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News18
6 days ago
- Business
- News18
Air India's NPS Soars By 20 Points In FY24-25; Customer Satisfaction Surges With A350, Wi-Fi, & Gourmet Menus
Last Updated: The new A350 fleet, now flying to London and New York, scored an impressive NPS of 56. For the FY2024-25, Air India has improved its customer experience significantly by nearly 20 points compared to the previous years. Net Promoter Score (NPS) is a widely-used customer satisfaction metric to measure customer loyalty and the likely hood of referring the business to others. On the domestic side, the NPS is 34, more than doubling in comparison to the previous year. The newly inducted A350 fleet, now covering prime routes such as London & New York City, achieved an NPS of 56, with scores in premium classes crossing 70, reiterating the impact that new aircraft in the fleet has on the customer experience and feedback, and recognizing the focus the company is drawing to refresh its entire fleet. 'The progress is a result of enhanced processes, adherence to guidelines, improved customer handling and query resolution, the introduction of Vista Stream and WiFi services with modern entertainment & content options, a brand-new inflight product like crockery & soft furnishing, vibrant new crew uniforms, and overall improvement in condition of aircraft," said a senior official, Air India. With over 1,200 daily flights and 2,00,000 customers, Air India is evaluated at hundreds of global touchpoints. The company has thousands of customers assess both functional and intangible attributes daily, covering hard and soft products and human and technological interactions. While the NPS score for business class improved by 1.5 times, the economy class has registered a sixfold increase. During the year, Air India also merged its operations with Vistara. With the merger, Air India has rolled out Vistara's F&B services across the entire network. Air India's domestic punctuality and NPS now exceed Vistara's past performance. EZBooking, an AI-driven feature, which enables instant reservations via natural-language requests was also introduced. It also emerged as the first Indian airline to offer inflight Wi-Fi on domestic routes. The airline has also undertaken large-scale training programs for airport, onboard, and call-center staff trying to embed new service standards and customer-centric mindsets. It is no surprise that over the last year, the company has received widely positive reviews on social media from discerning customers. [Over 15000 on Twitter alone] 'The silent transformation that the airline has been undertaking is becoming more visible to the customers and is being experienced increasingly. The improvement in the NPS is a sign that change is palpable and augurs well for the brand in the coming years," said the executive quote above. A Journey of last 3 years – The below comparative analysis demarcates the journey of the airline and the transformation it underwent to improve the different aspects of customer service. The last 3 years have witnessed a substantial improvement in the services and experience of flying that customer had with Air India. From an overhauled inflight entertainment backed with major technological upgrades to an exhaustive content library, Air India's tech enhancements set new standards of deployment in aviation sector providing truly delightful travel experiences to global audience. Inflight Entertainment The new Air India experience available on brand new A350 aircraft, operating from Delhi to London and New York, offers latest-generation inflight entertainment system. All seats across cabins on the A350 come with the latest-generation Panasonic eX3 in-flight entertainment (IFE) system and HD screens that offer more than 3,500 hours of entertainment content across formats and genres, including 1400 hours of movies, 800 hours of TV, and 1500 hours of audio. Travellers can choose from over 250 Indian movies and 76 Indian regional movies in eight languages, more than 200 Hollywood movies, including BAFTA and Oscars-winning titles, and international cinema spanning 14 languages. The exclusively programmed Air India Radio features a music collection of 800 choices from every genre and over 60 curated playlists. Till other aircraft are retrofitted to offer the new Air India experience, the airline launched the Vista Stream service across the existing widebody and narrowbody aircraft to enable customers to seamlessly stream over 2,000 hours of content on their personal electronic devices (iOS, Android, Windows, and macOS devices). Food and Beverage Cabin Interiors Air India has embarked on a fleet-wide cabin upgradation program. A staggering USD 400 million spends are underway with four legacy Airbus A320 already sporting the new look and feel of the brand. These revamped aircraft feature a modern three-class configuration – eight luxurious business seats, 24 comfortable premium economy seats with extra legroom and 132 economy seats. The widebody fleet is underdoing a transformation. With new interior panels lavatories, seats, carpets and curtains in Boeing B777s, the B787s are set for a full retrofit. Net Promotor Score With the several changes we have made to our product, including F&B, inflight entertainment options, as of March 2025, the overall NPS was up 46 points, moving from '-19' to '+25'. The newly inducted A350 has an NPS of around 60, demonstrating Air India's strong commitment to providing an exceptional customer experience and highlighting the success of our transformation efforts. Scores for our business class improved by approximately 1.5 times, while economy class scores saw a six-fold increase. About the Author Samreen Pall Samreen Pall, Senior Sub-Editor at News18, is a Computer Science graduate but a writer at heart, Samreen has one motto that she swears by: 'Everything is dull and useless if it has no drama in it.' This motto More Get the latest updates on car and bike launches in India — including reviews, prices, specs, and performance. Stay informed with breaking auto industry news, EV policies, and more, Also Download the News18 App to stay updated! tags : aviation Location : New Delhi, India, India First Published: June 03, 2025, 16:11 IST News auto Air India's NPS Soars By 20 Points In FY24-25; Customer Satisfaction Surges With A350, Wi-Fi, & Gourmet Menus
Time of India
08-05-2025
- Entertainment
- Time of India
Air India partners with Vobble for in-flight entertainment for kids
Air India has entered into a partnership with Vobble, an audio OTT platform. As part of this association Vobble will be offering screen-free entertainment to children on Air India flights. With this collaboration in place, Vobble will be offering engaging storytelling to kids aged 4 to 12. This library is accessible on Air India's wireless inflight entertainment service, Vista Stream, and offers over 20 hours of specially curated audio entertainment across a variety of genres. Operation Sindoor 'Operation Sindoor still ongoing': Rajnath Singh at all-party meet Operation Sindoor: Several airports in India closed - check full list Op Sindoor: 3 explosions rock Lahore, flight ops temporarily halted Through Vobble, Air India's Vista Stream wireless in-flight entertainment service will feature over 20 hours of specially curated audio content, including: Dawson Diggs & The Dino Gigs – A prehistoric adventure for science-loving kids. Suppandi Stories – Hilarious misadventures of the beloved Tinkle comic character. Shambu's Adventures – Thrilling tales of the accidental hero from Tinkle comics. Mr. Filth – A fun-filled series teaching kids about cleanliness. Q-rious Katz – A trivia-based game show designed to spark curiosity. The initiative addresses concerns about excessive screen time, offering a captivating audio experience that keeps children entertained while traveling. Available on both short-haul and long-haul flights, the Vobble library ensures that young passengers remain engaged throughout their journey. AI Masterclass for Students. Upskill Young Ones Today!– Join Now
