New delays and challenges emerge for Air India passengers despite Tata’s takeover, as service quality falls short of expectations.
Long Haul Flights and Delay Problems Frustrate Passengers
Air India’s reputation for punctuality is facing serious challenges, especially when it comes to long and medium-haul international flights. Despite its return to the Tata Group after nearly seven decades, complaints from passengers regarding flight delays are increasing. One of the most recent examples occurred on August 31, 2024, when flight AI 129 from Mumbai to London, originally scheduled for 5:15 am, departed almost nine hours late.
This is not an isolated case. Other flights like the Mumbai-New York route on the same day were delayed by more than 12 hours, while flight tracking websites reveal that AI 129 has had multiple delays throughout late August. Frequent delays on international routes like these have become a significant point of frustration for loyal Air India customers.
Domestic Flights Face Punctuality Issues Too
It’s not just international passengers who are feeling the heat. Air India’s domestic services are also underperforming in terms of punctuality. Recent data from the Directorate General of Civil Aviation (DGCA) showed that only SpiceJet and Alliance Air had worse on-time performance. Though Air India has a 9.7% domestic market share, passengers on domestic routes still have options to switch airlines.
However, the situation is different when it comes to international routes. Air India remains the only airline offering direct flights to certain destinations in North America, Europe, and other global hubs. These non-stop flights, such as Delhi to Chicago or San Francisco, are the fastest option for many, as Air India takes the shortest route through Russia. The repeated delays on these critical routes are pushing the patience of even the airline’s most loyal customers.
DGCA Steps in Amid Growing Concerns
The DGCA has been forced to intervene as passengers grow increasingly disgruntled. Some of the most significant delays in recent months include the Mumbai-San Francisco flight being delayed by 18 hours on May 24, 2024, and the Delhi-San Francisco flight delayed by over 30 hours just a few days later on May 30. Another major delay involved the Delhi-Vancouver flight on June 1, which was delayed by over 20 hours.
In response, the DGCA issued a notice, highlighting Air India’s failure to provide adequate care for its passengers. Despite the growing concern, Air India has yet to issue any formal comment on these ongoing issues. It is also worth noting that DGCA does not provide data for on-time performance (OTP) when it comes to international flights, making it difficult to measure how Air India stacks up against competitors on a global scale.
Engineering Issues and Crew Mismanagement Add to Delays
A variety of factors contribute to Air India’s underperformance in recent months. Stakeholders point to recurring engineering and maintenance issues, which frequently lead to aircraft being grounded. The lack of spare parts is another major concern, often resulting in significant delays.
In addition to these technical challenges, there are serious crew planning issues. Air India’s fleet is currently overworked, leading to delays caused by crew shortages or unavailability. Insiders suggest that Air India has taken on more flights than it can manage, further straining its already stretched resources.
Management and Ground Reality Disconnect
Many Air India employees and insiders believe that the airline’s management is out of touch with the day-to-day issues on the ground. The airline’s new management team, brought in post-Tata acquisition, has not been able to successfully integrate with the old team, leading to internal conflict. Long-time employees feel neglected and sidelined, which has affected overall operations.
For example, communication within the organization has become an issue. Any problem reported by employees has to be logged via email or apps, but responses are slow, often taking days. This has led to frustration among staff and further operational delays.
Fleet Upgrades Are Not Enough
Although Air India is acquiring new aircraft, insiders believe that simply upgrading the fleet will not be enough to solve its ongoing challenges. Air India Engineering Services Limited (AIESL) was separated from Air India at the time of its privatization, and insiders argue that the airline needs better systems and processes in place to handle its growing fleet.
The airline operates its long-haul flights at maximum capacity, meaning even a small technical issue can lead to passengers or luggage being left behind, flights being delayed, or cancellations.
Tata Group Keeps a Close Watch on Air India’s Performance
Tata Group, which has headquarters at Bombay House, is fully aware of the problems plaguing Air India and is closely monitoring the situation. While questions are being asked and efforts are being made to improve operations, the path to fixing the airline’s persistent delays and service issues will not be easy. Passengers, for now, will continue to feel the effects of these operational struggles as the airline works towards better punctuality and customer service.
