Air India’s Transformation Focuses on Customer Experience

Fleet Upgrades, Digital Systems and Service Changes Shape Ongoing Overhaul

Air India began a wide-ranging transformation programme in late 2022, aimed at improving customer experience across its fleet, services and operations.

The initiative followed a period of limited product updates, with older cabin interiors, inconsistent inflight systems and fragmented customer processes. The airline has since moved to upgrade aircraft, introduce new service standards and rebuild its operational structure.

Fleet Modernization and Cabin Changes

A key part of the programme involves fleet renewal and retrofitting. The airline has placed a large aircraft order and is upgrading existing aircraft with revised cabin layouts, improved seating, updated lighting and wireless entertainment systems.

The introduction of the Airbus A350-900 in 2024 marked an early step in this process, with redesigned cabins, updated inflight entertainment and revised food and beverage offerings.

By 2025, more than 100 Airbus A320 family aircraft had been updated for domestic and short-haul routes, bringing more consistency across the narrowbody fleet.

In 2026, newly delivered aircraft such as the Boeing 787-9 and Boeing 737 MAX entered service with cabin designs aligned to the airline’s updated product standards.

Changes to Inflight Experience

The airline has revised several onboard elements, including meals, entertainment and amenities. Menus now include a broader mix of regional Indian dishes and international options, supported by updated service ware and pre-selection features.

Inflight entertainment systems have been updated with larger screens on widebody aircraft and wireless streaming on narrowbody aircraft. Content libraries and user interfaces have also been revised.

Amenity kits, bedding and other soft products have been redesigned to create a more consistent onboard experience across different aircraft types.

Airport and Ground Experience

Changes have also been introduced at airports, including redesigned lounges in Delhi and Mumbai, updated seating areas, and expanded food and beverage options.

Operational updates include self-service check-in facilities, baggage kiosks and revised boarding processes. The airline has also expanded lounge access across its network.

Digital and Customer Support Improvements

Air India has consolidated its customer support systems into a unified platform, replacing earlier fragmented processes. Response times for customer queries and refunds have been reduced, and a digital chatbot now handles a large volume of requests.

Air India has also updated its website and mobile application to simplify booking and improve reliability. Internal operations have shifted towards digital tools for crew, engineers and airport staff.

Ongoing Programme

The transformation forms part of Air India’s multi-year Vihaan.AI programme. Fleet upgrades and service changes are expected to continue over the coming years, with further aircraft deliveries and retrofits planned across both long-haul and short-haul operations.

The programme reflects a broader effort to standardise operations and improve consistency across the airline’s network.