When the Tata Group, a prominent conglomerate, acquired Air India in October 2021, CEO Natarajan Chandrasekaran articulated a clear vision: to transform the airline into a world-class carrier. Leading this ambitious endeavour is CEO Campbell Wilson, recruited from Singapore’s Scoot in 2022 to spearhead Air India’s revival.

 

Wilson acknowledges the significant decline in Air India’s standards over the years but remains optimistic about the journey ahead. With a comprehensive five-year turnaround plan, the Tata Group has injected substantial investments into the airline, focusing on fleet modernisation, brand revitalisation, and service enhancements.

 

One of the primary challenges facing Air India was its ageing fleet, neglected for decades. To address this, the airline swiftly added 36 leased aircraft, enabling the launch of new international routes and increased frequencies. Additionally, plans are underway to procure 470 new Airbus and Boeing aircraft, marking a significant step towards operating a modern and fuel-efficient fleet.

 

In parallel, Air India is investing $400 million to retrofit its existing aircraft, ensuring that both narrow-body and wide-body planes receive updated interiors and amenities. These enhancements, coupled with the introduction of premium economy seats and revamped food menus, aim to elevate the onboard experience for passengers.

 

However, the success of Air India’s revival hinges not only on fleet upgrades but also on restoring customer confidence. High-profile incidents, such as service mishaps and controversies, have eroded trust in the airline. Addressing these issues requires a fundamental shift in the airline’s customer service culture, a task that industry experts deem crucial for long-term success.

 

Despite the challenges, Air India has made significant strides in its turnaround efforts. Investments in IT infrastructure and workforce expansion signal a commitment to enhancing operational efficiency and service quality.

 Furthermore, strategic initiatives, such as route expansions and the consolidation of carrier Vistara, underscore the airline’s determination to regain market share and prominence.

 

As Air India charts its path towards recovery, Wilson emphasises the importance of perseverance and patience. Recognising that transformation takes time, he envisions an airline that embodies both modernity and tradition, rooted in the warmth of Indian hospitality.

 

In essence, Air India’s comeback story is a testament to resilience and determination—a marathon journey fuelled by the aspiration to reclaim its position among the world’s leading airlines.