Leading with Customer Experience: Air India’s Bold Transformation Unfolds

Air India is trying to reinvent itself from the passenger’s perspective — not just the back‑end operations. It’s essentially the “front‑stage” of the Vihaan.AI transformation.

Cabin Modernization:
- Introduction of the Airbus A350‑900 in 2024 marked a turning point, with redesigned interiors, upgraded entertainment, and refreshed food service.
- Over 100 A320 family aircraft have already been retrofitted with ergonomic seating, USB power, wireless streaming, and consistent design.
- New Boeing 737 MAX and 787‑9 Dreamliners are purpose‑built with Air India’s new identity, offering modern cabins across all classes.

Dining & Service:
- Menus now highlight India’s regional cuisines alongside global options.
- Improved plating, upgraded serveware, and digital meal pre‑selection tools give passengers more choice and refinement.

Entertainment & Amenities:
- Larger HD screens, wireless streaming, and inflight Wi‑Fi (a first for Indian carriers).
- Redesigned amenity kits, premium bedding, and refreshed textiles for a cohesive look and feel.

Ground Experience:
- Lounges in Delhi and Mumbai rebuilt with modern interiors, quiet zones, sleep suites, and enhanced dining.
- Streamlined boarding, self‑service kiosks, and city‑side check‑in facilities.
- A younger, digitally enabled frontline workforce improving agility and reliability.

Digital Backbone:
- Customer support transformed with a generative AI chatbot handling 14M+ cases.
- Call wait times cut to ~10 seconds, refunds processed within a day, and email/social responses sped up dramatically.
- Website and app rebuilt, with the mobile app now rated 4.8 stars globally.

Impact:
Net Promoter Score (NPS) jumped from ‑19 in late 2023 to over +30 today — a swing of more than 50 points, showing passengers are noticing the difference.