All is smooth, all is connected—even at 30,000 feet with Tata Communications Kaleyra

The holiday season is here—a time when millions take to the skies, eager to reconnect with loved ones or set off on long-awaited adventures. While the joy of travel is unmatched, ensuring passengers stay informed and reassured during their journey is critical to creating a stress-free experience. With flight schedules shifting and last-minute updates, seamless communication is key to keeping travellers in the loop. That’s where real-time alerts and personalised messaging solutions come in, keeping travellers informed every step of the way. AirAsia embraced advanced technology to keep its passengers connected and informed, ensuring smooth journeys even during the busiest travel times.

AirAsia at a Glance: A trailblazer in low-cost aviation

• 85+ destinations served globally

• 123 aircraft in operation

• 10.65 million passengers annually

• Awarded World's Best Low-Cost Airline by Skytrax for four consecutive years (2009–2012).

AirAsia’s mission is simple yet impactful: to make air travel affordable while delivering exceptional service. By embracing innovation, the airline continues to set new standards in efficiency and customer satisfaction.

Challenges: As one of Asia's leading low-cost airlines, AirAsia's rapid growth brought its own set of challenges:

• Inadequate real-time communication infrastructure hindered updates on flight delays, schedule changes, and other critical travel information.

• The need for a secure, scalable, and cost-effective communication solution became urgent as passenger numbers surged.

When AirAsia launched its services in India in 2013, addressing these communication gaps became a top priority to enhance customer satisfaction and maintain operational efficiency.

How Tata Communications Kaleyra transformed communication

To meet these challenges, AirAsia partnered with Tata Communications Kaleyra, leveraging cutting-edge cloud telephony solutions to revolutionise how the airline interacted with passengers:

1. Alerts platform: Real-time messaging for critical updates, including flight schedules, delays, and payment reminders. Enabled seamless global communication using a unique Sender ID and zero-hop connections across 190+ countries. Delivered 3 million messages per month with unmatched reliability.

2. Promotional messaging: Enhanced customer engagement through targeted campaigns on meal discounts, offers, and web check-ins. Time-sensitive communication during peak activity hours (9 AM–9 PM) maximised reach and response rates. Advanced analytics provided actionable insights, refining future campaigns and driving results.

3. Voice solutions: Interactive Voice Response (IVR) systems with multi-language support reduced wait times and optimised call routing. Outbound Dialling for travel reminders, feedback collection, and surveys improved customer service efficiency. Automated call processes boosted productivity, ensuring passengers received personalised assistance at every step.

Outcomes: Communication redefined the collaboration with Tata Communications Kaleyra delivered measurable improvements for AirAsia:

• Seamlessly handled an expanding customer base while maintaining cost efficiency.

• Enabled real-time customer feedback to continually enhance the travel experience.

• Improved call centre efficiency with advanced IVR features like call routing, sticky agents, and secure access.

“Tata Communications Kaleyra has been one of the best tools we have used. They provide great, efficient service, and their team is always approachable.” – Dinesh, Lead - Customer Experience, AirAsia

Redefining the travel experience this holiday season

As travellers gear up for the holiday season, seamless communication becomes the key to stress-free journeys. With Tata Communications Kaleyra’s innovative cloud telephony solutions, AirAsia continues to deliver excellence, ensuring that every flight is not just a journey but a memorable experience.

Want to elevate your business communication? Discover how Tata Communications Kaleyra can help your business create extraordinary customer experiences.