Air India CEO Campbell Wilson has recently communicated with employees, emphasizing the airline's significant strides in operational performance, customer experience, and network expansion, alongside a steadfast commitment to transparency and cultural transformation. Addressing recent scrutiny and a crisis it faced, including a fatal Ahmedabad plane crash of its Boeing 787 Dreamliner on June 12 that tragically killed 260 people, Wilson acknowledged that airlines frequently encounter various operational challenges, some within control and others beyond. He stressed the importance of providing timely, clear, and accurate information, especially when the airline is under public attention, and confirmed that Air India is recalibrating operations and taking steps to improve aircraft reliability following such incidents.

Wilson highlighted Air India's deliberate move towards increased transparency in reporting incidents and events, irrespective of their minor nature. While this approach has temporarily led to more news coverage, he clarified that, given the Air India Group's scale of over 1,200 departures daily—nearly one every minute—the incidence rate remains "entirely normal." He asserted that this transparency is crucial for building long-term trust, even if it causes a short-term uptick in media reports.

The CEO also detailed notable improvements in key performance indicators. Air India's On-Time Performance (OTP) in August surpassed 80%, marking a nearly 10 percentage point increase above the combined Air India and Vistara 2024 average. Customer sentiment, measured by the Net Promoter Score (NPS), reached an historic high of 36 in August, continuing strong momentum from July. Other service metrics have also seen significant enhancements, including a reduction in mishandled baggage rates and an improved speed in reuniting passengers with their luggage.

To further elevate customer service and empower staff, Air India has enabled front-line teams to issue e-vouchers to customers experiencing service shortfalls, such as mishandled baggage. Plans are underway to extend this capability to cabin crew, allowing them to provide immediate resolutions to passengers during their journeys. Wilson underscored that these initiatives, along with the improved metrics, are a reflection of the evolving organizational culture and core brand values: staying grounded, focused, and acting with authenticity and integrity.

In terms of enriching the passenger experience, Air India is progressively reintroducing elements such as its in-flight magazine, specialty menus, and enhanced social media engagement. On the network front, new seasonal twice-daily non-stop flights between Delhi and Jaisalmer have been announced, operating from October 2025 until March 2026. Furthermore, Air India Express (AIX) is expanding its operations, having added new services from Chandigarh and Ahmedabad, with Dehradun set to join its network on September 15. This expansion will bring AIX's total network to 58 domestic and 17 international destinations. AIX's commitment to safety and operational excellence was also reinforced by its official welcome as a member of the International Air Transport Association (IATA). To attract more travelers, the airline also launched a limited-time promotional sale from September 2-7, offering attractive fares for Business Class and Premium Economy on selected short-haul international routes across South Asia, Southeast Asia, and the Middle East.