Air India has reportedly instructed its senior executives, including the CEO, to travel in economy class on domestic flights, with upgrades to business class permitted only if seats are available. This move aligns with the airline’s ongoing efforts to cut costs and demonstrate a customer-first approach.
The directive comes as Air India undergoes a major transformation under the Tata Group’s ownership. While the airline is investing in fleet modernization and service improvements, many passengers on older aircraft continue to face outdated cabin conditions.
By requiring top management to experience economy travel, the airline aims to stay connected with the realities faced by regular passengers. This policy is also seen as a symbolic gesture to emphasize accountability and a focus on improving customer experience.
The decision reflects a broader industry trend where airline leadership actively engages with the passenger experience to identify service gaps and operational challenges. As Air India continues to roll out improvements across its domestic and international network, the move underscores a commitment to enhancing overall service quality.
Air India’s transformation plan includes a multi-billion-dollar fleet renewal, upgraded in-flight amenities, and improved customer service. However, the airline acknowledges that substantial upgrades to passenger experience will take time.
For now, Air India’s leadership will share the travel experience of their passengers, reinforcing the company’s commitment to elevating standards and aligning with global best practices.
