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Vistara’s enrollment in Tata Neu will take time; Loyalty points system under development: Cco


Vistara’s listing in Tata Group’s super app, Tata Neu, will take time as the two entities are working on a model for how one passenger’s loyalty points can be used by the other, said the commercial director of the airline, Deepak Rajawat.

Tata Neu, which launched on April 7, offers “Neu” loyalty points to its customers for every purchase made on the app. Similarly, Vistara has a loyalty program called “Club Vistara” and it gives “CV points” to its passengers for every purchase made in its ecosystem.
Tata Group’s AirAsia India is already on Tata Neu. However, the other three airlines in the group – Vistara, Air India and Air India Express – have yet to join Tata Neu. Last week, Air India filed an application with the Competition Commission of India (ICC) to merge AirAsia India with itself. It is unclear if and when Vistara and Air India will be merged.

On whether Neu points could be used to purchase tickets on Vistara or if CV points could be used to purchase products on the Tata Neu app, Rajawat told PTI, “Our model is not yet finalized.” “Which companies in the Tata group give these (Neu) points and how it will burn on Vistara (to buy plane tickets) is something we are working on,” he added. However, Club Vistara is here to stay, he said.

The Tata Group had launched its super app Tata Neu on April 7 bringing together all its brands on one platform as it seeks to play a major role in India’s e-commerce space currently dominated by Amazon and Flipkart. Rajawat told PTI, “Most of the big brands like Vistara and Titan are working closely together to get to the registration stage on this platform (Neu app).

When asked when Vistara will be part of Tata Neu, he replied, “We are working but it will take time because system integration and these (other) things have to happen.” As of September 2019, Club Vistara has approximately 1.6 million (one million = 10 lakh) members. Club Vistara hit the three million mark last month, Rajawat said.

“Over the last two years we wanted to reach at least five million, but due to the slowdown in travel over the last 18-24 months, the numbers are not that high. In addition, we have also postponed our growth” , did he declare. . The airline plans to double the number of Club Vistara members over the next few years, he noted.

Vistara’s partnership with five airlines – United Airlines, Japan Airlines, Lufthansa, Air Canada and Singapore Airlines – provides frequent flyer program members with “earn and burn” facilities, he said. Earn and Burn means that frequent flyer program members of both partner airlines can earn points while traveling on either carrier and use the points to purchase tickets on either airline.

In addition to the five aforementioned airlines, Club Vistara is currently partnered with 35 non-aeronautical companies that operate in segments such as car rental, retail, healthcare, catering and hotels. When asked if Vistara had set a target for the number of companies it wanted to partner with by the end of 2025 for Club Vistara, he replied, “We don’t want to work on a goal that X number of partners we want.”

“We want to maintain the program in a way that meets member requirements. We continue to research what the customer needs…and we are constantly reworking the benefits we offer,” he added. .

“Targeting 100 or 200 partners – that’s not the game we envision. We want to make it a niche product and work on that,” he said.

When asked what steps would make Club Vistara a lifestyle program, he replied, “Once we go international, there’s a lot more appeal that comes in. Today, 80% of Vistara’s operations are domestic and only the remaining 20% ​​are international. Once Vistara expands its footprint globally – like how people can book tickets on the airline’s flights to London, Paris and Frankfurt right now – the loyalty program’s attractiveness will increase, a he declared.

“We are working on developing non-airline partnerships this year… We are focusing on that,” he noted. There are four levels in Club Vistara including Base, Silver, Gold and Platinum. Clients in the Gold and Platinum categories benefit from a separate helpline, operated by Praxis Services Private Limited.

Asked if the airline plans to make any changes to its customer service system for Platinum or Gold Club Vistara members, he said, “No, I don’t think so. We are happy with the changes we have brought with Praxis. Of course, there is always room for improvement that we will try to do.”

“Our intention is to reduce the wait time for calls even when there are high volumes. We want to give them an experience where they can easily call and drop by. That’s why we have a separate call center dedicated to premium customers,” he mentioned.

The Tata Group took control of Air India and Air India Express on January 27 after successfully winning the airline’s bid on October 8 last year.

First post: STI


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