu, are also available offline, the airline said.

Air India said the app currently holds a 4.8-star rating on both the Apple App Store and Google Play Store in India, has been downloaded nearly 17 million times globally, and serves more than 100,000 users daily, with a Net Promoter Score of +61.

Source: PR