ICICI Bank’s Flight Booking Journey

ICICI Bank is one of India’s top private banks, known for its smart digital banking ecosystem and wide range of services. With its mobile banking app, iMobile, the bank offers several everyday beyond-banking benefits, such as recharge, bill payments, shopping, travel, insurance, and even booking flights, making it a comprehensive lifestyle marketplace. 

Let’s explore how ICICI Bank is using flight bookings to delight customers while enhancing engagement and boosting retention.‍

How to book Flight Tickets using iMobile Pay

Native Customer Journey

Customers can easily complete the entire transaction within the bank’s app, without any redirection to an external website or the need to switch apps to enter details. This provides a faster and more seamless booking experience, fostering a sense of trust and security as customers feel confident handling transactions within the familiar and trusted ecosystem of iMobile.

Multiple Payment Options to Customers

ICICI allows users to choose the convenience of paying directly from their savings account, credit card, or even using reward points—all within the app. Payment details are securely stored, saving time, reducing errors, and eliminating the need to switch apps or re-enter card information.

Add on Features

With the ICICI app, customers can conveniently add options like “show only non-stop flights,” “apply special coupons,” or “select meal preferences” directly within the booking process. These add-on features allow customers to tailor their travel experience—all in one place.

Booking History

ICICI's 'My Bookings' section centralizes all bookings, making it easy for customers to view, manage, and track travel history, expenses, and changes, enhancing convenience without the need to search through emails or other records.

Exclusive Flight Discounts

ICICI Bank’s exclusive flight discounts offer significant convenience for customers by providing immediate savings on travel and other purchases. These discounts are easily accessible through the bank's app, allowing customers to take advantage of deals without the need to search extensively. 

Secure Tech Architecture

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

Dedicated Customer Support

ICICI Bank’s customer support is a valuable benefit for customers, especially when it comes to managing bookings or resolving issues. With direct access to assistance, customers can quickly address any questions or problems they may have, from booking changes to payment issues. 

Summary

ICICI Bank's iMobile app offers frequent travelers a seamless and secure flight booking experience, combining convenience, various payment options, and robust security measures that enhance customer satisfaction and loyalty. By integrating the flight booking category in the iMobile app, ICICI Bank effectively caters to the needs of its customers, making travel planning easier and more enjoyable.

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.