Contents

• Introduction• CRM in Jet Airways Overview• Jet Privilege Membership• JP Miles• Dynamic Tier Review• Fast Track Updating• Jet Privilege on SMS• Check-In Options• Upgrade Vouchers• Jet Lounge• Baggage Allowance• Premiere Check-In• Priority Baggage Handling• Codeshare Agreements & Partnerships• CRM Architecture & Process• Latest CRM News on Jet Airways

INTRODUCTION

• Jet Airways is the major Indian Airline based in Mumbai and market leader.

• Main domestic hubs are Mumbai and Delhi and international hub is Brussels.

• It is the second largest airline after Air India.

• Jet Airways was incorporated as an air taxi operator on 1 April 1992.

• In the year 2007,Jet Airways took over Air Sahara, renamed as JetLite.

• Jet Airways has won a number of awards for its world class service.

• Jet Airways was the first private airline of India to fly to international destinations.

• Jet Airways operates over 400 flights to 43 destinations in India and 24 worldwide.

CRM DEFINITION

• CRM ≠ Frequent Flyer Program

• Loyalty Program ≠ Frequent Flyer Program

• A comprehensive customer loyalty management (or CRM) strategy and solution manages all customers interactions in a consistent and value oriented manner

HOW IT IS DONE IN JET AIRWAYS

JET PRIVILEGE

• Five membership tiers

– Jet Privilege blue(base tier)– Blue Plus– Three elite tiers (for frequent fliers)

• Silver• Gold• Exclusive Platinum

Contd..

• Multiple opportunities to earn JP miles– Members earn JPMiles when flying on Jet Airways, Jet Airways Konnect,

JetLite, Jet Airways codeshare flights– While availing the services of 80 Global Programme Partners

• Automatic recording of JP miles– Members must quote their Jet Privelege membership number when making

bookings on flights

Dynamic Tier Review

• The Dynamic Tier Review (DTR)

– Unique to Jet Airways

– DTR is an award winning, multi-period and multi-criteria-based tier review

– With DTR upgrade to the higher tier is quicker and tier renewal is easier

– The DTR evaluates a member's tier based on Tier Points and Tier JPMiles earned

TEIR POINTS EARNED

Cabin Jet Airways, Jet Airways Connect & Jet Lile Codeshare

International Domestic Int / Domestic

First Class 5 N.A 1

Premiere / Konnect Select

3 2 1

Economy 1 1 1

FAST TRACK UPGRDING

Contd..

• Earn JPMiles on e-Service

• Validity of JPMiles

• Redemption of JPMiles

– members can start redeeming JPMiles for award tickets on Jet Airways, Jet Airways Konnect, JetLite and on Airline Partners

Contd.

• Members can also take advantage of the following options

– Purchase JPMiles– Transfer JPMiles– JPMiles Upgrade– Cash Upgrade– Cash N Miles ticket

• Personalised Web Access

JetPrivilege on SMS

Members can simply send an SMS to 56388 and get instant updates on theirJet Privilege account:

• SMS facility is available only on mobile numbers registered in India and recorded in the JetPrivilege membership account.

Tele Check-in

Book preferred seat by calling the Jet Airways reservations office and Tele checkin for your flight as per the timings mentioned below:

On Jet Airways and Jet Airways Konnect:• Première and Konnect Select guests, JetPrivilege Platinum and Gold members can

call between 48 hours and 60 minutes prior to their flight departure• JetPrivilege Silver and Blue Plus members can call between 24 hours and 60

minutes prior to their flight departure.

On JetLite • As a JetPrivilege member in any tier, enjoy Tele Check-in 48 hours to 2 hours prior

to flight departure. The benefit is applicable only on domestic sectors within India. Seat allotment is on first-come, first-serve basis depending on availability

Kiosk Check-in

• With new age Kiosks at select airports in India, print the boarding pass at the touch of a screen when traveling with only hand baggage anytime between 24 hours and 45 minutes prior to flight departure.

• The Kiosk Check-in for all domestic Jet Airways and Jet Airways Konnect flights from the 6 metro airports closes 45 minutes prior to departure.

Web Check-in• Select the preferred seat and also print the boarding pass at jetairways.com when

holding confirmed e-ticket and traveling out of select airports on Jet Airways and Jet Airways Konnect. Earn 250 Bonus JPMiles on eligible classes.

SMS Check in• Check-in with a single SMS and instantly avail a confirmed seat number on your

mobile phone. Earn 250 Bonus JPMiles on eligible classes.

Complimentary Upgrade Vouchers

Enjoy a one-cabin upgrade to Konnect Select, Première or First Class by using the Eliteor JACC upgrade voucher(s).

Elite tier upgrade vouchers

• JetPrivilege Platinum, Gold and Silver members will be awarded with 5, 3 and 1 Elite tier upgrade voucher(s) respectively when the Tier Points or Tier JPMiles required for a tier upgrade or renewal is completed.

Jet Airways Citibank Credit Card (JACC) upgrade vouchers

Jet Airways Citibank Platinum Credit Cardholders will receive an upgrade voucher:• On enrolment• At the time of renewal and Every time they earn 8,000 JPMiles through spends on

their Jet Airways Citibank Credit Card.Jet Airways Citibank Titanium Credit Cardholders and CitiBusiness Cardholders willreceive an upgrade voucher:• Every time they earn 10,000 JPMiles through spends on their Jet Airways Citibank

Credit Card.

How to avail the upgrade facility?

• The number of vouchers required for an upgrade per flight, is based on "Traveled Distance" concept with a minimum of 1 voucher per boarding pass.

• The number of vouchers needed for an upgrade is directly proportional to the distance of the flight.

• The voucher requirement for a one-way, one-cabin upgrade is as below:

Jet Lounge

• Access to Jet Lounge at Delhi, Bangalore, Brussels, Hyderabad, Mumbai, Newark.

• Airports with multiple lounges, Guests Service staff assistance with the appropriate lounge.

• First Class and Premiere passengers can access lounge with one accompanying guest.

Baggage Allowance

Contd..

Premiere Check-In

Priority Baggage Handling

Code Share Agreements

Global Partners

Latest Jet CRM news

• IBM signs 10 year, $62 Million deal with aviation giant Jet Airways.

• IBM will be managing the IT infrastructure of Jet which will cover all the CRM operations

For Example- Frequent flier program, Central help desk support, Data storage and server operation.

• Epsilon Fuels Jet Airways' Customer Relationship Management to inspire travel.

• Mercator, the IT division of the Emirates Group, has successfully implemented its CRIS frequent flyer and customer relationship management solution at India's private carrier Jet Airways.

Contd….

• Kenya Airways in Code Sharing Deal With Jet Airways.

- The deal will allow programme members of both partners to earn and redeem miles on entire network of the other airline.

- This will increase air traffic between India and Africa.

• Jet Airways rewards frequent flyers for Tripadvisor review.

- Jet Airways and TripAdvisor India have teamed up in a mutual promotion to attract both new members for Jet Airways’ frequent flyer programme and to increase the number of reviews by Indian travelers on TripAdvisor India.

-. The promotion lets members of JetPrivilege, the frequent flyer program of Jet Airways, earn basic JPMiles by writing hotel reviews on tripadvisor.in.