Weeks after a tragic crash, Air India CEO Campbell Wilson is urging employees to embrace external scrutiny and internal reflection, emphasizing a commitment to transparency and continuous improvement.
Addressing the Aftermath: A Call for Constructive Engagement
Air India is currently under intense scrutiny, both internally and from external parties, following the devastating June 12 crash of flight AI 171 in Ahmedabad. CEO Campbell Wilson recently sent a message to employees, encouraging them to view all feedback constructively and with an open mind.
Wilson acknowledged that while some attention might misinterpret or sensationalize issues, it often highlights genuine areas needing improvement. He stressed that continuous improvement is fundamental to aviation safety, explaining why the industry has become significantly safer over the years.
Under the Regulatory Spotlight
The airline has faced heightened public attention due to several highly publicized aircraft snags in recent weeks, compounded by the Ahmedabad crash which claimed 260 lives. The Directorate General of Civil Aviation (DGCA) is closely monitoring Air India’s safety-related issues.
The DGCA recently issued four show-cause notices to the airline. These followed voluntary disclosures from Air India regarding lapses in cabin crew deployment, mandatory rest periods, and training procedures. In response, Air India has initiated a “safety pause,” implementing additional voluntary technical checks and adopting a more cautious approach to flight operations.
During this “safety pause,” Air India has completed inspections of fuel switches on its Boeing 737 and 787 fleets, finding no issues. The preliminary report for the Ahmedabad crash indicated that the aircraft’s engines were starved of fuel after both fuel control switches transitioned from ‘RUN’ to ‘CUTOFF’ shortly after takeoff.
Building a Culture of Safety and Transparency
Wilson emphasized that Air India’s culture and systems must prioritize transparency, integrity, and decisive action. He highlighted improvements in recent years, including enhanced training, clearer standard operating procedures (SOPs), and stronger compliance processes.
The airline has also invested significantly in digital systems to replace paper-based ones. This move aims to ensure more complete, accurate, and accessible data, breaking down information silos. Furthermore, Air India is actively encouraging and protecting those who report safety or other issues, making the reporting process easier.
Ultimately, Wilson stressed that performance and improvement depend on people. He underscored the importance of employees following processes, acting conscientiously, and striving to do the right thing consistently, not just when being watched.
Customer Confidence on the Rise
Despite the challenges, Wilson expressed pride in the efforts to enhance the Air India experience for customers. He noted that July saw a record-high Net Promoter Score (NPS) of +34, based on feedback from over 100,000 post-flight surveys. This marks a significant improvement from previous years, indicating growing customer loyalty and satisfaction.
- Air India CEO Campbell Wilson urges employees to take post-crash scrutiny constructively.
- The airline faces regulatory action from DGCA and has initiated a “safety pause” for checks.
- Air India is prioritizing transparency, integrity, and improved digital reporting systems.
- Customer satisfaction, measured by NPS, has reached a record high of +34 in July.
As Air India navigates this period, its focus remains firmly on enhancing safety standards and rebuilding trust, a journey the CEO attributes to the dedication of its people.
