service marketing

1. SERVICE MARKETING
AIRLINE INDUSTRY
By
Dipesh Haldive A -09
Varad Vinherkar A -38
Sharmin Hiramaneck B -
Rohit Panchal B -
Omkar Savardekar B -

2. VISTARA AIRLINE
VISTARA - TATA SIA AIRLINES LTD.
OWNED BY : TATA SONS & Singapore Airlines
PARENT ORGANIZATION : Tata Sons
CEO : Vinod Kannan (1 Jan 2022– )
FOUNDERS : Singapore Airlines, Tata Sons
FOUNDED : 5 November 2013, New Delhi
HEADQUATERS : Gurugram
TURNOVER : ₹4,738.45 Crore
A Limitless Expanse

3. COMPETITIVE POSITION
Second Largest Domestic
Carriers in the country.
The latest figures released by India's regulator, the
DGCA(Directorate General of Civil Aviation), reveal that
Vistara has moved ahead of low-cost carriers SpiceJet and
Go First with a market share of 10.4% in July.
COMPETITORS
Garuda Indonesia
PSA Airlines
Transavia
Air wisconsin Airlines

4. OVERVIEW OF COMPLAIN HANDLING PROCESS
Air Vistara – Should you need to reach out to the Customer
Relations team for any grievance redressal, please email us
at custrelations@airvistara.com or Call Us at 928 922 8888
or +91 120 669 9901.
Dedicated helpline for Club Vistara Platinum,
Gold & Silver members: +91 8130088888

5. SWOT ANALYSIS : VISTARA AIRLINES
STRENGTH WEAKNESS
OPPORTUNITIES THREATS
• Backed by TATA group &
singapore airlines.
• Good Inflight Experience.
• Less number of aircrafts.
• Higher Prices.
• Less location served.
• Consistent growth in industry
for the past 2 years.
• Increase in regional air traffic.
• High degree of competition.
• Laack of brand awareness.

6. Rating on Tripadvisor.com

7. SUGGESTIONS
1. Company should focus on process of consumer grievance.
2. Vistara Airlines should not charge extra fees for inbuild wifi for its
passengers.
3. There are very less number of screens in aircraft as customers need some
entertainment while travelling for a longer period of time.
4. The Helpline numbers given on the site for customer care number is
always busy, either the company improve its customer care numbers or
improve its onsite redressal agencies.