Chaitra VN has joined Paytm as Associate Vice President – Customer Service for its travel business, moving from Practo, where she held roles spanning customer support, customer success and experience management.
Announcing her new role in a LinkedIn post, Chaitra outlined her focus on improving the customer experience when travel plans do not go as expected. These include situations involving flight delays, cancelled bookings and pending refunds, where timely assistance and clear communication can make a significant difference.
She highlighted responsive support, transparent communication and thoughtful resolution as key priorities in her new role, underscoring the importance of helping customers navigate disruptions throughout their travel journey.
For digital travel platforms, customer service extends beyond the booking process. Issues involving ticket confirmation, cancellations, refunds and changes to travel plans can shape customer confidence in the platform. Effective service recovery therefore remains an important part of the overall travel experience.
Chaitra also acknowledged her tenure at Practo, thanking the company for the opportunities, learning and professional relationships that contributed to her journey.
Her move brings experience from the digital healthcare sector to Paytm’s travel business, with a focus on customer support and experience management in a segment where timely assistance and effective issue resolution are central to the post-booking journey.
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