Air India is soaring to new heights with a bold plan to introduce Wi-Fi on its international flights by the end of 2024, kicking off in November. This move, driven by the airline’s new leadership under the Tata Group, signifies a much larger strategy aimed at delivering a world-class passenger experience.
Since taking control in January 2022, the Tata Group has been laser-focused on revitalizing Air India, a task that involves more than just adding Wi-Fi. The airline has been investing heavily in fleet expansion, recruiting new staff, and elevating the overall quality of service. This commitment to change was evident right from the start, with the hiring of 9,000 new crew members to enhance service on both domestic and international routes.
Rajesh Dogra, Air India’s Chief Customer Experience Officer, emphasized that these enhancements are designed to usher in a new era for the airline. The arrival of the Airbus A350 aircraft has been a game-changer in how customers perceive Air India. Dogra highlighted that the new A350 aircraft, with its modern features and spacious cabins, embodies the direction the airline is headed.
The transformation isn’t limited to new aircraft. Air India is also retrofitting its older narrow-body aircraft for domestic routes, aiming to complete 90% of this process by mid-2024. This will be followed by a similar retrofitting of the wide-body fleet, ensuring that the entire fleet undergoes a comprehensive upgrade. The ultimate goal is to improve operational reliability and, most importantly, elevate customer satisfaction.
Air India’s introduction of the A350 aircraft has already yielded positive results. Since its launch on international routes in May 2023, the aircraft has seen a surge in demand, especially for business class. The Delhi-London route, which began using the A350 on September 1, has experienced a significant increase in its load factor, with a notable rise in business class occupancy. Currently, Air India has six A350s in its fleet, but this number is set to expand drastically by 2026, with plans to add 34 more aircraft to the fleet.
Air India is not only adding new aircraft but also exploring the introduction of four-class cabins (first class, business class, premium economy, and economy class) on the A350. This would offer passengers even more choice and comfort, especially on long-haul flights. The airline is also looking to retrofit its legacy B777-300 wide-body aircraft to include these four-class cabins, subject to regulatory approval. Dogra stated that the airline will have a clearer picture of this development within a few months.
The introduction of multiple cabin classes is a strategic move to give Air India a competitive edge in international travel, potentially attracting a broader range of passengers. One of the key elements of Air India’s transformation plan is the introduction of in-flight Wi-Fi, which is anticipated to roll out on international flights first. According to Rajesh Dogra, efforts are underway to secure the necessary regulatory approvals. Once obtained, the A350 aircraft could be equipped with Wi-Fi within a month. This feature will be a major boon for travelers who crave connectivity during flights, especially on long-haul international routes.
Air India hasn’t ignored the issue of non-functional in-flight entertainment (IFE) systems on its older wide-body aircraft. To address this, the airline implemented a temporary solution by deploying wireless “blue boxes” called Vista, which allow passengers to stream content on their personal devices. This interim measure will remain in place until the retrofitting of the legacy fleet is complete.
The ability to offer Wi-Fi and improved IFE systems is considered a significant step toward aligning Air India’s services with global standards. In today’s highly competitive aviation industry, connectivity and entertainment options have become essential differentiators for airlines, particularly in the premium travel segment.
Air India is not stopping at in-flight upgrades. The airline is also focused on enhancing the pre-boarding experience for its passengers. They are currently developing a new international lounge at Delhi’s Terminal 3, designed to provide passengers with a more comfortable and luxurious space to relax before their flights. Dogra mentioned that the airline is exploring similar developments in other key locations, including Dubai and London, two of its busiest international hubs. Domestically, Air India is planning to introduce exclusive lounges in major airports such as Mumbai, Chennai, and Hyderabad. These lounges will provide an added layer of comfort and exclusivity for premium passengers, further solidifying the airline’s commitment to improving customer experience across all touchpoints.
Air India’s ambitious transformation plan is poised to have a wider impact on the global travel industry. By upgrading its fleet, introducing Wi-Fi, and improving passenger services, the airline is positioning itself as a more attractive option for international travelers. This is particularly relevant in the context of long-haul travel, where passenger comfort and connectivity are highly valued. As Air India continues to expand its international routes and enhance its fleet, it is likely to attract a more diverse customer base, including business travelers, premium economy passengers, and those seeking greater in-flight amenities. The introduction of Wi-Fi on international flights, in particular, could shift customer preferences, as more travelers seek airlines that offer seamless connectivity from takeoff to landing. This transformation also puts pressure on other airlines in the region to keep pace with Air India’s advancements. As competition intensifies, travelers may benefit from improved services across the board, with airlines striving to differentiate themselves through better connectivity, more comfortable cabins, and enhanced pre-boarding experiences.
