Air India makes significant investments for premium guest experiences

Friday, August 11, 2023

Air India is making significant investments throughout the guest experience to elevate its service and to strengthening its position as the preferred airline for travellers flying to, from, and within India. 

Air India has confirmed historic purchase agreements to acquire 470 aircraft from Airbus  and Boeing at US$70 billion (based on published list prices), with deliveries of the new  aircraft starting November this year.

The transformation of Air India’s fleet has already begun with the airline leasing and buying  20 widebody aircraft this year.

A US$400 million programme to completely refurbish the interiors of its legacy fleet of 43 widebody aircraft commences mid-2024, which will lead  to the installation of brand-new seats in every cabin, new inflight entertainment systems, and inflight Wi-Fi internet connectivity.

By March 2024, 33% of the airline’s widebody fleet will be upgraded, and over the next two-and-a-half years, its entire long-haul fleet will be reborn.

Air India has launched a new website and mobile app, offering a significantly improved web experience with new digital tools and features. 

The carrier will also launch a new “open all hours, every day” customer contact centre in nine Indian and foreign languages by the end of this year, as well as a completely redesigned loyalty program in early 2024 that will enable thousands of new redemption possibilities. 

The airline is investing in building completely new lounges at Delhi and New York JFK airports, having recently announced a global lounge network expansion, achieving 100% lounge access coverage for premium customers at all destinations in its international route network. 

Air India has now welcomed more than 5,000 new staff, including 3,200 Cabin Crew and nearly 1,000 Cockpit Crew, who are helping to drive the cultural transformation taking place at the heart of Air India. It is also heavily investing in building one of the world’s largest aviation training academies in India that will upskill a massive number of aviation professionals.

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