GURUGRAM- Tata Group-owned only Indian full-service carrier (FSC), Air India (AI) CEO Campbell Wilson addressed recent operational incidents, saying the airline’s event rate is normal for its scale.
With over 1,200 daily departures across the Air India Group, including Air India Express (IX), he stressed that transparency and context are essential in how the carrier communicates.
Speaking to staff after the June crash of a Boeing 787 operating from Ahmedabad (AMD) to London Gatwick (LGW), Wilson reiterated that airlines face both controllable and uncontrollable events. He said Air India has increased transparency with customers and staff to maintain trust.
Photo: By lasta29 – Air India, B787-8 Dreamliner, VT-ANR, CC BY 2.0, https://commons.wikimedia.org/w/index.php?curid=40687689Air India CEO on Incidents
Wilson explained that the sheer size of Air India’s (AI) operations inevitably leads to higher visibility of incidents.
With a departure nearly every minute across the group, even routine operational issues can appear amplified in news coverage. He reassured employees that the rate of events is comparable to global peers of similar scale.
At the same time, he highlighted the importance of communication. Air India has stepped up efforts to provide accurate and timely updates, sharing even minor incidents publicly.
Wilson called this a deliberate choice to ensure customers and stakeholders have the right context rather than speculation.
Photo: Air IndiaE-Vouchers and Customer Service Upgrades
To strengthen passenger confidence, Air India has launched an e-voucher program for disruptions such as mishandled luggage.
Currently, frontline staff have the authority to issue these vouchers directly. Plans are underway to expand this capability to cabin crew, allowing real-time resolution during flights.
Wilson said this initiative reflects a broader cultural shift at Air India—putting passengers first and empowering employees to act on the spot.
The goal is to improve customer satisfaction while embedding values of integrity, accountability, and service excellence into daily operations.
Photo: PM Narendra Modi X HandleLearning From Recent Challenges
The Tata Group-owned carrier is recalibrating operations after the June 12 accident that killed 260 people. The Boeing 787 Dreamliner, operating the Ahmedabad (AMD)–London Gatwick (LGW) route, crashed shortly after takeoff. The tragedy has intensified scrutiny on Air India’s reliability and safety standards.
In response, the airline is focusing on improving aircraft reliability, enhancing crew training, and reviewing its operational procedures. Wilson emphasized that maintaining safety while ensuring transparent communication remains the company’s top priority.
Wilson framed these measures as part of a larger cultural reset at Air India. By combining safety improvements, operational reliability, and enhanced customer service tools, the airline is working to rebuild its reputation under Tata Group ownership.
He urged employees to stay grounded, focused, and consistent in delivering service, regardless of external pressure.
Stay tuned with us. Further, follow us on social media for the latest updates.
Join us on Telegram Group for the Latest Aviation Updates. Subsequently, follow us on Google News
Air India CEO Steps Down from AI Express Board
The post Air India CEO Says ‘We Have 1,200 Daily Flights, So Incidents are Normal’ appeared first on Aviation A2Z.
