Punctual. Comfortable. Hospitable. Modern fleet. Wide global network. Technologically most advanced and financially strong. Air India could be all these and more in the not so distant future.
Tata Sons chairman N Chandrasekaran for the first time outlined the group’s vision for the Maharaja in his address to employees. Terming AI the “flagship”, Chandra (as he is known) urged everyone to work with the passion of J R D Tata. “We want to ensure that every Indian is able to fly directly to as many destinations as possible,” he said.
“If you go back in history, AI is one of the original symbols of Indian excellence on the global stage. At a time when the world was full of many similar airlines with similar services, AI stood out with its peerless model of customer experience… AI defined Indian hospitality to the world,” Chandra said.
Consumer-facing “iconic” Tata brands like Taj Hotels, Tanishq, Tata Salt and Jaguar Land Rover touch the lives of 60 crore Indians, he said. “Now with AI, we have an opportunity to become the brand that represents the aspirations of 130 crore Indians. ” He outlined the vision for the airline.
“We are totally committed to making AI the world class airline it deserves to be… areas where we want to be absolutely best in class: Customer service, technology, fleet, network and hospitality. ”
Customer service experience will start with “on time, every time”. “…complement that with a terrific experience in terms of seamless boo- king, airport, boarding, lounge experience,” Chandra said, while emphasising on consumer grievance redressal and keeping safety paramount.
Tatas want to make AI the world’s most advanced technological airline in every aspect. Digital reach will ensure that passengers are “totally connected (in) real time”. About fleet and network, Chandra admitted there is “work to do”. “…with utmost urgency, we will upgrade our fleet…. We will expand our outreach (both domestic and international). increase number of (planes). ”
He spoke about bringing back the Maharaja hospitality both in flight, in the lounges and at every customer touch point. However, Chandra kept strict financial discipline foremost, while speaking of all these objectives