Jazeera Airways, Kuwait\u2019s leading low-cost airline, has successfully launched the first phase of a cutting-edge Customer Experience (CX) and Feedback Intelligence Platform from LitmusWorld \u2013 within a week of its PSS upgrade. With customers at the core of the airline\u2019s transformation efforts, this rapid integration scores a key milestone in the airline\u2019s wider Digital Transformation journey and reinforces its commitment to delivering exceptional travel experiences.<\/p>\n\n\n\n
Building on the recent upgrade of its Passenger Service Systems (PSS), the new CX platform represents the second major initiative in Jazeera\u2019s strategy to enhance the end-to-end travel experience. In parallel, the airline has also partnered with Tata Consultancy Services (TCS) to modernise its digital infrastructure and introduce a state-of-the-art, AI-driven chatbot\u2014further personalising and streamlining interactions with passengers across digital touchpoints.<\/p>\n\n\n\n
At the core of the new platform is a dynamic, digital-first Net Promoter Score (NPS) system, designed to boost passenger engagement and elevate service quality. With the initial phase now live, Jazeera can capture real-time feedback at critical touch points including booking and online check-in. Passengers can give their feedback at different stages of their digital journey with an option to provide comments or feedback at a click versus calling or visiting customer service. Additional capabilities and expanded coverage are scheduled to launch later this year, further strengthening the airline\u2019s ability to listen, learn and lead in customer satisfaction.<\/p>\n\n\n\n
Barathan Pasupathi, Chief Executive Officer of Jazeera Airways, said: \u201cCustomer feedback is no longer just a metric\u2014it\u2019s the compass guiding our commitment to delivering exceptional travel experiences. We selected LitmusWorld for their globally trusted NPS platform, which reaches over a billion customers. The successful rollout has already yielded valuable insights, and with additional modules launching later this year, we are shaping a customer experience program that is both dynamic and deeply responsive to our passengers\u2019 needs.\u201d<\/p>\n\n\n\n
Transforming feedback into action, in real time<\/strong> LitmusWorld is a leading customer experience and survey management platform and this collaboration also marks LitmusWorld\u2019s debut in the Middle East aviation sector, further expanding its global footprint.<\/p>\n\n\n\n \u201cWe\u2019re thrilled to kick off this exciting journey with Jazeera Airways,\u201d said Sandip Sen, CEO of LitmusWorld. \u201cThe early success of Phase 1 is just the beginning. Our platform is built to scale, and together, we\u2019ll continue unlocking richer insights and faster service recovery as we progress through the upcoming rollouts.\u201d<\/p>\n\n\n\n As Jazeera Airways continues to innovate in the skies, this collaboration sets the tone for a new era of experience-driven aviation\u2014one where every voice is heard and every journey is better than the last.<\/p>\n","protected":false},"excerpt":{"rendered":" Jazeera Airways, Kuwait\u2019s leading low-cost airline, has successfully launched the first phase of a cutting-edge Customer Experience (CX) and Feedback Intelligence Platform from LitmusWorld \u2013 within a week of its PSS upgrade. With customers at the core of the airline\u2019s transformation efforts, this rapid integration scores a key milestone in the airline\u2019s wider Digital Transformation […]<\/p>\n","protected":false},"author":18,"featured_media":123051,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[512,34,15963,15994,13],"tags":[3211,20008,935,8259,2034,908,20006,20004,233,20009,562,2464,20005,20007,19846],"class_list":["post-123050","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-aviation","category-case-studies","category-kuwait","category-middle-east","category-top-stories","tag-ai","tag-airline-innovation","tag-aviation","tag-chatbot","tag-customer-experience","tag-digital-transformation","tag-feedback-intelligence","tag-jazeera-airways","tag-kuwait","tag-litmusworld","tag-middle-east","tag-nps","tag-passenger-service-system","tag-tata-consultancy-services","tag-travel-technology"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts\/123050","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/comments?post=123050"}],"version-history":[{"count":1,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts\/123050\/revisions"}],"predecessor-version":[{"id":123052,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts\/123050\/revisions\/123052"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/media\/123051"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/media?parent=123050"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/categories?post=123050"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/tags?post=123050"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
Seamlessly integrated into Jazeera Airways\u2019 ecosystem, the platform unlocks a smarter way to listen and respond, featuring:<\/p>\n\n\n\n\n