Kuwait – Jazeera Airways, Kuwait’s leading low-cost airline, has successfully deployed the first phase of an advanced Customer Experience (CX) and Feedback Intelligence Platform from LitmusWorld, shortly after upgrading its Passenger Service Systems (PSS). This rapid integration marks a significant milestone in the airline’s broader digital transformation, emphasizing its focus on delivering exceptional travel experiences.
Following the PSS upgrade, the new CX platform represents the second major initiative in Jazeera’s strategy to enhance the entire travel journey. Simultaneously, the airline is partnering with Tata Consultancy Services (TCS) to modernize its digital infrastructure and introduce an AI-powered chatbot that personalizes passenger interactions across digital channels.
At the heart of the platform is a dynamic, digital-first Net Promoter Score (NPS) system designed to boost passenger engagement and service quality. The initial rollout enables real-time feedback capture at critical touchpoints such as booking and online check-in, allowing passengers to provide feedback effortlessly through clicks instead of traditional calls or visits to customer service. Future phases later this year will expand capabilities and coverage, strengthening Jazeera’s customer listening and responsiveness.
Barathan Pasupathi, CEO of Jazeera Airways, stated, “Customer feedback is no longer just a metric—it’s 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’ needs.”
The platform integrates seamlessly with Jazeera’s ecosystem and offers:
- Contextual Surveys triggered at key moments like bookings, check-ins, and flight completions for timely and authentic feedback.
- Multi-Channel Engagement allowing passengers to respond via SMS, WhatsApp, email, social media, or call center.
- Live NPS Tracking providing real-time sentiment data to detect trends, resolve issues, and identify brand advocates.
- Executive Dashboards delivering role-based insights to keep all levels aligned on customer priorities.
This collaboration also marks LitmusWorld’s entry into the Middle East aviation sector, expanding its global presence.
Sandip Sen, CEO of LitmusWorld, commented, “The early success of Phase 1 is just the beginning. Our platform is built to scale, and together, we’ll continue unlocking richer insights and faster service recovery as we progress through upcoming rollouts.”
Jazeera Airways, founded in 2004, serves over 5 million passengers across more than 60 destinations in the Middle East, Central and South Asia, Africa, and Europe. Operating a modern fleet of 24 Airbus A320ceo and A320neo aircraft, it prioritizes fuel efficiency and environmental sustainability. With 26 new aircraft on order, including A320neos and A321neos arriving from 2027 onwards, the airline remains at the forefront of innovation.
Recognized as a Fortune 500 Arabia company and named “Great Place to Work” in 2023, Jazeera Airways is also the only publicly traded airline on the Kuwait Stock Exchange. It has pioneered several digital initiatives and operates its own terminal, Jazeera Terminal 5, at Kuwait International Airport.
