Air India, the flag carrier airline of India, is set to make significant operational changes, including the resumption of international operations, bringing its aircraft maintenance services in-house, and introducing a mental well-being app for its crew members.

Phased Restoration of International Operations

Air India CEO Campbell Wilson announced that the airline has begun a phased restoration of international operations, with full resumption expected by October 1. This comes after a voluntary pause implemented to accommodate additional pre-flight checks and reduce impact from regional airspace closures.

Safety Measures and Inspections

Wilson assured customers that all aircraft underwent inspections supervised by the Directorate General of Civil Aviation, with no issues found. This included inspections of fuel control switch mechanisms on Boeing 737 and 787-8 aircraft. The airline has also commissioned Oliver Wyman's CAVOK for a comprehensive safety assessment and engaged Boeing for an operational efficacy program.

In-House Maintenance Transition

In a strategic move, Air India plans to bring several key maintenance activities in-house, marking a departure from its current reliance on state-owned AI Engineering Services Ltd. (AIESL). The scope of in-house maintenance will include:

• Pre-flight inspections
• Daily aircraft checks
• Minor repairs
• Troubleshooting activities

Singapore Airlines' Support

Singapore Airlines, which holds a 25.1% stake in Air India, will provide expertise and support to Air India as it develops its in-house maintenance capabilities.

Driving Factors for Maintenance Shift

Several factors have contributed to Air India's decision to internalize its maintenance operations:

1. Fleet Expansion: Air India has plans to expand its fleet to 570 aircraft, necessitating a more robust and scalable maintenance infrastructure.
2. Inadequate Current Infrastructure: The airline cited inadequate current MRO (Maintenance, Repair, and Overhaul) infrastructure as a key reason for the change.
3. Safety Concerns: A recent aviation regulator audit revealed that the Air India Group had 93 safety findings, significantly higher than its competitors.

Current Fleet and Operations

Air India currently operates a fleet of 191 aircraft, while its subsidiary Air India Express manages 115 planes. During the pause in operations, the airline used the additional ground time to accelerate aircraft reliability upgrades and strengthen delay management systems.

Enhanced Safety Protocols

Wilson outlined Air India's safety protocols, which include:

• Thorough pre-flight checks by trained engineers and pilots
• Maintenance at certified facilities
• Regular training at the Air India Training Academy
• Real-time flight monitoring through the Integrated Operations Control Centre

Mental Well-being Initiative

In response to recent events, Air India has introduced a mental well-being app for its pilots, cabin crew, and their families. The app provides:

• Over 600 self-care techniques
• One-to-one therapy sessions
• Psychiatry consultations
• AI-powered chatbot support

This initiative follows an incident where 112 pilots reported sick on a single day after a tragic plane crash in Ahmedabad that resulted in 260 fatalities.

The app allows users to book personalized sessions with mental health professionals and includes tools for journaling and mood tracking. The Directorate General of Civil Aviation has also reiterated guidelines for airlines to implement mental health training and Peer Support Programmes for crew members.

Looking Ahead

These operational changes and initiatives represent significant shifts in Air India's strategy. By resuming international operations, taking direct control of critical maintenance functions, leveraging Singapore Airlines' expertise, and prioritizing crew mental health, Air India aims to enhance its capabilities, improve safety standards, and support its ambitious growth plans. The success of these initiatives will be crucial for the airline's future performance and reputation in the highly competitive aviation industry.

Air India's ambitious $400 million retrofit program for its Boeing 787-8 fleet has hit another snag, with the return of its first upgraded aircraft now pushed back from October to December. This delay comes as the airline grapples with mounting customer dissatisfaction over service quality issues.

Retrofit Program Setbacks

The national carrier, now under Tata Group management, dispatched its first Boeing 787 to the United States in July for a comprehensive upgrade. However, the retrofitting process has encountered multiple hurdles:

• Supply chain disruptions have impacted the timely delivery of components
• Issues with seat suppliers have further complicated the upgrade process
• The completion timeline for all 26 Boeing 787-8 aircraft has been extended to mid-2027

Passenger Complaints on the Rise

As the retrofit program faces delays, Air India is confronting a surge in passenger grievances. Customers have reported a range of issues, including:

• Broken seats
• Unclean cabin conditions
• Poor quality of in-flight meals
• Malfunctioning entertainment systems

These complaints are putting increased pressure on the Tata Group management to swiftly improve service standards across the airline's operations.

Fleet Management Challenges

To manage its fleet during the upgrade process and enhanced safety checks, Air India has implemented several measures:

• Reduced flight frequencies on certain routes
• Deployment of leased aircraft for international services

The airline is not limiting its upgrades to the Boeing 787 fleet. Additional plans include:

• Upgrading interiors of A320neo aircraft
• Initiating a retrofit program for Boeing 777 aircraft, scheduled to begin late next year

Looking Ahead

As Air India navigates through these challenges, the focus remains on completing the retrofit program and addressing customer concerns. The airline's ability to overcome these hurdles will be crucial in rebuilding its reputation and meeting the expectations set by its new management.

The delays and service issues underscore the complexities involved in revamping a national carrier, especially in the face of global supply chain disruptions and heightened customer expectations in the post-pandemic travel landscape.