Air India expects 'most significant' customer experience shift in 2026: CEO Campbell Wilson

November 25, 2025 at 05:05 AM•2 min read•Martin Shwenk Leade

Air India's 2026 customer experience overhaul faces unexpected turbulence. What's slowing its fleet transformation?

Key Points

1**2026 Customer Experience Overhaul Delayed:** Air India's planned "most significant" customer experience transformation faces substantial setbacks.
2**Zero New Aircraft Received:** From a 570-jet order, Air India has received zero new aircraft, compelling reliance on leased planes and older Airbus A320-family jets.
3**Fleet Stagnation Through 2026:** Total fleet size will remain largely unchanged until 2026, with wide-body aircraft numbers temporarily decreasing.
4**Operational Adjustments Implemented:** The Indian carrier introduced pilot "flexi contracts" and cut some US routes due to slower aircraft induction and reduced international travel demand.

Air India's ambitious plan for a "most significant" customer experience transformation by 2026 is encountering substantial headwinds, primarily due to persistent global supply chain issues. CEO Campbell Wilson confirmed that while the airline aims for a major shift, the pace of fleet modernization is significantly hampered. The Indian carrier has received zero aircraft from its massive 570-jet order placed in February 2022, forcing it to rely on leased planes and acquiring aircraft originally intended for other airlines.

The delays have a direct impact on Air India's fleet composition and upgrade schedule. Although the narrow-body fleet's refurbishment is nearing completion, the airline must retain 17 older Airbus A320-family jets longer than initially planned, all of which will now undergo retrofits. The wide-body aircraft retrofit program has also commenced but is not expected to conclude until the end of 2028, further extending the timeline for a fully modernized long-haul fleet.

Looking ahead, Air India anticipates receiving 26-30 aircraft next year; however, a similar number will be returned or sent for refurbishment. This dynamic means the airline's total fleet size will remain largely unchanged through 2026, with a temporary dip in wide-body aircraft availability. In response to these slower-than-expected inductions and a temporary drop in international travel demand, particularly on US routes, Air India has implemented operational adjustments, including offering "flexi contracts" to pilots (excluding those flying the Boeing 787) and making commercially sensible flight cuts.