Most people breeze through airport security, and board planes without giving much thought to the airline industry. As long as their flight is on time, they\u2019re content to spend the journey working, watching a movie, or taking a nap. Little do they know of how much planning and coordination goes into making every flight experience feel effortless. <\/p>\n\n\n\n
Air travel today isn\u2019t just about getting from point A to point B. It\u2019s a carefully orchestrated operation that starts well before a flight is booked, and extends though check-in, inflight service, and post-flight engagement. When each interaction along this journey feels connected and tailored to the customer\u2019s needs, a routine trip can become a deeply positive and memorable experience.<\/p>\n\n\n\n
Imagine a customer planning their dream vacation. They scroll through destinations, compare options, book flights, and finally embark on their trip. Behind the scenes, travel and transportation companies work tirelessly to make the customer\u2019s journey enjoyable. And increasingly,they\u2019re doing it with Salesforce. Explore the leading global brands in the segment speaking about the success they had realised with Salesforce at The Future of Travel<\/a> session delivered at the recently concluded Dreamforce\u201925<\/a>.<\/p>\n\n\n\n What started off 25+ years ago as a simple CRM for sales teams has evolved into a full-service platform for airlines, <\/a>powering personalised and safe experiences at every stage of travel:<\/p>\n\n\n\n India\u2019s airline sector is soaring to new heights. The country is currently the third-largest air transport market in the world in terms of departing O-D (origin-destination) passenger traffic<\/a>. Approximately 174 million passengers traveled from and within India by air in 2024.<\/p>\n\n\n\n A massive digital transformation is also underway in India\u2019s airline industry, as companies seek to reimagine customer engagement. Leading the way are Air India and IndiGo, both leveraging Salesforce to supercharge customer service.<\/p>\n\n\n\n In 2022, Air India<\/a> embarked on a 5-year transformation plan to capture a domestic market share of 30%. As part of this journey, the airline chose Salesforce to modernise service experiences. <\/strong><\/p>\n\n\n\n Air India\u2019s connected service is already revolutionising its contact centers, and is set to expand across in-flight and airport touchpoints, creating a seamless journey for passengers.<\/p>\n\n\n\n IndiGo\u2019s<\/a> flights may be low-cost, but its service is high quality. Multiple teams use Salesforce to resolve cases faster and more smoothly than ever.<\/p>\n\n\n\n By harnessing Salesforce, India\u2019s largest airlines are moving beyond traditional customer service. They\u2019re creating connected, proactive, and personalised experiences that delight passengers.<\/p>\n\n\n\n As more travellers take to the skies, the challenge for the airline industry is to scale up operations without increasing headcount or costs. <\/p>\n\n\n\n\n
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<\/li>\n\n\n\nBreakthroughs in Indian aviation<\/h2>\n\n\n\n
Air India: A connected customer experience<\/h3>\n\n\n\n
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IndiGo: Unified, efficient service at scale<\/h3>\n\n\n\n
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<\/li>\n\n\n\nThe Salesforce effect<\/h3>\n\n\n\n
Innovating with AI<\/h2>\n\n\n\n