A regional airline without call centre; FLY91 remains 'digital native'

After taking to the skies nearly seven months ago, FLY91 is on a steady flight path and that too with a difference. The regional carrier does not have a call centre for passengers.

Focused on being a "digital native" company, the Goa-based carrier prepared a list of priorities before commencing operations and decided to do away with certain things that are traditionally done by the airlines.

"We consciously wanted to go down that path (of not having a call centre)...," FLY91's Chief Technology Officer Prasanna Subramaniam said.

There are huge cost savings with not having the call centre and it also gives the advantage as the savings are being used for building new digital applications somewhere else, he told PTI in a recent interview.

Currently, FLY91, which commenced flying on March 18, operates two ATR 72-600 aircraft. It has around 16 departures a day.

The airline has a fully automated bot that responds to customer queries. In case a customer wants to have a personal talk, then