Survey Highlights Timeliness And Food Quality Issues Reported By Air India Fliers

A majority of Air India passengers continue to report concerns over the airline's punctuality, food quality and communication, according to a LocalCircles survey released on Thursday. The report found that nearly six in 10 respondents experienced issues related to flight timeliness over the past 12 months, while around 40% expressed dissatisfaction with the quality of onboard food and the transparency of information shared by the airline. The findings come as Air India undergoes a leadership transition and continues its broader transformation efforts.

The survey, which gathered responses from 18,483 passengers who flew with Air India during the past year, also highlighted concerns over aircraft quality and maintenance. Around 34% of respondents reported issues in this category, although the report noted a significant improvement from 79% in 2025, representing a 45% reduction in related complaints. The findings suggest that while customer perceptions of aircraft condition have improved, several service-related challenges remain.

Baggage handling also continued to be a concern, with 28% of respondents reporting problems. However, complaints in this category declined from 48% in 2025, indicating measurable progress. The survey was released shortly after Tewolde Gebremariam assumed charge as Air India's Chief Executive Officer and Managing Director on August 5, succeeding Campbell Wilson, who stepped down from the role. According to the report, the airline is navigating regulatory scrutiny, continuing financial losses and the aftermath of the 2025 Ahmedabad air crash.

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Despite ongoing customer service challenges, the report acknowledged improvements in Air India's fleet expansion, aircraft quality and digital modernisation initiatives. It noted that these efforts have been reflected in global passenger experience forums and the airline's internal Net Promoter Scores. However, the survey concluded that these operational improvements have yet to translate into higher overall customer satisfaction.

LocalCircles said sustained attention to operational execution, passenger confidence, safety perception and customer-centric service will be essential for Air India to strengthen its reputation and support long-term growth. The report added that the airline's new leadership under Tewolde Gebremariam, known for leading successful expansion and turnaround efforts at Ethiopian Airlines, will face the challenge of converting the airline's transformation initiatives into tangible improvements for passengers. The survey included 18,483 verified respondents, with 63% men and 37% women, representing Tier 1, Tier 2 and Tier 3 to rural districts across India.

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