SBI Makes Flight Bookings Simple and Fast

State Bank of India, the largest public sector bank in India, is renowned for its innovative digital banking ecosystem and extensive range of services. With a vast customer base of over 450 million, SBI has consistently embraced innovation to stay ahead in the digital era. The bank has prioritized digital transformation, and its UPI app, BHIM SBI Pay delivers a personalized marketplace experience. As part of its marketplace solution, BHIM SBI Pay offers a variety of beyond banking services, including recharges, bill payments, hotels, bus, and even flight bookings, creating a comprehensive retail customer ecosystem.

Let’s explore how BHIM SBI Pay's flight booking service is enhancing customer engagement and driving retention among SBI's travel customers.

Native Customer Journey

Customers can easily complete the entire transaction within the BHIM SBI Pay app, without being redirected to external websites or needing to switch apps. This seamless process fosters trust and security, as customers feel confident handling transactions within the familiar and trusted ecosystem of SBI’s UPI app.

Secure Payments Without OTP

The payment process on the BHIM SBI Pay app is quick and easy:

• Direct Account Debit: The flight booking amount is directly deducted from the user's savings account or preferred payment method, without the need to re-enter payment details.
• No OTP or MPIN Required: Unlike other apps, BHIM SBI Pay eliminates the need for OTP or MPIN, making the purchase process faster and more convenient within the SBI marketplace.

Add-on Features 

The SBI app allows customers to personalize their travel experience by adding options like “show only non-stop flights,” “apply special coupons,” or “select meal preferences” during the booking process. These add-ons enable customers to tailor their bookings—all in one place as part of the SBI beyond banking experience.

Exclusive Flight Discounts

SBI offers exclusive flight discounts that provide customers with immediate savings on travel and other purchases. These discounts are easily accessible through the bank's app, enabling users to take advantage of deals within the SBI marketplace without extensive searching.

Booking History

The ‘My Bookings’ section centralizes all past bookings, making it easy for customers to view, manage, and track their travel history, expenses, and changes. This feature eliminates the need to search through emails or other records, enhancing convenience.

Dedicated Customer Support

SBI Bank’s customer support provides valuable assistance, especially when managing bookings or resolving issues. Customers can quickly reach out for help with booking changes, payment issues, or any other concerns, ensuring a smooth experience and strengthening the digital marketplace strategy.

Secure Tech Architecture 

The entire booking process is supported by robust technology that is ISO 27001 certified, a globally recognized standard for information security. This certification ensures that the bank has strong systems in place to protect sensitive information from unauthorized access, data breaches, and cyberattacks.

Summary

The integration of flight booking service within SBI’s digital ecosystem has significantly boosted customer satisfaction, engagement, and loyalty. By providing a seamless and secure experience on a single platform, SBI has enhanced the overall user journey, allowing customers to complete transactions with ease and confidence. This has not only fostered trust but also encouraged frequent interactions among frequent travelers, increasing customer engagement.

About Nuclei‍

‍Nuclei specializes in building purpose-driven ecosystems, working with 25+ global banks and telecoms to design tailored solutions. By leveraging its expertise in creating ecosystem-based marketplaces, Nuclei delivers personalized and comprehensive platforms that cater to diverse customer segments, including retail, business, corporate, expats, senior citizens, CXOs, and UHNIs.

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