New Delhi: Air India Chief Executive Officer Campbell Wilson has reassured employees of the airline’s progress in operations, customer experience, and cultural transformation, while stressing the company’s commitment to transparency.
In a letter to staff, Wilson acknowledged the operational challenges faced by all airlines, citing the scrutiny following the AI171 crash in Ahmedabad earlier this year. “When the spotlight is on us, it’s crucial to provide timely, clear, and accurate information,” he wrote, noting that Air India has chosen to be “more transparent than usual” in reporting incidents, however small.
While such openness has led to increased media attention, Wilson emphasized that with more than 1,200 daily departures across the group, the rate of incidents is “entirely normal” for an airline of its size. He added that over time, this transparency will help build stronger trust with customers and stakeholders.
The CEO highlighted marked improvements in key performance areas. Air India’s on-time performance in August exceeded 80%, nearly 10 percentage points higher than last year’s average. Customer sentiment also improved, with the net promoter score (NPS) reaching a record 36 in August, building on strong momentum from July. Other service indicators, such as mishandled baggage rates and bag reunification times, also showed progress.
Wilson further outlined initiatives to empower frontline staff, including enabling them to offer e-vouchers to passengers in cases of service shortfalls, with plans to extend this capability to cabin crew for on-the-spot resolutions during flights.
“These measures, along with improved metrics, reflect the organizational culture we are building and the brand values that matter most: staying grounded, focused, and acting with authenticity,” he said.
Air India is also reviving elements of its classic passenger experience, such as the in-flight magazine, specialty menus, and enhanced social media engagement. On the network side, the carrier will launch twice-daily non-stop flights between Delhi and Jaisalmer from October 2025 to March 2026.
Subsidiary Air India Express (AIX) is also expanding, with Dehradun operations set to begin on September 15, raising its reach to 58 domestic and 17 international destinations. AIX was recently inducted as a member of the International Air Transport Association (IATA), a recognition of its safety and service standards.
To attract more customers, Air India also rolled out a limited-time sale offering special fares on select short-haul international routes, covering South Asia, Southeast Asia, and the Middle East.
