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In a staff note dated September 5, the Air India CEO stated that the carrier has been deliberately more open in reporting even minor events
Air India’s chief executive officer (CEO), Campbell Wilson. (AFP file photo)
Air India CEO Campbell Wilson has downplayed concerns over recent aircraft-related incidents, saying that, given the airline group’s vast operations, the “incidence rate is entirely normal.”
In a staff note dated September 5, Wilson stated that the carrier has been deliberately more open in reporting even minor events.
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“When the spotlight is on us, it’s crucial to offer timely, clear and accurate information and the right context. So, over recent weeks, we have been even more transparent than usual in reporting incidents and events, however small,” he said.
He acknowledged that this heightened transparency may create a temporary surge in media coverage but argued that it will ultimately strengthen trust.
“In the short term, though, it naturally results in an uptick of news coverage, and with more than 1,200 departures every single day – nearly one every minute – across the Air India Group, it can seem like a lot. In the context of our scale and size, however, the incidence rate is entirely normal,” Wilson noted.
The CEO also highlighted new steps to improve customer experience, including empowering staff to resolve service lapses on the spot.
While frontline teams can already issue e-vouchers for issues such as mishandled baggage, Wilson said the facility will soon be extended to cabin crew.
“(We) are also working to extend this capability to our cabin crew, enabling them to provide on-the-spot resolution to customers during their journey,” he explained.
The Tata Group-owned airline, along with Air India Express, operates over 1,200 flights daily.
In addition to operational improvements, Air India is gradually bringing back familiar touches such as an in-flight magazine, special menus, and a stronger social media presence.
“We are building the brand values that matter most: staying grounded, staying focused, and acting with authenticity and integrity, whether or not someone is watching,” Wilson added.
September 07, 2025, 20:17 IST
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