FLY91 a regional airline, remains ‘digital native’ without the conventional call centers system

FLY91, a regional airline based in Goa, is transforming the aviation sector by removing conventional call centers and embracing a completely digital strategy for addressing customer inquiries. Launched in March 2023, the airline emphasizes technological advancements to reduce expenses and improve customer service through digital tools and automation.


“Digital Native”
Since taking to the skies nearly seven months ago, FLY91 has maintained a consistent trajectory, and it’s doing so in a unique manner. The regional airline operates without a call center for its passengers.


Aiming to be a “digital native” organization, the Goa-based airline established a set of priorities prior to launching operations and opted to eliminate certain traditional practices commonly followed by airlines.

“We intentionally chose to pursue this path (of not having a call center),” stated FLY91’s Chief Technology Officer Prasanna Subramaniam.


By not operating a call center, significant cost savings are achieved, which in turn allows for the reinvestment of those savings into the development of new digital applications elsewhere, he shared with PTI in a recent interview. At present, FLY91, which began its flights on March 18, operates a fleet of two ATR 72-600 aircraft. The airline conducts approximately 16 departures each day.


The airline features a fully automated chatbot that addresses customer inquiries. If a customer prefers to speak personally, they can leave their contact number with the bot, and the airline will reach out to them.


When asked if FLY91 is the sole airline in the country without a call center, he confirmed this and mentioned that regulations do not require airlines to have a call center. The call center serves as one of the key points of interaction between passengers and airlines.


“Regarding the call center, we engaged in extensive brainstorming sessions. We analyzed numerous airlines, all of which have call centers. We also examined some excellent companies that operate without a call center. We spent considerable time studying them… (some) may not have call centers in the traditional sense, but they will call you if you encounter an issue,” he said, adding that efforts are ongoing to minimize passenger challenges.


As FLY91 evaluated the systems to implement, Subramaniam indicated that one of the key criteria for decision-making was to emerge as a “digital native airline.”


“Our goal was to disrupt the industry with digital innovations, and we were determined not to follow traditional methods simply because they were customary,” he observed.


As part of its strategy to broaden its reach, the airline is also engaging in discussions for partnerships with international carriers, enabling it to serve as a last-mile connector.
“We do not view ourselves as competitors to anyone… we are the last-mile connector. We aim to coexist harmoniously with other airlines, whether domestic or international,” he added.

Fleet Expansion Plans


Among its various destinations, FLY91 operates flights to Pune, Bengaluru, Hyderabad, and Lakshadweep. The carrier intends to expand its fleet of ATR aircraft from two to six, enhancing its footprint in the regional aviation sector.
Manoj Chacko, the Managing Director and CEO of Fly91, disclosed the growth strategy in an exclusive conversation with CNBC-TV18. The airline presently operates from its base in Goa, servicing seven cities with a total of ten route pairs.


“We currently have two aircraft in operation from Goa,” CEO Manoj Chacko informed the TV channel. “In the upcoming months, we plan to incorporate two additional aircraft, aiming for a total of six by the end of the financial year. Our business plan is fundamentally designed around this fleet of six aircraft. Currently, we provide services to seven cities and manage approximately ten city pairs. Our goal is to fortify our fleet, add more aircraft, and enhance the frequency of our operations.”


Current Routes


The dedicated regional operator commenced scheduled flights in mid-March. Leveraging the Indian government’s regional connectivity initiative, known as UDAN (Ude Desh ka Aam Naagrik), it facilitates last-mile connections to domestic tier-two and tier-three cities. According to the ch-aviation schedules module, Fly91 connects Goa Mopa to Agatti Island, Bengaluru International, Hyderabad International, and Jalgaon; Malvan to Bengaluru and Hyderabad; and Pune to Jalgaon. The two ATRs currently in service are VT-FIB (msn 1385) and VT-FIC (msn 1364), both leased from DAE Capital.


“Our strategy centers on operating a single type of aircraft,” Chacko added. “We are dedicated to the ATR72-600 model and believe that maintaining our core fleet is essential for a successful business model. While we may collaborate with others, Fly91 will exclusively operate the ATR72-600.”

For all aviation-related guidance (DGCA ground classes, pilot training, cabin crew training)

Contact us https://contrail.in/

phone numbers +91 78457 69399