Air India AI.g + eZ Booking: One Chatbot to Rule Them All?
By Diya Verma (Diya Verma flies from Tier-2 Indian cities and chases every possible fare hack — reposition flights, hidden-city ticketing, mileage runs and OTA bundle tricks. She has booked 200+ international trips out of Lucknow, Indore and Jaipur.) · Published · 11 min read
Air India has been running AI.g long enough to have processed over 7 million customer queries. They've now layered eZ Booking on top — a natural-language command system that's supposed to make booking as easy as typing a sentence. I tested both, and the results are more nuanced than the press releases suggest.
TL;DR — AI.g and eZ Booking in One Paragraph
Air India's AI.g is a virtual assistant with a substantial training history — reportedly over 7 million customer interactions — handling support queries, flight info and booking guidance. eZ Booking is a newer natural-language overlay that lets you type commands like 'book economy to London in August under ₹60,000' directly into the booking interface. Together they represent Air India's most serious push at AI-led booking. They work better than most people expect for straightforward tasks. For complex international routing or maximum fare savings, a metasearch comparison is still the right starting point.
What Is AI.g and What Has It Learned from 7 Million Queries?
AI.g launched before the Vistara merger was complete, so it's had time to accumulate a substantial query corpus. That history matters — a chatbot trained on millions of real passenger questions, including the messy, ambiguous, poorly-spelled ones that actual humans send at 2am, is meaningfully better at understanding intent than a model trained on clean synthetic data.
The practical result is that AI.g handles unusual phrasings, spelling errors and mid-sentence topic changes better than fresher airline chatbots. If you type 'wht is the bagage allwance for AI 171' it'll figure out what you're asking. That's not glamorous AI, but it's the most common type of useful AI.
Post-Vistara merger, Air India absorbed the Vistara frequent flyer base (Club Vistara members were migrated to Flying Returns) and the expanded route network. AI.g now covers queries across both the former Air India and former Vistara inventory, which is a significant expansion. If you're a former Club Vistara member asking about points balances or redemption, AI.g should be your first stop — it's been updated to handle merger-related queries that a generic OTA chatbot wouldn't know about.
eZ Booking: Natural Language Commands Actually in Practice
eZ Booking is the feature I was most curious about. The concept is clean: instead of selecting from dropdown menus and date pickers, you type a natural-language booking command and the system interprets it into a flight search. 'Economy, Delhi to Tokyo, two adults, 15 to 22 September, non-stop preferred' should produce a filtered results page without you touching a single dropdown.
In testing, it worked about 70-75% of the time on the first try. Straightforward commands with specific dates and cities parsed cleanly. Where it struggled was with relative dates ('next month'), ambiguous city names (if you type 'Cochin' it may or may not correctly map to COK vs. the broader Kochi metro), and multi-leg itineraries. For simple return trips on major routes, eZ Booking is genuinely faster than the form interface.
The feature also understands some preference language — 'morning flights', 'cheapest option', 'direct only'. These map to existing filter states, so you're not getting any AI-exclusive fare data; you're just applying filters via voice/text instead of clicks. That's still a real usability win for some travellers.
Where AI.g Beats Third-Party AI Search
A few specific scenarios where Air India's own AI tool has genuine advantages over third-party metasearch or OTA chatbots:
- Flying Returns queries: Points balance, award availability, tier benefits, partner airline redemptions — AI.g has direct access to the Flying Returns database. An OTA chatbot doesn't.
- Merger-related queries: Former Vistara routes, Club Vistara migration questions, legacy booking references — AI.g has been specifically trained here.
- Real-time flight operations: AI.g can access live Air India flight status, delay information and operational updates more reliably than third-party tools that depend on data feeds with variable lag.
- Ancillary upgrades: If you want to add baggage, upgrade a seat, or add a meal to an existing Air India booking, AI.g can navigate you through that without you digging through menus.
Where AI.g Lags Behind Third-Party AI Search
The obvious one first: AI.g only shows you Air India flights. Air India's route network is now genuinely extensive post-Vistara merger — domestic plus long-haul international, with business class on international routes — but there are plenty of city pairs, especially tier-2 domestic routes, where IndiGo or Akasa Air have more frequency and often better prices.
For routes like Indore–Dubai or Jaipur–Singapore, checking Air India is necessary but not sufficient. I've found meaningful price differences on these routes by running a metasearch comparison before committing. Sometimes Air India is cheapest. Sometimes Air India Express (their own low-cost subsidiary) has a better price than the main Air India search surface, and AI.g doesn't always surface AI Express fares first.
The natural-language booking via eZ Booking also doesn't do flexible-date exploration in the way that Google Flights' calendar grid or a metasearch's date flexibility tool does. If your travel dates are fixed, eZ Booking is fine. If you're trying to find the cheapest week across a 30-day window, you're better served by a tool built for that.
AI.g for Post-Booking: Refunds, Changes, Claims
This is where Air India's AI investment shows most clearly. Post-booking tasks — especially involving a merger-era booking or a former Vistara PNR — can be genuinely confusing via human agent channels. AI.g handles these with more consistency than the phone queue, in my experience, because it's been specifically trained on the merger-related policy mapping.
Refund timelines through AI.g-initiated requests are subject to the same Air India processing times as any other channel — typically several business days for refundable fares, longer for non-refundable with exceptions. DGCA's passenger rights guidelines specify minimum standards for delays and cancellation compensation; you can query AI.g about your rights in these scenarios, though for formal claims you'll want to follow up through Air India's official complaint channel or directly with DGCA if the airline is unresponsive.
Bottom Line: A Mature Airline Chatbot With Real Limitations
AI.g is probably the most capable airline-owned chatbot operating in India right now, largely because it has the most training data and the most complex post-merger context to handle. eZ Booking is a genuinely useful addition for travellers who prefer typing over forms.
But 'best airline chatbot in India' and 'best way to find the cheapest flight' are different benchmarks. For booking Air India specifically, or for Flying Returns queries, or for post-booking Air India support, AI.g is excellent. For finding whether Air India is cheaper than Akasa or IndiGo on your specific route, start with a metasearch, then book direct with whichever airline wins. Also worth reading: our IndiGo 6Eskai review and the MakeMyTrip Myra review to understand how these tools compare across the ecosystem.
Frequently asked questions
What is Air India AI.g and how is it different from a regular chatbot?
AI.g is Air India's virtual assistant trained on over 7 million customer interactions, giving it strong performance on common passenger queries including merger-related questions from the former Vistara customer base. It's accessible on Air India's website and app, and handles booking, support and loyalty programme queries better than most rule-based airline chatbots.
What is eZ Booking on Air India?
eZ Booking is a natural-language command feature layered on Air India's booking interface. You type a sentence describing your trip — route, dates, class, preferences — and it translates that into a filtered flight search without needing you to use dropdowns and date pickers. It works well for straightforward return trips on major routes.
Can AI.g help with Flying Returns points and the Vistara merger migration?
Yes — this is one of AI.g's strongest use cases. It has direct access to Flying Returns account data and has been trained specifically on post-Vistara merger queries, including Club Vistara points migration to Flying Returns. Former Club Vistara members with outstanding points or tier status questions should use AI.g as a first step.
Does Air India AI.g show flights from other airlines?
No — AI.g is Air India's own tool and only shows Air India and Air India Express inventory. For cross-airline comparison, use a metasearch platform like <a href='/'>FlightGPT</a> that aggregates fares from IndiGo, Akasa, Air India and others in one view.
How do I claim compensation for a delayed or cancelled Air India flight through AI.g?
AI.g can explain your compensation entitlements under DGCA passenger rights guidelines and initiate a compensation claim. For domestic delays of more than a certain duration, DGCA specifies minimum meal and accommodation obligations. If the airline doesn't respond adequately, you can escalate directly to DGCA's Grievance Portal — AI.g should give you that option as well. Processing times for resolved claims vary, typically several weeks for cash compensation.
Is eZ Booking available in Hindi or other Indian languages?
Air India has been expanding multilingual support across AI.g and eZ Booking as of 2026, with Hindi support being the most developed alongside English. Check Air India's official help centre for the current list of supported languages, as this has been actively expanding.