Jazeera Airways taps TCS to drive digital transformation push
Tata Consultancy Services (TCS) is partnering with Jazeera Airways to support the airline's digital transformation initiatives.
Jazeera Airways, a low-cost carrier based in Kuwait serving more than 60 destinations across the Middle East, Central and South Asia, and Europe, has chosen TCS to drive the next phase of its digital strategy. This collaboration marks Jazeera Airways' first major IT transformation since its inception in 2004.
The airline, which has served more than 5 million passengers and recently completed 20 years of operations, is seeking to modernise its digital ecosystem. TCS will be responsible for enhancing the airline's website, mobile applications, and AI-powered chatbot, applying its expertise in agentic AI and platform engineering.
The modernisation effort is intended to unlock new revenue streams, enhance digital engagement, and deliver highly personalised experiences to customers. Jazeera Airways aims to position itself to better serve its growth objectives and improve operational efficiency through the adoption of advanced digital tools.
Barathan Pasupathi, Chief Executive Officer at Jazeera Airways, commented, "Jazeera Airways is laying the foundation for a new era of transformation with strategic focus on enhancing passenger experience. At the heart of our vision is a seamless, customer-centric travel experience. We are pleased to partner with TCS as we embark on this phase of our digital growth. TCS brings deep domain expertise in airline digital commerce, AI-driven solutions, combined with a strong track record of delivering customer-centric solutions. Together, we are building a future-ready platform that aligns with our growth aspirations, customer centric strategy, and commitment to operational excellence."
Under the partnership, TCS will introduce a unified set of digital applications designed to deliver more efficient and connected customer interactions. Features of the platform will include a retail-oriented ancillary platform, an intelligent offer engine for upselling and cross-selling, and a 'Customer 360° Insights Hub' to enable personalisation at scale. A generative AI-powered digital assistant will be accessible across platforms to provide support to travellers.
Additional components of the transformation include the deployment of a multi-currency payment gateway, a targeted promotional engine to foster direct bookings, and the launch of a tailored group booking platform. The latter is expected to simplify complex bookings while offering an improved user experience.
K Krithivasan, Chief Executive Officer and Managing Director at TCS, said, "We are pleased to partner with Jazeera Airways in building a future-ready digital foundation that supports their growth strategy. By combining our expertise in aviation with our capabilities in agentic AI, engineering practices, and AI-native solutions, TCS will enable the development of intelligent, intuitive, and scalable digital channels for the airlines. This partnership reflects our commitment to helping global enterprises perpetually adapt to the evolving business landscape, leverage technology for sustainable growth, and unlock new opportunities."
The project is central to Jazeera Airways' long-term objectives, including a goal to triple passenger capacity and significantly increase digital revenues by 2029. The new digital infrastructure will help streamline group bookings, support smarter customer recognition, and is expected to improve the airline's Net Promoter Score, a recognised measure of customer loyalty and satisfaction.
TCS brings its experience from three decades in aviation, working with airlines worldwide to deliver consulting, technology and engineering services tailored to the industry. The company's domain-specific solutions, such as TCS Aviana, and its established presence in the Middle East and Africa region, contribute to its role in supporting Jazeera Airways' transformation initiatives.
TCS operates in nine countries across the MEA region, serving over 150 customers across sectors including manufacturing, healthcare, retail, media, banking, financial services, and consumer goods. The company has been recognised by the Top Employers Institute as a Top Employer for eight years in the UAE, Saudi Arabia, and South Africa.
