Debt-ridden Air India gears up for major reform

National carrier Air India (AI) is all set to give an unparalleled experience to its passengers, and a stiff fight to its competitors. The airline has plans to change its cabin upholstery, curtains, carpets, in-flight entertainment system, among other things, so as to to give a rich and luxurious feel to the service.

The management of the debt-ridden airline feels that these are the important factors based on which the passengers choose an airline to fly, apart from the quality of interaction with staff and time-bound performance. The development was reported after newly appointed chairman and managing director (CMD), Ashwani Lohani, visited all the airline bases in the country, including in Mumbai, and expressed dissatisfaction with what he witnessed. Lohani is touted as a "turn-around" man for various ventures.

In a related development, the airline on Sunday announced a dedicated program to offer its passengers enhanced cabin experience, with increased emphasis on maintaining high standards of cleanliness and safety on its aircraft. "To be managed by dedicated senior management of ED-level, immediate action will be taken on the feedback shared by the passengers, cabin crew and cabin engineers. Senior executives will undertake surprise checks to monitor and supervise the safety and cleanliness inside and outside the aircraft," said a statement issued by the airline.

For the purpose, more manpower will be deployed on each aircraft for cabin upkeep. Earlier this month, in a letter, Lohani urged all employees to bring a change in their attitude. He repeatedly stressed on "smiling more", so as to give better customer satisfaction.

AI hostesses and other front-desk executives have been infamous for allegedly being rude and uncooperative, according to industry insiders. Passengers often post their grievances, complaining about the unprofessional behaviour of the airline staff on various social media platforms.