Tata Consultancy Services has announced a strategic partnership with Jazeera Airways, Kuwait’s leading low-cost airline, to lead the next phase of the airline’s digital transformation. This marks Jazeera Airways’ first major IT modernization program as it completes 20 years of operations.
Through this collaboration, TCS will modernize Jazeera Airways’ digital platforms, including its website, mobile applications, and customer service channels. The initiative aims to enhance digital customer engagement, streamline bookings, and support new revenue models.
The transformation includes the development of AI-powered tools such as a generative chatbot, an intelligent offer engine for personalized upselling and cross-selling, and a “Customer 360° Insights Hub” for data-driven personalization. A unified multi-currency payment gateway and promotional engine will also be implemented to support international customers and drive direct bookings.
In addition, TCS will help build a group booking platform tailored for complex itineraries, offering an improved user experience for corporate and group travelers. These updates will be supported by a retail-focused ancillary platform designed to increase non-ticket revenue opportunities.
Jazeera Airways currently operates flights to over 60 destinations across the Middle East, Central and South Asia, and Europe. Since its launch in 2004 as the Middle East’s first privately owned airline, it has served more than 5 million passengers.
TCS will deliver the transformation using its AI-native approach, covering product management, user experience design, system integration, testing, and continuous development. The program is intended to create a scalable and connected digital foundation that supports growth and improves customer interactions across channels.
This collaboration underscores a broader trend in the aviation industry, where digital capabilities and customer-centric innovations are becoming key differentiators in operational efficiency and passenger experience.
