Ixigo, the online travel platform, showcased the pivotal role of its artificial intelligence systems in managing customer communications during the December IndiGo flight disruptions. Amid widespread cancellations and rescheduling, the company utilized AI-driven tools like TARA and Flight Tracker Pro to effectively address passenger concerns. In Q3 FY26, AI managed approximately 3.81 million customer queries and resolved over 76% of voice calls end-to-end during the crisis. In December alone, nearly 90% of all voice interactions were managed by AI, reflecting heightened customer engagement. The disruption, which led to the cancellation or rescheduling of around 4,500 flights, resulted in a doubling of support requests and a five-fold increase in Flight Tracker Pro usage. Despite a reported Rs 2 crore EBITDA hit, Ixigo emphasized that ongoing AI investments ensured stable resolution times, maintaining nearly 97% call responsiveness within two minutes. The company is committed to evolving into an AI-first online travel platform for future resilience.
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