AI prepares to improve experience via flier feedback

Change seems imminent for Air India (AI), with its management preparing to tackle competition in the air by announcing a passenger feedback programme on in-flight experience, which would result in immediate action.

The programme offers passengers an enhanced cabin experience, with increased emphasis on improving and maintaining high standards of cleanliness and safety on its aircraft. “To be managed by dedicated senior management of the executive director-level, immediate action will be taken on feedback from passengers, cabin crew and cabin engineers,” said an AI official.

According to the programme, senior executives will undertake surprise checks to monitor and supervise safety and cleanliness inside and outside aircraft. 

“They will ensure increased servicing of equipment on board the aircraft. A senior officer of engineering will closely monitor service providers for quality of cleaning in cabins. More manpower will be deployed on each aircraft for cabin upkeep,” he said.

The measures have been put in place following visits of Ashwani Lohani, newly-appointed chairman and managing director, to all engineering bases — Mumbai, Kolkata, Delhi, Chennai, Hyderabad and Bengaluru — of the airline over the past week. Lohani inspected facilities and procedures, and got first-hand feedback from employees and management. 

Official said cabin upholstery, curtains, carpets and in-flight entertainment systems are being evaluated.