New Delhi, September 7, 2025: Air India Chief Executive Officer Campbell Wilson has reassured employees about the airline’s steady progress in performance, customer experience, and cultural transformation, while underlining its commitment to transparency and trust-building.
In a letter to staff, Wilson acknowledged the challenges faced by all airlines, referencing the scrutiny that followed the AI171 crash in Ahmedabad earlier this year. He stressed the importance of providing “timely, clear, and accurate information” during crises, noting that Air India has deliberately chosen to be more open in reporting even minor incidents.
While this approach has temporarily increased media coverage, Wilson pointed out 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 emphasized that such transparency will, over time, help reinforce customer and stakeholder trust.
The CEO also highlighted significant operational improvements. Air India’s on-time performance in August crossed 80%, nearly 10 percentage points higher than its 2024 average. Customer sentiment reflected this progress, with the net promoter score (NPS) climbing to a record 36 in August, sustaining the positive momentum from July. Other service metrics, including mishandled baggage rates and reunion times, also showed notable progress.
To further enhance passenger experience, Wilson announced that frontline staff have been empowered to issue e-vouchers in cases of service shortcomings, with plans to extend this facility to cabin crew for immediate inflight resolutions.
“These steps, combined with improved service metrics, reflect the culture we are building—staying grounded, focused, and authentic in everything we do,” Wilson said.
The airline is also reviving signature elements of its brand, including an in-flight magazine, curated menus, and stronger social media engagement. On the network front, Air India will operate twice-daily non-stop flights between Delhi and Jaisalmer from October 2025 to March 2026.
Meanwhile, subsidiary Air India Express (AIX) continues to expand, with services to Dehradun starting September 15, bringing its reach to 58 domestic and 17 international destinations. AIX also recently became a member of the International Air Transport Association (IATA), underscoring its commitment to safety and service standards.
To attract passengers, Air India launched a limited-period promotional sale (September 2–7) with special fares on select short-haul international routes across South Asia, Southeast Asia, and the Middle East.
