Customer Experience is the Name of the Game

It’s a great time to be in the Aviation business in India. The whole country was optimistic when Tata Group sealed the Air India deal last year. Everybody expected a significant turnaround, especially when Tata Consultancy Services (TCS) was assigned to overhaul Air India to bring the company on par with private counterparts through tech led reforms and cost efficiencies. But what followed was historic. Air India recently made aviation history with the biggest aircraft order ever, agreeing to

purchase a total of 540 aircraft from Boeing and Airbus that will help the Tata Group airline expand its horizons in India and abroad. The purchase of short and long haul aircraft is estimated to cost a whopping $82 billion according to the list price, but such bulk orders usually come with discounts and incentives.

According to top aviation experts, the mega deal is expected to create over 2,00,000 jobs in India, directly and indirectly. However, the industry can’t take its eye off the focus on safety and experience. Today’s global aviation industry is as safe as or safer than road trips. Air India will need to hold itself to such high standards. The recent urination fiasco tarnished the carrier’s image as DGCA slapped Rs.30 lakh penalty. It goes without saying that the aviation industry stakeholders in every country need to check, double check, and ensure that their safety & customer experience approach is uncompromised. In this issue, we feature some industry leaders who are ambassadors of a safety first approach and innovations in the segment. Do let us know your thoughts.