In the wake of the June 12 Ahmedabad Plane Crash that claimed 260 lives, Air India Chief Executive Officer (CEO) Campbell Wilson said on Friday that the airline has significantly improved its training programmes, strengthened operational standards, and enhanced safety reporting mechanisms, reported PTI.
Wilson acknowledged that intense scrutiny is expected after such a tragedy and emphasised the importance of responding to criticism with openness and a willingness to learn. “All commentary must be taken constructively, with grace and an open mind,” he told employees.
The Tata Group-owned carrier has introduced a range of measures, including a temporary reduction in flight operations and comprehensive inspections of its Boeing 787 and 737 aircraft. Wilson confirmed that both inspections were completed without any irregularities found.
Highlighting recent developments, Wilson noted that the airline has revised and implemented Standard Operating Procedures (SOPs), introduced structured performance management, and adopted philosophies such as those advocated by aviation safety firm Baines-Simmons, focusing on learning and improvement.
He added that Air India has made reporting—especially concerning safety—easier and more protected, and has encouraged a culture of transparency and accountability, reported PTI. The airline has also invested in digital systems to replace outdated paper-based processes, enabling better data access and integration.
While acknowledging recent incidents involving Air India aircraft and show cause notices from the Directorate General of Civil Aviation (DGCA), Wilson reiterated the airline’s commitment to improvement and compliance.
“Sometimes scrutiny may misinterpret normal issues, but it can also reveal real areas where we need to improve. We must act on those insights,” he stated.
In a positive development, Wilson also said that Air India’s Net Promoter Score (NPS), a key metric of customer satisfaction, reached an all-time high of +34 in July, marking a steady improvement from previous scores of -17 in FY23, -3 in FY24, and +16 last year.
To enhance reliability, the airline is leveraging the additional ground time created by the ongoing ‘Safety Pause’—a strategic reduction in domestic and international flight operations. Partial service restoration is scheduled to begin on August 1, with full resumption targeted for October 1.
The Safety Pause was introduced following the tragic Ahmedabad Plane Crash incident, when a London Gatwick-bound Boeing 787-8 went down shortly after taking off, killing 141 people on board. Only one passenger survived the mishap. The plane had crashed into a medical hostel outside the Ahmedabad Airport perimeter, killing more people on ground.
“We are taking every opportunity to improve and move forward,” Wilson affirmed.
(With PTI inputs)