Air India earns Skytrax 4-star rating as passenger experience transformation gains momentum

Air India’s announcement is a big deal for Indian aviation — the Skytrax 4-Star rating signals that the airline has moved into the same league as respected global carriers when it comes to consistency of service and passenger experience.

Global Benchmark:
Skytrax ratings are widely seen as the gold standard for airline quality. Moving from 3 to 4 stars means Air India now delivers a strong, reliable experience across lounges, boarding, inflight service, and digital touchpoints.

Fleet Transformation:
With the A350s, new 787-9s, and retrofitted widebodies, passengers are seeing tangible upgrades in cabin interiors, entertainment, and connectivity.

Customer Sentiment:
The Net Promoter Score jump from -35 to nearly +40 is remarkable — it shows passengers are not just noticing changes but actively recommending the airline.

Ambition Ahead:
CEO Campbell Wilson has made it clear: this is a milestone, not the finish line. The target is a 5-Star rating, which only a handful of airlines worldwide hold.

Competitive Context
Among Asian carriers, Singapore Airlines, ANA, and Cathay Pacific are already Skytrax 5-Star airlines. Air India’s move to 4 stars places it closer to that elite group, and ahead of many regional competitors still at 3 stars. This could reshape perceptions of Indian aviation globally, especially as Air India expands its international footprint.