PRESSR: Jazeera Airways accelerates digital transformation journey with LitmusWorld’s NPS Solution

About this update from Jazeera Airways Co. (ksc)

Kuwait – Jazeera Airways, Kuwait’s leading low-cost airline, has successfully launched the first phase of a cutting-edge Customer Experience (CX) and Feedback Intelligence Platform from LitmusWorld – within a week of its PSS upgrade. With customers at the core of the airline’s transformation efforts, this rapid integration scores a key milestone in the airline’s wider digital transformation journey and reinforces its commitment to delivering exceptional travel experiences.Building on the recent upgrade of its Passenger Service Systems (PSS), the new CX platform represents the second major initiative in Jazeera’s strategy to enhance the end-to-end travel experience. In parallel, the airline has also partnered with Tata Consultancy Services (TCS) to modernize its digital infrastructure and introduce a state-of-the-art, AI-driven chatbot—further personalizing and streamlining interactions with passengers across digital touchpoints.At the core of the new platform is a dynamic, digital-first Net Promoter Score (NPS) system, designed to boost passenger engagement and elevate service quality. With the initial phase now live, Jazeera can capture real-time feedback at critical touch points including booking and online check-in. Passengers can give their feedback at different stages of their digital journey with an option to provide comments or feedback at a click versus calling or visiting customer service. Additional capabilities and expanded coverage are scheduled to launch later this year, further strengthening the airline’s ability to listen, learn, and lead in customer satisfaction.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.”Transforming Feedback into Action, in Real TimeSeamlessly integrated into Jazeera Airways’ ecosystem, the platform unlocks a smarter way to listen and respond, featuring:Contextual Surveys: Rolled out after key moments like bookings, check-ins, and...

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