Air India set to boost customer service with new revamp plan
India Today
Air India is all set to regain its lost glory with a new transformation model, boosting customer service.
Air India has unveiled a comprehensive transformation plan, Vihaan.AI, to boost its customer service using better technology. The flag carrier airline of India aims to enhance its reliability and hospitality to re-establish itself as a world-class global airline with an Indian heart over the next five years.
The plan, Vihaan.AI (in Sanskrit signifies the dawn of a new era), includes a detailed roadmap with milestones focusing on growing both its network and fleet, developing a completely revamped customer proposition, improving reliability and on-time performance, and taking a leadership position in technology, sustainability, and innovation, while aggressively investing behind the best industry talent.
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Air India will strive to increase its market share to at least 30% in the domestic market while increasing international routes from the present market share.The airline’s CEO, Campbell Wilson, along with senior management members, unveiled the Vihaan.AI plan through Workplace, its virtual communication and engagement platform. Over the coming days and weeks, the management team will engage employees across regions, departments, and locations through a series of physical and hybrid sessions.Vihaan.AI has been developed after extensive feedback from Air India employees on their aspirations and hopes for the airline’s growth. Vihaan.AI focuses on five key pillars, exceptional customer experience, robust operations, industry-best talent, industry leadership, and commercial efficiency and profitability. While the immediate focus of the airline remains on fixing the basics and readying itself for growth (taxing phase), the more medium-to-long term focus will be on building for excellence and establishing scale to become a global industry leader (take off and climb phases).90 years ago, exactly a month from today, a young JRD Tata piloted the first flight of the airline that would become Air India. Since then, Air India and its employees have persevered through many challenges before its homecoming to the Tata group. Vihaan.AI is the roadmap to restoring Air India to the global map, making it the world-class, digital, Indian airline it is meant to be.
ALSO READ | Air India employees to vacate staff quarters in Mumbai by Sept 24Commenting on Vihaan.AI, Wilson, said, “This is the beginning of a historic transformation for Air India and the dawn of a new era.”“The transformation has already started. A slew of initiatives in areas like refurbishing cabins, serviceable seats, and in-flight entertainment systems are underway. We are also adopting proactive maintenance and refining flight schedules to enhance on-time performance. Our fleet expansion will combine narrow-bodied and wide-bodied aircraft to cater to varied network needs,” said Wilson.
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