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The recent spate of flight delays and cancellations by Air India has drawn attention, leading to the Directorate General of Civil Aviation (DGCA) issuing a show-cause notice to the airline. In response, Air India’s Managing Director and CEO, Campbell Wilson, attributed these disruptions to technical glitches and operational challenges.
Addressing the situation, Wilson acknowledged that the airline could have managed the “unusual combination of events” better, as reported by Mint. He highlighted various factors contributing to the delays, including technical issues with aircraft, ground handling units supplied by third parties, airport infrastructure such as air conditioning, and passenger preferences not to travel. Wilson emphasized the need for improved compensation and communication strategies to enhance customer experience during such incidents.
The DGCA’s show-cause notice specifically references inordinate delays on international flights, such as AI 183 from Delhi to San Francisco and AI 179 from Mumbai to San Francisco. Additionally, an Air India flight from Delhi to Vancouver faced a significant 22-hour delay, leading to protests by over 50 passengers at the terminal.
Explaining the causes behind these delays, Wilson mentioned a malfunctioning auxiliary unit for air conditioning in the Delhi-San Francisco flight and a missing nozzle for drinking water in the delayed Delhi-Vancouver flight, attributed to Air India Engineering Services Ltd (AIESL).
AIESL, a public sector undertaking providing maintenance services to Air India, faced internal grievances recently, including strike notices from aircraft technicians over issues like promotions, notice periods, salary hikes, and allowances.
In response to these challenges, Air India is planning to revamp its maintenance services. Plans include setting up in-house line maintenance and base maintenance facilities in Bengaluru, in collaboration with Singapore Airlines Engineering Company Ltd, over the next 18 months.
As Air India navigates these operational issues and restructuring efforts, the focus remains on improving service reliability and addressing internal maintenance concerns to ensure a smoother travel experience for passengers.
Sources By Agencies
