New Delhi: Air India CEO Campbell Wilson on Sunday highlighted the airline’s current operations, stressing that the speed of flight incidents stays in step with the service’s scale, whilst key efficiency indicators resembling on-time efficiency and buyer satisfaction have reached file ranges.

“Over the previous few months, our operations have garnered vital consideration, each internally and externally,” Wilson stated in a mail to staff. He famous that airways routinely face a mixture of controllable and uncontrollable operational eventualities however underlined the corporate’s dedication to transparency.

“So, over current weeks we’ve been much more clear than standard in reporting incidents and occasions, nonetheless small,” he added.

“With greater than 1,200 departures each single day—almost one each minute—throughout the Air India Group, it could appear to be loads. Within the context of our scale and dimension, nonetheless, the incidence price is completely regular,” Wilson defined.

Talking concerning the airline’s efficiency, he stated, “Our OTP in August crossed 80%, almost 10 factors above the Air India and Vistara 2024 common. Our NPS for August additionally reached a historic excessive of 36, persevering with the robust momentum from July. Different efficiency metrics have additionally set new data, together with the incidence of mishandled baggage and the pace at which such luggage are reunited with passengers.”

Wilson additional famous, “We’ve empowered our frontline groups with the power to supply e-vouchers to clients in circumstances of service shortfalls, resembling mishandled baggage. We’re additionally working to increase this functionality to our cabin crew, enabling them to supply on-the-spot decision to clients throughout their journey.”

“These measures, together with the improved metrics, mirror the organizational tradition we’re constructing and the model values that matter most: staying grounded, staying centered, and performing with authenticity and integrity, whether or not or not somebody is watching,” he added.

On the community entrance, Wilson introduced seasonal twice-daily continuous flights between Delhi and Jaisalmer, beginning October 2025 by March 2026. Air India Categorical (AIX) can also be increasing with new companies from Chandigarh and Ahmedabad, whereas Dehradun will likely be added on September 15. This growth will carry its complete community to 58 home and 17 worldwide locations. AIX has additionally formally change into a member of the Worldwide Air Transport Affiliation (IATA).