Air India, India’s leading global carrier, has been awarded the prestigious Skytrax 4-Star Airline Rating for both Business Class and Economy Class, marking a significant milestone in its ongoing transformation under the Vihaan.AI programme. The upgrade from a 3-star to a 4-star rating reflects the airline’s comprehensive transformation across multiple areas, including fleet modernisation, product enhancement, digital innovation, improved ground services, and strengthened service culture. These improvements have collectively contributed to a noticeably enhanced passenger experience across all touchpoints.
Strong Improvement in Customer Satisfaction
The airline reported a significant rise in customer satisfaction levels, with its Net Promoter Score (NPS) improving by more than 70 points, from -35 in late 2022 to nearly +40 today. On flagship aircraft such as the Airbus A350 and Boeing 787-9, the NPS has consistently reached the high 60s, reflecting strong passenger approval of the upgraded experience. Skytrax, a globally recognised air transport rating organisation, evaluates airlines based on the entire customer journey. Its 4-star rating signifies consistent performance across service quality, onboard experience, airport processes, and product delivery.
Leadership Calls It a Key Milestone
Air India CEO and Managing Director Campbell Wilson described the recognition as an important validation of the airline’s transformation journey. He credited the achievement to the dedication of more than 24,000 employees and reaffirmed the airline’s ambition to achieve a 5-star rating in the future. He added that the milestone reinforces Air India’s vision of becoming a world-class global airline with an “Indian heart.”
Fleet Modernisation at the Core of Transformation
A major driver of the airline’s improvement has been its ambitious fleet renewal programme. Air India has introduced India’s first Airbus A350 aircraft and new Boeing 787-9s with redesigned interiors. Additionally, 27 retrofitted A320neo aircraft have returned to service with upgraded cabins, while nearly 40 Boeing 787-8 and Boeing 777 aircraft are currently undergoing retrofitting. In just four years, the airline’s upgraded fleet has expanded to over 120 aircraft, representing about 66% of its full-service fleet.
Enhanced Ground, Cabin, and Digital Experience
Air India has also upgraded its airport and lounge infrastructure, including redesigned lounges in Delhi, Bengaluru, and San Francisco, with more planned globally. Passenger handling has been improved through streamlined boarding, self-check-in facilities, and digital service tools.
Onboard, the airline has completely revamped its service standards. Over 5,000 newly recruited cabin crew have joined, while existing staff have undergone extensive retraining. The airline has also upgraded its inflight offerings, including meals, amenities, and bedding. Passengers now have access to more than 3,000 hours of entertainment on widebody aircraft and 1,250 hours on narrowbody aircraft through its wireless streaming system. Inflight connectivity is also being gradually introduced.
Digital Transformation and Customer Support
A major overhaul of Air India’s digital systems has further improved customer experience. The airline has launched a new website and a highly rated mobile app, along with a generative AI-powered chatbot handling over 14 million interactions. Customer service response times have been reduced to around 10 seconds, while refunds and issue resolution have become significantly faster.
Continuing the Vihaan.AI Journey
As part of its ongoing Vihaan.AI transformation programme, Air India continues to focus on enhancing service quality, expanding its global network, and modernising operations. The airline has also placed orders for 600 new aircraft as part of its long-term expansion strategy. With continued investment in people, technology, and infrastructure, Air India aims to further strengthen its position as a leading global carrier and move toward achieving a future 5-star Skytrax rating.
