Kuwait's Jazeera Airways has launched the first phase of a Customer Experience (CX) and Feedback Intelligence Platform from LitmusWorld, following its recent upgrade of its Passenger Service Systems (PSS).
This integration marks a significant milestone in the airline's digital transformation journey and demonstrates its commitment to delivering exceptional travel experiences.
The platform, built on the recent upgrade of its PSS, is designed to boost passenger engagement and service quality.
It features a dynamic, digital-first Net Promoter Score (NPS) system, allowing Jazeera to capture real-time feedback at critical touchpoints like booking and online check-in.
Additional capabilities and expanded coverage are scheduled to launch later this year, strengthening the airline's ability to listen, learn, and lead in customer satisfaction.
The platform offers contextual surveys, multi-channel engagement, live NPS tracking, and executive dashboards, allowing teams to spot trends, address issues, and identify brand advocates.
LitmusWorld, a leading customer experience and survey management platform, is also partnering with Jazeera Airways to expand its global footprint in the Middle East aviation sector.
The collaboration marks LitmusWorld's debut in the Middle East aviation sector.
Barathan Pasupathi, Chief Executive Officer of Jazeera Airways highlighted, “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 globally trusted NPS platform, which reaches over a billion customers. The successful rollout has already yielded valuable insights, and with additional modules launching later this year, we are shaping a customer experience program that is both dynamic and deeply responsive to our passengers’ needs.”
“We’re thrilled to kick off this exciting journey with Jazeera Airways,” said Sandip Sen, CEO of LitmusWorld. “The early success of Phase 1 is just the beginning. Our platform is built to scale, and together, we’ll continue unlocking richer insights and faster service recovery as we progress through the upcoming rollouts.” -TradeArabia News Service
