Kuwait’s leading low-cost carrier, Jazeera Airways, has successfully launched the first phase of a state-of-the-art Customer Experience (CX) and Feedback Intelligence Platform developed by LitmusWorld, just one week after upgrading its Passenger Service Systems (PSS). This launch marks a pivotal milestone in Jazeera’s ongoing digital transformation, placing customers at the center of its service enhancement strategy.
Following the recent PSS upgrade, the new CX platform represents the airline’s second major initiative to enhance the end-to-end travel experience. In parallel, Jazeera has partnered with Tata Consultancy Services (TCS) to modernize its digital infrastructure and introduce an AI-powered chatbot to personalize and streamline passenger interactions across multiple digital channels.
At the heart of the platform is a digital-first Net Promoter Score (NPS) system designed to boost passenger engagement and improve service quality. The system now enables real-time feedback collection at key touchpoints, such as booking and online check-in, with passengers able to provide comments quickly without needing to call or visit customer service. Additional features and wider coverage are set to roll out later this year, further enhancing the airline’s ability to respond proactively to customer insights.
Jazeera Airways CEO Barathan Pasupathi said, “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 trusted global NPS platform, which reaches over a billion customers. The successful rollout has already generated valuable insights, and with upcoming modules, we’re shaping a dynamic, deeply responsive customer experience program.”
The platform is seamlessly integrated with Jazeera’s ecosystem and includes:
- Contextual Surveys: Deployed after booking, check-in, and flight completion to gather authentic feedback.
- Multi-Channel Engagement: Passengers can respond via SMS, WhatsApp, email, social media, or call center.
- Live NPS Tracking: Real-time sentiment data to identify trends and address issues swiftly.
- Executive Dashboards: Role-based insights for stakeholders ranging from crew managers to CXOs.
This partnership marks LitmusWorld’s debut in the Middle East aviation sector, expanding its global footprint. Sandip Sen, CEO of LitmusWorld, commented, “The early success of Phase 1 is just the beginning. Our scalable platform will continue to unlock richer insights and faster service recovery in future rollouts.”
Jazeera Airways, founded in 2004, serves over 5 million passengers annually across 60+ destinations in the Middle East, South and Central Asia, Africa, and Europe. The airline operates a modern fleet of 24 Airbus A320ceo and A320neo aircraft, with 26 new planes expected from 2027 onwards. It is the only publicly traded airline on the Kuwait Stock Exchange and was named a Fortune 500 Arabia company and a “Great Place to Work” in 2023.
Known for pioneering digital innovation in aviation, Jazeera Airways also designed and operates its own terminal, Jazeera Terminal 5 (T5), at Kuwait International Airport.
