Air India CEO Campbell Wilson recently acknowledged that the airline could have managed delays more effectively. In a candid admission, Wilson addressed the challenges faced by the airline and outlined the steps being taken to enhance operational efficiency. His comments come amid increasing scrutiny from passengers and regulatory bodies regarding flight punctuality and overall service quality.

Wilson emphasized that the airline is committed to improving its on-time performance, recognizing that delays have a significant impact on passenger experience. He noted that several factors contribute to flight delays, including technical issues, air traffic congestion, and weather conditions. However, he also admitted that there are areas within the airline’s control where improvements can be made. This includes better coordination between various departments, more efficient scheduling practices, and enhanced communication with passengers during delays.

To address these issues, Air India has initiated several measures aimed at streamlining operations. Wilson highlighted the importance of investing in technology to monitor and manage flight operations more effectively. The airline is implementing advanced systems for real-time tracking of aircraft and better predictive maintenance to minimize technical delays. Additionally, efforts are being made to optimize crew scheduling and ensure that staff are better prepared to handle unexpected disruptions.

Improving passenger communication is another key focus for Air India. Wilson acknowledged that passengers often feel frustrated and uninformed during delays. To address this, the airline is enhancing its communication protocols to provide timely and accurate information to passengers. This includes updates through multiple channels such as SMS, email, and social media, ensuring that passengers are kept informed about the status of their flights and any expected delays.

Wilson also stressed the importance of customer feedback in driving improvements. He stated that the airline is actively seeking input from passengers to identify pain points and areas for enhancement. Regular surveys and feedback mechanisms are being used to gather insights, which are then analyzed to inform operational changes. By listening to passengers and addressing their concerns, Air India aims to rebuild trust and loyalty among its customer base.

Looking ahead, Wilson expressed confidence in Air India’s ability to turn the corner and enhance its reputation for reliability and service quality. He acknowledged that while challenges remain, the airline is committed to making the necessary changes to ensure a better travel experience for its passengers. With a focus on operational excellence, effective communication, and customer-centric initiatives, Air India aims to significantly improve its performance and meet the expectations of modern travelers.