Archive · 10 Nov 2025
Air India Enhances Customer Service and Culture Post-Vistara Merger
Air India and Vistara became one airline about a year ago.
Now, Air India is focusing on making customers happier and creating a new team spirit among all its workers.
They are planning better services and a unified company culture.
This is happening while the airline deals with fewer flights and higher costs due to some recent events and airplane maintenance.
Selling more 'premium economy' seats is a challenge, but they are working on it by adding more of these seats to their planes.
Some employees are adopting Vistara's less formal way of working, like using first names for bosses.
The airline reports that customer satisfaction is at an all-time high.
Air India is increasing focus on customer service and developing a new organizational culture one year after its merger with Vistara.
The airline is navigating challenges including operational impacts from the Ahmedabad air crash and Pakistan's airspace closure, leading to reduced flights and increased costs.
Air India's weekly flights have decreased by 16%, and its fleet and destination count have also reduced due to aircraft retrofits and lease returns.
Despite efforts, premium economy sales remain a challenge, though the airline reports an increase in aircraft equipped with these seats and overall revenue growth.
The company is actively working on integrating former Vistara employees and creating a unified company culture, with some Vistara practices, like addressing seniors by first names, being adopted.
- Who
- Air India management and employees
- What
- Enhancing customer service, developing a new organizational culture, and integrating operations post-merger with Vistara.
- When
- A year after the Vistara merger was completed on November 12, 2024.
- Where
- Across Air India's operations.
- Why
- To improve customer experience, adapt to operational challenges, and create a unified company culture.
Airline Source / Crew Member
Air India Statement
Premium Economy Sales
Airline Source / Crew Member
Premium economy sales are weak, with frequent upgrades from economy class potentially diminishing its exclusivity.
Air India Statement
The number of aircraft with premium economy seats has tripled, and revenue and load factor have increased. Market awareness and inclusion in corporate travel policies are being addressed with encouraging progress.
In-flight Service and Product
Airline Source / Crew Member
While attention to detail in in-flight service has increased, the 'hard product,' such as non-functional inflight entertainment systems on widebody planes, requires improvement.
Air India Statement
On-ground and in-flight services have improved, with standardized crew engagement, enhanced brand visibility, and more prompt communication about disruptions. The Net Promoter Score (NPS) for the combined entity is at an all-time high.
Cultural Integration and Seniority
Airline Source / Crew Member
Concerns exist among some crew members regarding the integration process and rostering, particularly the combining of weekly offs with leaves. A common seniority list for pilots is ready, but for cabin crew it's still in progress.
Air India Statement
Air India is co-creating a common culture by amalgamating employees from Air India and Vistara, along with post-privatization hires, using methods like employee surveys. Vistara's less hierarchical functioning style and use of first names for seniors are being adopted.
- Merger Completion Date
- November 12, 2024
- Previous Weekly Flights (Air India)
- 5,600
- Current Weekly Flights (Air India)
- 4,700 (16% reduction)
- Previous Destinations
- 90
- Current Destinations
- 82
- Previous Aircraft Fleet
- 208
- Current Aircraft Fleet
- 187
- Aircraft with Premium Economy Seats (Previous)
- 25
- Aircraft with Premium Economy Seats (Current)
- 108