Why Regional Airline FLY91 Has No Call Centre, Despite Flying For Almost 7 Months?

FLY91 is a Goa-based regional airline that started operations in March this year. Despite flying for nearly seven months now, the airline still has no call centre for passengers. And surprisingly, this is a conscious choice on the airline’s part and it is helping them save big money. Want to know how? Keep scrolling on!

‘Digital Native’ Regional Airline FLY91 Has No Call Centre

Regional airline FLY91 is changing the way most airlines operate. With a focus on being a ‘digital native’ company, this airline has no call centre for passengers. According to a Business Standard report, FLY91’s Chief Technology Officer Prasanna Subramaniam said that this has been a conscious choice on the company’s part.

Even before it started operations, the airline decided it wanted to skip some of the traditional things that are deemed necessary by most airlines. So, how does FLY91 respond to the concerns of their customers? Simple, they have a fully automated bot that responds to all their customer queries. Reportedly, if a customer wants to talk about something specific that the bot is not able to help with, then they can leave their number on the automated chat, and the airline will call them personally.

Also Read: Taapsee Pannu Shares “Worst Experience” With Turkish Airlines; Slams The Airline For Their “Non-Caring” Customer Care Service

A Conscious Choice By The Airline To Save Big

According to Prasanna Subramaniam, FLY91 is the only airline in India that has no call centre. He further mentioned that there are no mandatory outlines that require an airline to have a call centre. And this move has helped them save big as well. With this cost saving, they are now building new digital applications for other needs of the airline.

According to Business Standard, FLY91 currently operates two ATR 72-600 aircraft with around 16 departures a day. And by the end of October this year, the airline will add its third aircraft to its fleet. Furthermore, the airline aims to add three more aircraft to its growing fleet by March 2025.

Also Read: Mumbai-New York Air India Flight Diverted To Delhi After Bomb Threat; Passengers Deplane Safely

What are your thoughts on this strategy by FLY91? Let us know in the comments!

Cover Image Courtesy: X/fly91_IN

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