Air India Receives Skytrax 4-Star Airline Rating

Air India Advances Transformation with Skytrax Recognition

Air India has received the Skytrax 4-Star Airline Rating for its Business Class and Economy Class services, marking a milestone in the airline’s ongoing transformation programme under Vihaan.AI.

The rating reflects improvements made across several areas of the airline’s operations, including fleet upgrades, onboard products, digital services, airport experience and customer service standards.

According to Air India, customer feedback has steadily improved since the start of its transformation journey. The airline’s Net Promoter Score (NPS), a measure of customer satisfaction and advocacy, has increased from -35 in late 2022 to nearly +40. On its Airbus A350 and Boeing 787-9 aircraft, NPS scores are consistently higher.

Skytrax, an international airline and airport rating organisation, awards star ratings based on evaluations covering multiple aspects of the passenger journey, including airport services, lounges, cabin products, onboard catering and service consistency.

Commenting on the achievement, Campbell Wilson, Chief Executive Officer and Managing Director of Air India, said the rating reflects the progress made across the airline’s operations and the efforts of its employees as the transformation programme continues.

A significant part of the airline’s transformation has centred on fleet renewal. Air India has inducted Airbus A350 aircraft and Boeing 787-9s, while also carrying out cabin upgrades across its existing fleet. More than 120 aircraft within its full-service fleet have now been upgraded or introduced with new interiors.

The airline has also invested in airport infrastructure and passenger services, including redesigned lounges in Delhi, Bengaluru and San Francisco, as well as digital enhancements such as self-service check-in and streamlined boarding processes.

Onboard services have undergone extensive changes, including revised meal offerings, upgraded bedding and amenities, expanded inflight entertainment options and the gradual introduction of onboard internet connectivity.

Air India has also upgraded its digital platforms by launching a redesigned website and mobile application and enhancing customer support systems with AI-powered tools. These developments have contributed to shorter call wait times and faster customer service response times.

The airline said it remains focused on further improvements to its products, services and international network as it continues the next phase of its transformation programme.

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