Chandrasekaran told a leading business daily recently. Tata Group hopes to make Air India a financially viable and a flagship brand of the conglomerate, the group’s chairman N. However, its efforts do not seem to have produced much results. Sprucing up customer service was one of the key improvement areas chalked out by the Tata Group. In February, the salt to software conglomerate had rolled out a 100-day plan for Air India to improve operational and service standards. Tata Group and Air India did not respond to Mint’s queries.Ī senior pilot with the airline told Mint that while customer-facing employees at Air India are required to attend enhanced training on customer care, others such as pilots haven’t been informed about taking part in such activities yet.Īir India is one of four airline brands operated by Tata Group, which holds majority stakes in AirAsia India and Vistara, a joint venture with Singapore Airlines Ltd, apart from Air India Express, a no-frill subsidiary of Air India Ltd. However, it’s likely to take time to achieve the desired change,' the person said. “There will be enhanced training to sort out the issues.

On 14 June, DGCA slapped Air India with a ₹10 lakh fine for failing to compensate passengers who were refused boarding despite having valid flight tickets and reaching ahead of the scheduled time.Ī large number of customer service issues are because of the culture that developed at Air India under decades of government ownership, which the Tata Group is hoping to address through training programmes, said the second person mentioned above, who also spoke on the condition of anonymity. Many passengers have also vented their frustration at Air India on social media platforms such as Twitter and Facebook. The complaints included issues with customer service, staff behaviour, refunds, and problems related to flight, baggage and fares. In comparison, airlines such as IndiGo and Vistara received 0.1 complaints per 10,000 passengers during the month. FlyBig registered 2.5 complaints per 10,000 passengers, while for Air India it was at 2.4.

Air India was only behind FlyBig, among scheduled commercial airlines, in the number of passenger complaints registered during April, according to the latest data from the Directorate General of Civil Aviation (DGCA).

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