The merger between Air India and Vistara was finalized on November 12, 2024. I took my last domestic flight with Vistara on the night of November 11 and then flew internationally on one of the first Air India flights the following day.
During both visits to Delhi airport, everything appeared to be in order. On the digital side, the transition seemed to go smoothly, with the migration of Vistara’s databases to Air India’s database generally successful. However, the teams underestimated the excitement and demand from customers during this transition.
A day later, issues arose as the influx of new Maharaja Club members, along with existing members, began to strain the system. Members were unable to redeem their Maharaja Points for a period, and while payments were processed, ticket issuance was delayed. Air India advised that members can redeem their points online or via the contact center.
They noted that around 6 million Maharaja points have been redeemed each day since the merger, totaling approximately 50 million points redeemed as of the time of this update. As of November 19, 2024, online voucher redemption has resumed, but only through the website, not through the app. According to an Air India statement to LiveFromALounge.com, “The online functionality to use complimentary ticket vouchers is now live on our website. All active vouchers have already been extended for three months following the migration.
” I’ve experienced some issues, with a couple of my flights from November 10 and November 11 still awaiting credit. The airline has assured me that these would be credited by the end of the week according to Vistara’s policies (by November 24, 2024). I’m monitoring the situation.
Additionally, Air India has seen a significant increase in new elite members. While earning status on Air India is challenging, it was much easier with Vistara, especially for those with Vistara co-branded credit cards. Consequently, the premium call center has been overwhelmed since the merger. Air India confirmed that elite members calling from their registered numbers are directed to the premium call center, which is operational but experiencing high volumes. This should normalize soon.
