Phonon, a customer experience automation company in India, has partnered with Kuwait-based low-cost carrier Jazeera Airways to introduce ‘JazLink’, an AI-driven digital communication platform designed to keep passengers informed throughout their travel journey.
Developed on Phonon’s flexible no-code aviation flow designer, 22North, JazLink enables Jazeera Airways to create and deploy real-time, multilingual WhatsApp alerts and omnichannel engagement journeys within minutes. The platform automates key touchpoints such as flight status updates, baggage notifications, feedback requests, and rebooking links, ensuring every interaction is timely, contextual, and personalised.
The collaboration delivers a 73 per cent improvement in passenger notification efficiency, supported by AI-led automation and suppression logic that eliminates duplicate messaging. Notably, passengers will now receive automated baggage belt alerts, a first-of-its-kind initiative in the GCC—enhancing arrival experiences and enabling faster turnarounds.
Ujwal Makhija, Founder & Managing Director, Phonon, said, “We are thrilled to partner with Jazeera Airways to launch JazLink, a leap toward intelligent, human-like communication for passengers. Our mission is to automate meaningful outcomes through AI. With JazLink, passengers gain a true digital companion that keeps them informed, assured, and connected at every touchpoint.”
The partnership marks Phonon’s flagship aviation collaboration in the GCC, reinforcing its Middle East expansion strategy. Phonon’s AI-based solutions have consistently delivered up to 35% higher communication accuracy, helping airlines and enterprises build proactive, high-trust customer journeys.
Paul Carroll, Chief Commercial Officer, Jazeera Airways, said, “At Jazeera Airways, our focus is on creating a simple, connected, and customer-first travel experience. Partnering with Phonon enables us to elevate our digital capabilities and deliver real-time, multilingual updates that redefine how passengers experience travel in the connected world.”
As part of its long-term vision, Jazeera Airways aims to reduce call centre load, enhance Net Promoter Score (NPS), and triple passenger capacity by 2029, supported by a strong digital foundation.
