“Welcome back, Air India,” was the Instagram post from Ratan Tata when the airline re-entered the Tata family business in late 2021. But Tata Group’s plans for a renaissance of Air India’s fleet and reputation are under duress following the fatal crash of flight AI171 as it took off from Ahmedabad on 12 June.
While the causes of the crash are still being investigated, at least 45 flights every week operated in widebody craft have been wiped from timetables from 21 June to 15 July at the earliest, as the fleet undergoes mandated checks on 787s and voluntary inspections of 777s. Schedulers are also working around pressures on aviation caused by hostilities in the Middle East.
Brand overhaul
Founded by JRD Tata in 1932, the nationalised flag carrier was taken back into the private conglomerate’s hands four years ago after years of state ownership during which it had suffered financial losses after merging with Indian Airlines, as well as attracting complaints about airworthiness, poor service, and frequent delays.
Tata has been tackling these issues, retiring planes, buying $70 billion worth of new planes, including state-of-the-art A-350s, and launching a new livery in 2023, intended to bring the fleet up to an “acceptable” level. The makeover also included the development of better in-flight technology, improved seating, the rollout of an updated website and mobile app offering improved connected experiences with new digital tools and features, as well as 24/7 customer care in nine languages.
The family-run firm, with fingers in pies all over the world, including steel, electricity, hotels, and automotive, also invested in new passenger lounges at Delhi and New York airports amid a push for an improved global hospitality network in all its international and domestic destinations.
Customers cancelling flights
But for some, all Tata’s efforts to improve the airline are now for nought. Online reviews for the airline were still riddled with dissatisfaction prior to the 12 June crash, partly due to inconsistent service, partly because of recent worries over technical issues with engines and a wave of over a thousand bomb scares through 2024, with one resurfacing to cause an emergency landing in Thailand just one day after the Ahmedabad tragedy. Alongside the current cancellations, it’s a combination that is too much for some flyers. Shukor Yusof of Endau Analytics told the BBC that bookings are already being cancelled.
For those who are wondering if their flight still exists, a full list of cancelled services is available on X and on the company website, and a statement from Air India says the firm is “proactively contacting affected passengers to offer re-accommodation on alternative flights, complimentary rescheduling or full refunds as per their preference.”
