Air India CEO Campbell Wilson has addressed recent scrutiny of the airline's operations, asserting that the rate of flight incidents is "entirely normal" when considered in the context of the Air India Group's overall scale and size. Wilson emphasized the airline's commitment to transparency, noting that increased reporting of even minor incidents has led to heightened news coverage. He believes this transparency will ultimately foster greater trust in the long run.

In a message to employees on September 5, 2025, Wilson acknowledged the significant attention Air India's operations have received recently, both internally and externally. He pointed out that airlines routinely encounter a mix of operational scenarios, some within their control and others not. Wilson stressed the importance of providing timely, clear, and accurate information, along with the appropriate context, especially when the airline is under the spotlight.

Wilson highlighted that the Air India Group operates over 1,200 departures daily – nearly one every minute. While the increased reporting might seem alarming, he reiterated that the incidence rate aligns with the airline's scale.

As part of its efforts to improve customer service, Air India is empowering its front-line teams to offer e-vouchers to customers experiencing service shortfalls, such as mishandled baggage. The airline is also working to extend this capability to cabin crew, enabling them to resolve customer issues on the spot during their journey. This initiative aims to provide immediate compensation and improve customer satisfaction.

Wilson also shared positive performance indicators. He stated that Air India's On-Time Performance (OTP) in August exceeded 80%, nearly 10 percentage points above the combined Air India and Vistara average for 2024. Furthermore, the airline's Net Promoter Score (NPS) for August reached a historic high of 36, continuing the strong momentum from July.

Air India is actively working to improve aircraft reliability and recalibrate its operations. The airline is also reintroducing familiar elements such as in-flight magazines, specialty menus and an active presence on social media. According to Wilson, Air India is building brand values that prioritize staying grounded, focused, and acting with authenticity and integrity.

In late 2024, Wilson reported a significant decrease in alcohol-related incidents on flights over the previous two years. This improvement was attributed to increased reporting of disruptive behavior and enhanced training and support for cabin crew. He emphasized the importance of educating both passengers and crew to ensure a safe and respectful onboard environment. Wilson also noted that the airline's workforce had grown substantially, reducing the average staff age. Furthermore, Air India's domestic market share has increased significantly since privatization.

These efforts reflect Air India's commitment to improving its operations, enhancing customer experience, and maintaining transparency, while ensuring the safety and well-being of its passengers and crew.