The initial phase of the program is said to focus on refurbishing the airline's Dreamliners, which are over 10 years old in some cases (Image:X/airindia)
Air India is embarking on a multi-year turnaround program to upgrade its fleet and improve the overall passenger experience in a bid to regain its former glory.
The program, led by CEO Campbell Wilson, aims to revamp the airline’s 27 Boeing Co. 787-8 Dreamliners, with a focus on consistency in product quality, crew service, punctuality, and airport experiences.
The initial phase of the program is said to focus on refurbishing the airline’s Dreamliners, which are over 10 years old in some cases.
The refit is expected to be completed by early 2027. A second phase, involving older Boeing 777 widebodies, will commence late next year, although it may be more complex due to issues with seat suppliers.
“Consistency makes an airline good,” Wilson said in an interview. “There should be a consistency in product quality, crew service, punctuality, and experience at airports and in aircraft. We are working on all of those,” he added.
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As part of the upgrade, Air India is introducing new lounges, faster connection timings, and more skilled ground employees to improve the passenger experience at its hubs in New Delhi, Mumbai, and Bengaluru.
The airline has reduced stopover times, with a flight between Australia and Europe now having a 180-minute stopover in India, compared to 10 hours previously.
Wilson also acknowledged that the overall experience hasn’t always met the airline’s requirements, with cabin interiors often featuring a mix of older and newer materials. However, he is committed to improving the experience, stating, “There are some cases that we have not done as well as we could.”
Air India faces stiff competition from low-cost carrier IndiGo, which has aggressively expanded its global reach. IndiGo has placed orders for Airbus A350s, which will start arriving in 2027, and is set to induct Airbus A321 XLRs this year, giving it access to city pairs as far-flung as Germany.
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According to the Airline, Wilson is working with Indian authorities to cut airport red tape that slows passengers departing on international flights. This includes allowing passengers to complete the immigration process at domestic-only airports before reaching one of India’s three hubs reserved for international transit.
Air India Limited is an Indian aviation company based in Gurugram, India, comprising Air India and Air India Express. The company is jointly owned by Tata Group (74.9%) and Singapore Airlines (25.1%).
