‘Your trust is valued & your journey safeguarded by our entire Air India family:' CEO tries to win back flyers' faith

Time of India

5 days ago

NEW DELHI: Winning back passenger trust and confidence after a tragic crash is an onerous task for airlines globally. While in India erstwhile Air India and Indian Airlines had undertaken that exercise a few times in their decades as PSUs and managed to win back the faith, the Maharaja has now embarked on a journey to do so for the first time as a private company after the crash of AI 171 in Ahmedabad this June.
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AI MD & CEO Campbell Wilson Wednesday wrote to flyers: 'Whenever you choose to fly with Air India, know that your trust is valued and your journey safeguarded by our entire Air India family, through rigorous processes, advanced technology, and a deeply embedded culture of safety and care.' Wilson then goes on to comfort passengers with the steps taken to ensure their safety like enhanced checks of aircraft and a voluntary reduction in flights to allow the same.
Flyers will need all the comforting backed by evidence that AI can provide given the regulatory glare on the airline for several lapses in several fronts including scheduling. The DGCA has after the crash issued several orders, taking the airline to task over these issues. The doomed Dreamliner which crashed while flying as AI 171 was AI's first wide body crash since Jan 1978, when it had lost Boeing 747 'Emperor Ashoka' in Mumbai.
An AI jumbo jet 'Emperor Kanishka' had exploded mid-air in June 1985 over the Atlantic Ocean but that was an act of terror.
'At Air India, the safety of our passengers, crew, and aircraft is not just a priority, it is our unwavering commitment and the foundation of every decision we make. Following the tragic accident of AI171 in June, it is understandable that there is heightened scrutiny, coverage, and concern about air travel,' Wilson, a veteran from Singapore Airlines (which owns 25.1% stake in AI, with the rest being owned by the Tatas), said.
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The CEO listed the 'measures taken to reinforce operations.'
Detailed inspections of AI fleet of Boeing 787-8 and 787-9 aircraft: '…
.
no issues were found
during these inspections. As with some other international airlines, we also inspected the fuel control switch mechanism of Boeing 737 and 787-8 aircraft, likewise with no findings. We continue to work closely with regulators, maintaining full transparency and ensuring that every action we take aligns with the highest standards of safety and care.'
Voluntary safety pause: '
…a temporary reduction in our schedule to accommodate additional pre-flight checks and mitigate the impact of regional airspace closures. We also took the opportunity of additional ground time to accelerate upgrades to improve aircraft reliability and to strengthen how we manage delays and disruptions.'
R
egular safety protocols are rigorous and multi-layered:
'Every aircraft (is) undergoing thorough checks before take-off by trained engineers and pilots. Maintenance is conducted at certified facilities before and between flights.
Our pilots, cabin crew, and engineers train regularly at the Air India Training Academy.
C
omprehensive safety management system:
'Air India, like all major airlines, undergoes annual audits by our regulator, the DGCA, and a bi-annual IATA Operational Safety Audit conducted by an external team of experts. These audits are part of the aviation industry's process of continuous improvement and, as the DGCA stated in a recent communique, Air India's recent results are 'entirely normal' for an airline of our scale and scope.'
Wilson said since privatisation of AI in Jan 2022, the airline has commissioned 'a full safety assessment and engaged Boeing to conduct an operational efficacy programme.' AI will begin a p
hased restoration of international operations
from Aug1, with full resumption targeted for Oct 1, 2025. 'This measured approach ensures we complete every verification thoroughly and resume service with complete confidence,' he said.
Referring to recent issues like delays and minor snags seen post AI 171 crash, the CEO said: 'I acknowledge there have been some operational challenges over the last few weeks that may have impacted your travel experience.
Rest assured, we take this seriously and we are committed to strengthening our internal processes to minimise the inconvenience that such circumstances cause to you.'
'So, whenever you choose to fly with Air India, know that your trust is valued and your journey safeguarded by our entire Air India family, through rigorous processes, advanced technology, and a deeply embedded culture of safety and care.' Wilson said.
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