‘AI incidence rate entirely normal in context of its scale & size:’ MD Campbell Wilson

NEW DELHI: The tragic AI 171 crash in Ahmedabad on June 12 that left 260 dead has put the spotlight firmly on Air India. While the crash is being investigated by multiple agencies from all angles, the airline now sees routine aviation events like go-arounds and flights returning to bay over suspected snags become big talking points amid an already concerned travelling public.

Now AI MD & CEO Campbell Wilson has told employees that “in context of our scale and size, however, the incidence rate is entirely normal.”“Over the past few months, our operations have garnered significant attention… Like all airlines, we face a variety of operational scenarios — some of which are under our control, and some that are not. When the spotlight is on us, it's crucial to offer timely, clear and accurate information and the right context.

So over recent weeks we have been even more transparent than usual in reporting incidents and events, however small,” Wilson said.AI hopes this “transparency will, over time, help build trust”. But “in the short term though, it naturally results in an uptick of news coverage, and with more than 1,200 departures every single day - nearly one every minute - across the Air India Group, it can seem like a lot. In context of our scale and size, however, the incidence rate is entirely normal,” he says.

Tatas had acquired AI along with AI Express in Jan 2022 and returning the Maharaja’s lost glory is among the toughest challenges in contemporary aviation. So over 3.5 years after the return to founder Tata fold, AI is still grappling with multiple challenges. The DGCA has multiple times fined AI for violations in the last few years. Following the crash, the regulator has warned AI over operational issues including rostering apart from ordering removal of some key officials for repeat violations.

To be fair, AI is not the only airline that has faced DGCA ire over alleged deficiencies and also every carrier faces the same from time to time. But AI Group and IndiGo are seen as key to India’s dream of becoming an aviation superpower as that requires strong home airlines. “Deficiencies are pointed out not to penalise but to ensure that airlines’ get their house in order and do not at least repeat the same mistake. Also a tragedy of the scale witnessed in Ahmedabad also requires some introspection within not the airline concerned but the oversight ecosystem too to find and plug the gaps,” said a senior official.AI has accordingly downsized its operations after June 12 for factoring in things like enhanced aircraft checks and plans to restore all international flights from next month. On his part, Campbell Wilson said in his message to employees that “our performance continues to improve thanks to the collective efforts across the organisation.” These, according to him, include improved on time performance and baggage handling.“We've empowered our front-line teams with the ability to offer e-vouchers to customers in cases where a service shortfall has occurred, such as for mishandled baggage, and are also working to extend this capability to our cabin crew, enabling them to provide on-the-spot resolution to customers during their journey,” he said.