Air India Boosts Transparency After Recent Incident

Air India has recently come under scrutiny following the tragic crash of flight AI 171, which resulted in the loss of 260 lives. In response, the airline has taken significant measures to enhance transparency in reporting incidents, regardless of their size. CEO Campbell Wilson addressed the airline's staff, stating that the incidence rate is entirely normal for an airline of Air India's scale.

Wilson explained that the increased transparency is crucial when the airline is in the spotlight. He noted that while reporting more incidents may lead to a perception of increased frequency, it is important to provide timely and accurate information. With over 1,200 flights departing daily, the number of reported incidents can appear substantial, but it aligns with the operational scale of the airline.

In light of recent events, including several high-profile aircraft snags, Air India has adopted a more cautious approach to flight safety. This includes a "safety pause" that entails additional technical checks on aircraft before flights. Although these measures have led to some operational disruptions, Wilson assured employees that performance metrics are improving.

In his message, Wilson highlighted that the airline is gradually reintroducing familiar services, such as its in-flight magazine and specialty menus, as part of its recovery process. He also mentioned that the on-time performance for August surpassed 80%, which is a significant improvement compared to previous months.

Moreover, Wilson shared that the airline's Net Promoter Score (NPS) for August reached a historic high of 36. Other performance metrics, including the handling of baggage, have also shown remarkable improvement. The airline's front-line teams are now empowered to provide e-vouchers to customers in case of service shortfalls, enhancing customer experience and satisfaction.

Through these initiatives, Air India aims to foster a culture of integrity and authenticity within its operations. By staying grounded and focused on its core values, the airline is not only addressing the immediate concerns but also building a stronger foundation for future growth and customer trust.