Air India's Transformation: A lot is going on to make it a world-class airline
Air India, now owned by the Tata Group, has embarked on a transformative five-year plan and a lot is going on. The airline is making billions-worth of investments in new aircraft, upgrading IT systems, revamping internal processes, and enhancing the consumer experience to shed its legacy image, ToI reported.
“To transform an organisation which needed large investments both in terms of the infrastructure, people, processes, in every possible area and to build it up and bring it to this level and to continue to work towards building it to a world class airline is a tough and interesting journey… but we are moving at a very good pace,” said Rajesh Dogra, Chief Customer Experience Officer at Air India.
After Tata Group acquired Air India in 2022, the first year focused on fixing the basics to meet customer and industry expectations. Dogra said, «The idea is to transform it from a legacy organisation which has had several issues into a new world class airline. A lot of focus was put on training programmes, recruitment.»
Air India aims to position itself as a «world class global airline» in the competitive $908 billion global aviation market. With an anticipated 4.9 billion travelers globally in 2024, capturing this market is crucial. In response, rival Indigo plans to launch business class on 12 domestic routes from mid-November.
The airline has introduced new amenities in its A350-900 aircraft, already in service on Delhi-London routes. These include updated bedding, chinaware, tableware, and new amenity kits for
