Air India Under Tata Group: 40-Member Team Will Improve Customer Experience, Flight Experience

The Tata Group had announced that they were preparing a 100-day plan to improve operational and service standards of Air India, under the watch of an expatriate chief executive, with the name of former Delta president Fred Reid emerging as the favourite among the shortlisted candidates for the CEO post, the Economic Times mentioned in a report.

What is the aim of the 100-day plan?

As a part of the 100-day plan for the national carrier has been set to take over from the government, the salt-to-software conglomerate has the aim of improving its on-time performance, as well as issues related to passenger complaints and call centres.

“As part of the 100-day plan, the aim is to improve basic service standards. While these issues cannot be improved completely during the first 100 days, improvements can happen. Also, these numbers (on-time performance, passenger complaints, etc.) are reported monthly, and any improvement will be for everyone to see,” the financial publication quoted a person in the know of the plans as saying.

The Tata Group had said it would not comment any further on the matter. “The Air India share purchase transaction is currently underway. We are working with the government of India to complete the process. We will refrain from commenting on any speculation till such time the deal is concluded,” the Tata Group said.

A committee has been formed 

Days after the Tata Group took over Air India on January 27, a 40-member committee was formed to improve the airline’s customer service, enhance passenger experience and improve aircraft conditions, people aware of the matter said.

An airline official stated that Air India has been facing issues with customer care services and has now begun to sort them out. The committee has been working to bring a change in the airline’s approach towards customers, the official added.

“These 40 members are guided by the four-member committee which is working towards seamless customer experience by solving complaints in a timely manner.”

On Jan 28, the airline said it has taken initiatives to enhance the brand and business. “One such initiative is to ensure a seamless customer experience.”

The airline has launched a help desk to cater to a select and exclusive set of customers. “Further, the airline is working to improve passenger experience during ticketing as well as on-board,” said a second airline official.