Air India survey flags timeliness as top customer pain point
A LocalCircles survey of 18,483 respondents found about 60% of Air India fliers reported timeliness issues in the past year, while 40% cited food quality and communication transparency. Aircraft-quality and baggage complaints were lower than in 2025.
A LocalCircles survey of 18,483 respondents found persistent Air India service issues, led by timeliness, food quality and communication. Aircraft-quality and baggage complaints declined versus 2025, while the Tata-owned carrier faces pressure to improve customer experience amid leadership transition.
Why this matters
The survey adds customer-service pressure as Air India’s new CEO inherits losses, safety scrutiny and a complex fleet turnaround, following the appointment of ex-Ethiopian Airlines CEO Tewolde Gebremariam.
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