Air India is facing heightened scrutiny following a series of incidents involving its aircraft in recent months. Clearing the air on this issue, Air India CEO Campbell Wilson has assured that the situation is well within normal limits for an airline of its size. In a message to staff, Wilson said that while the airline has faced increased media attention, the “incidence rate is entirely normal” given the scale of operations.

The Tata Group-owned carrier operates more than 1,200 flights every day across the Air India Group, which includes Air India Express. “That’s nearly one departure every minute,” Wilson noted, adding that airlines of this scale inevitably encounter both controllable and uncontrollable operational issues.

Wilson emphasised that Air India has made a conscious effort to be more open in its communication. “When the spotlight is on us, it's crucial to offer timely, clear and accurate information and the right context. Over recent weeks, we have been even more transparent than usual in reporting incidents and events, however small,” he told employees.

This, he explained, may have led to more frequent news coverage, but it also reflects the company’s focus on building trust with passengers and the public.

In addition to addressing operational reliability, Air India is rolling out initiatives to improve customer service. Wilson said the airline has empowered frontline staff to issue e-vouchers in case of service disruptions, such as mishandling of baggage. The company now plans to extend this facility to cabin crew, allowing them to resolve issues directly and immediately during a flight.

“These measures, along with improved metrics, reflect the organisational culture we are building and the brand values that matter most: staying grounded, staying focused, and acting with authenticity and integrity, whether or not someone is watching,” Wilson wrote.

The message comes at a sensitive time for Air India, which is recalibrating its operations and working on aircraft reliability after the tragic crash of its Boeing 787 Dreamliner in Ahmedabad on June 12. The aircraft, operating a flight to London Gatwick, crashed shortly after take-off, killing 260 people.

The accident has placed Air India’s safety and operational standards under sharp public and regulatory scrutiny. Wilson’s remarks aim to reassure both employees and customers that despite the media attention, the airline’s safety record remains consistent with international norms for a carrier of its scale.