As Air India prepares to mark its third anniversary under the ownership of the Tata Group in January, CEO Campbell Wilson sat down for a roundtable conference last week at the airline’s new, state-of-the-art headquarters in Gurugram, far from its former base at Airlines House in Delhi. At 53, Wilson, who took the helm of the airline following its acquisition by Tata Group, reflected on the substantial strides Air India has made since the transition, offering an honest evaluation of the airline’s progress, customer experience, and future vision.
During the discussion, Wilson highlighted Air India’s impressive market share growth, specifically noting that the airline now controls a dominant 55% of the market share on metro routes and 40% of the market share on the top 120-odd routes. This growth, he pointed out, is a clear indication of the airline’s recovery and ongoing reintegration into India’s aviation ecosystem, with a focus on expanding its presence on the most lucrative routes.
Wilson also took the opportunity to discuss the airline’s evolving customer experience, emphasizing the importance of providing world-class services to its passengers. He acknowledged that while there have been substantial improvements, there is still work to be done to close existing service gaps, particularly in terms of onboard offerings and customer interactions. As part of Air India’s continued modernization efforts, Wilson shared that the airline is investing in fleet expansion and upgrading its infrastructure, ensuring that passengers have access to a high-quality, comfortable experience.
On the topic of hiring, Wilson explained that Air India is actively seeking new talent to support its ambitious plans for expansion and improvement. The airline, he noted, is focused on bringing in the best professionals across various departments, from customer service to technical and operational roles, to build a robust team capable of meeting the demands of a competitive market. As the airline grows, so too does its need for a skilled workforce that can help drive its transformation.
The roundtable conversation also touched on the airline’s fleet, a crucial element of Air India’s ongoing revival. Wilson provided insights into the company’s plans to significantly expand and modernize its fleet over the coming years, aligning with its goal of enhancing its global network. This includes adding new aircraft to both its domestic and international operations, which will be key in meeting the rising demand for air travel and expanding the airline’s global footprint.
Before wrapping up the discussion, Wilson shared his excitement about the direction in which Air India is headed, highlighting the successful integration of the airline under the Tata Group’s leadership. With an eye on both short-term improvements and long-term strategies, he expressed optimism about the future, noting that Air India’s renewed focus on service, fleet, and growth positions it well to continue regaining market share in the competitive aviation sector.
As the holiday season approaches, Wilson is set to take a short break back in his home country of New Zealand. However, his vision for Air India’s continued growth and transformation remains steadfast, with plans for even greater accomplishments in the years to come. With the Tata Group’s backing and a clear strategy in place, Air India is poised to reclaim its former glory and cement its place as a leader in the global aviation industry.