Doubts raised over AI’s call centre operator

Mumbai: With IndiGo tipping Air India in the number of domestic passengers carried last month, a section of the national carrier’s staff has expressed concerns over the handling of its call centre operations by a group that owns the no-frill airline.
Air India had in January last year selected InterGlobe Technologies (IGT), whose holding company is InterGlobe Enterprise that runs IndiGo, as the provider of its call centre service. The selection was done through a competitive bidding process.
“Our call centre is run by the IGT and they possess all vital information about the passengers we book,” Air India staffers, who requested anonymity, said, adding that chances of conflict of commercial interest could not be ruled out.
The booking data contains name of the passenger, his contact number, flight details, the price of ticket and even meal preferences - thus giving out the trend of ticket sale which is an important input for competition.
26/12/10 PTI/Business Line

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Categories: Air India Dec 2010