Air India CEO Campbell Wilson has addressed concerns regarding the airline's operational performance, emphasizing that the rate of flight incidents is "entirely normal" when considered in the context of the Air India Group's scale and size. With over 1,200 daily flights across Air India and Air India Express, Wilson stated that the airline experiences a variety of operational scenarios, some within its control and others not.

Wilson highlighted the airline's commitment to transparency, noting that Air India has been "even more transparent than usual in reporting incidents and events, however small". He believes this approach will foster trust over time, even if it leads to increased news coverage in the short term. He also noted that sometimes extra attention leads to misinterpretations or sensationalizing normal issues, while other times the scrutiny reveals genuine areas needing improvement. In either case, Wilson said the airline must take all commentary constructively with grace and an open mind.

In addition to addressing incident rates, Wilson announced that Air India's Net Promoter Score (NPS) reached an all-time high in July. The NPS, a key indicator of passenger satisfaction, hit +34, a significant increase from -17 in FY23 and +16 the previous year. Wilson noted that over 100,000 customers provided feedback in July, contributing to this record score. This improvement reflects the airline's focus on continuous improvement and enhanced customer experience.

Air India is actively taking steps to improve its operations and customer service. The airline is planning to empower its cabin crew to issue e-vouchers to passengers on board flights to compensate for service deficiencies. This initiative aims to provide on-the-spot resolution to customer issues during their journey, enhancing transparency and customer trust. The airline has already enabled front-line teams to offer e-vouchers for issues such as mishandled baggage.

Wilson has also emphasized several measures Air India has taken to improve overall performance. These include improved training, strengthened standards, clearer Standard Operating Procedures (SOPs), and the instillation of processes to ensure compliance and consistency. The company has invested significantly in digital systems to replace paper-based processes, allowing for more complete, accurate, accessible, and usable data. The airline has also focused on improving and encouraging the reporting of safety and other matters.

Air India has also adopted philosophies from aviation safety training and consulting firm Baines-Simmons, which focuses on organizational learning and improvement before assigning blame or punishment.

These efforts come against the backdrop of intense scrutiny following a plane crash in June, and show-cause notices from the aviation regulator DGCA for certain violations disclosed by the carrier. Air India has taken measures such as temporarily reducing flights and completing inspections of its Boeing 787 and 737 fleets.