AI staffers suspect data leak to IndiGo

New Delhi: With IndiGo Airlines overtaking Air India (AI) in market share last month, serious concern has arisen among the staff of the government-owned airline on whether the company that handles its call centre operations is passing on vital information about customers to the rival airline.
InterGlobe Enterprise, that runs IndiGo, is also the holding company for InterGlobe Technologies (IGT), the firm selected by AI last year for handling its call centre service. The selection was done through a competitive bidding process.
According to AI insiders, "our call centre is run by the IGT and they possess all vital information about the passengers we book. Chances of a conflict of commercial interest could not be ruled out as the company is managed by the same holding company as IndiGo."
The booking data includes names of passengers, their contact numbers, flight details, the price of tickets and even meal preferences - all of which is an important input for competition.
IGT is also in the process of setting up a data mart for AI for real-time information on passengers aboard its flights, company officials said.
The AI spokesperson told MAIL TODAY that technical bids and proper procedures were followed for its call centre service last year.
27/12/10 India Today

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Categories: Air India Dec 2010, Indigo Airlines Dec 2010