New Delhi: There is no such thing as perfect operations, said the man responsible for Air India’s transformation, even as he acknowledged that his focus area was to improve the airline’s services from ground up.
Jayaraj S, Head of Global Airport Operations at Air India, told ThePrint in an exclusive interview that he holds daily review meetings, on Sundays and public holidays too, to monitor any delays and improve the airline’s response systems.Air India, which handles nearly 700 flights and over one lakh passengers daily across 60 domestic and 51 international airports, has been trying to rebuild its reputation since its takeover by the Tata Group in 2022.
But the carrier has been facing headwinds for a while, particularly since the June 2025 Boeing Dreamliner crash that killed 260 people in Gujarat. Its many problems have only been compounded by New Delhi’s geopolitical tensions with Pakistan, flight disruptions amidst the West Asia war and soaring fuel costs.Jayaraj Tuesday conceded that the airline was also up against a perception battle. “Success is silent. Failure is front-page news,” he said.The airline’s Vihaan.AI transformation programme has produced measurable results, Jayaraj said.Giving figures, he said that complaints per 1,000 passengers have fallen from 2.53 in mid-2022 to 0.9 currently, while customer satisfaction scores for the airport experience improved from 3.89 to 4.27 out of 5 over the same period.
