Air India Assures Vistara Passengers: No Change in Service Post-Merger, Promises Seamless Experience

In a reassuring move for Vistara passengers, Air India has confirmed that the travel experience will remain unchanged even after the airlines’ merger, ensuring continuity in services, familiar crew, and an expanded network.
As the merger of full-service carriers Air India and Vistara, a joint venture between Tata Group and Singapore Airlines, approaches on November 12, Air India has provided a clear message to Vistara’s loyal customers. The airline took to its official Twitter account on Friday, stating: "With the merger and the changes that come with it, we wanted to assure you that your Vistara in-flight experience is not going away. You can continue to enjoy the same world-class fleet, exceptional service, and familiar faces under the new code AI 2XXX."

Once the merger takes place, Vistara flights will operate under the Air India brand, using a special four-digit code beginning with '2'. The move is part of the process to integrate both airlines and streamline their services under one umbrella.
To ensure a smooth transition for passengers, Air India has introduced additional support systems, including help desk kiosks at major airports. These kiosks will be staffed with customer service representatives wearing Air India x Vistara branded t-shirts. These team members will be stationed at curbside areas before terminal entry points at hub airports, guiding passengers with old Vistara tickets and assisting them at self-service kiosks.
In the first month following the merger, Air India is expected to accommodate around 115,000 passengers who had pre-booked flights with Vistara. Meanwhile, 270,000 Vistara customers have already been migrated to Air India’s system. The loyalty programs are also undergoing integration, with over 4.5 million Club Vistara members transitioning to Air India’s Flying Returns program, which will soon be rebranded as the "Maharaja Club."

As part of the integration, Singapore Airlines will acquire a 25.1% stake in Air India, further strengthening the ties between the two airlines. Campbell Wilson, Chief of Air India, assured passengers that Vistara’s "world-class fleet, exceptional service, and familiar faces" would remain intact under Air India’s management. The airline has promised to retain the premium quality and level of service that Vistara customers have come to expect, addressing any concerns about potential disruptions after the merger.
Air India’s commitment to preserving the essence of Vistara’s premium experience underlines their focus on maintaining high service standards and ensuring a seamless travel experience for all passengers, despite the operational changes.