Will Air India's Upgrades Elevate It to India's Top Choice for Long-Haul Flights in 2024-25?

Key Takeaways:

?? Air India's introduction of the Airbus A350-900 brings enhanced comfort for U.S.-bound travellers.

?? Despite upgrades, Air India still trails behind competitors like Emirates and Korean Air in overall service quality.

?? Consistent service improvements and effective engagement strategies are crucial for Air India to win over premium travellers.

?? The airline's journey to becoming an Indian traveller’s preferred long-haul carrier remains a work in progress, with significant competition ahead.

As an avid observer of the aviation industry, particularly the dynamics of long-haul travel, it’s exciting to witness the ongoing transformation of Air India. The recent introduction of the Airbus A350-900 into its fleet marked a significant milestone, bringing good news for those planning trips from India to the United States. Starting November 2024, routes like Delhi-New York JFK and Delhi-Newark will see these new aircraft, offering a more comfortable and luxurious experience.

The decision to deploy the A350-900 on these routes underscores Air India's commitment to enhancing the travel experience for its passengers. One of the most notable upgrades is the introduction of a Premium Economy class, featuring just 24 slightly wider seats in a 2-4-2 configuration. This addition provides an excellent middle ground for travellers seeking more comfort than the standard economy class but wanting to avoid stretching to the cost of business class. The emphasis on spacious seating and personalized service aims to attract the discerning traveller who values comfort and exclusivity on long-haul flights.

In the Business Class, the changes are even more impressive. With 28 seats arranged in a 1-2-1 configuration, passengers can enjoy flat beds and a suite-like setup with sliding privacy doors. This configuration enhances privacy and adds a touch of luxury akin to some of the best offerings from global carriers. Including amenities designed by renowned brands such as Ferragamo and TUMI further elevates the experience, aligning with international standards of luxury travel.

However, the crucial question remains: For 2024-25, can Air India be billed as India's preferred carrier for these long-haul routes, especially to the competitive U.S. market?

The current feedback from Luxury Tribe ’s pool of exclusive travel buyers is— “not really”.

I feel that Air India is behaving more like a budget carrier in the international market. Indians, however, are forgiving and will probably very soon give Air India another go if the airline can deliver consistent improvements. The answer, in my opinion, hinges on multiple factors. The initial feedback from customers and the aviation industry will be pivotal in shaping this perception. Air India is still very much a work in progress.

While the upgrades are promising, Air India still faces stiff competition from well-established carriers like Emirates , Qatar Airways , and Korean Air. These airlines have long been favoured for their reliability, superior service, and stress-free travel experiences, attributes that have won them a loyal customer base.

For Air India to ascend to a comparable status, consistency in service quality is critical. While the hardware—the aircraft and cabin offerings—are being upgraded, the software—customer service, punctuality, and overall travel experience—must also match or exceed expectations. Moreover, Air India needs to invest in engagement strategies to shift longstanding perceptions and effectively showcase these improvements—not just in terms of hardware and software but also in providing a seamless, stress-free experience—to a global audience.

It's also worth noting that the aviation industry, particularly long-haul travel, is highly dynamic. With evolving customer expectations, technological advancements, and changing competitive landscapes, what works today may not suffice tomorrow. I consider that even the best offerings Air India has planned currently still fall short of the standards set by its competitors. Therefore, continuous innovation and adaptation are crucial for Air India to not only retain its existing customer base but also to attract new ones.

While the introduction of the A350-900 and the new cabin configurations are significant steps forward, Air India's journey to becoming Indian travellers’ preferred long-haul carrier is still ongoing. In my opinion, take Emirates if heading to Europe or the US West Coast; take Korean Air if heading to the US East Coast.

By: Vishal Jain, Editor-in-Chief, World Travel Magazine. 29 July 2024.

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