Tata Sons tells Air India to maintain Vistara's 'superior' flying experience
Tata Sons, the owner of Air India, has urged the carrier's management to proceed cautiously with the airline's ongoing merger with Vistara to avoid alienating the latter's loyal customer base. The merger is due to take effect November 12.
The seamless integration of both the brands and continuity of Vistara's service standards for all its consumers unaware of the integration of the Tata Group's aviation business was a key point during an Air India meeting last Thursday.
«There is this huge quality expectation from consumers after the Tatas acquired Air India. Vistara was always seen as offering superior brand experience to Air India and after the merger, Vistara consumers should not feel dissatisfied ,» said an official close to the matter. «Vistara employees have also been edgy about merging into the Air India system. Hence, there is this anxiousness that it should be a seamless merger that has no impact on the ground for consumers.»
Tata Sons, which is overseeing the merger, is concerned that any misstep in balancing operations with Vistara's established goodwill could jeopardize the success of the integration. Minimal changes will be done at the point of customer interface to ensure continuity, an Air India spokesperson said.
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