Campbell Wilson, Managing Director and CEO of Air India, acknowledged that the airline's revival is a multi-year project that will take time to reach completion, despite ongoing efforts to improve operations and customer service. Speaking to NDTV, Wilson described the transformation of Air India as one of the most challenging corporate turnarounds, likening it to "the Everest of corporate turn-arounds."

Now in the second year of a five-year transformation plan, Air India faces hurdles stemming from the integration of various airlines, including Vistara, Air India Express, and AirAsia India, each with its own distinct work culture. Tensions between pilots and management, particularly related to Vistara’s merger with Air India, have led to significant disruptions, including mass sick leave taken by pilots in protest of new contracts. Similarly, cabin crew members at Air India Express went on strike in May due to grievances over their merger with AIX Connect.

Despite these challenges, Wilson highlighted several positive developments, such as the recruitment of 9,000 new staff members, the integration of multiple airlines, and the modernization of the fleet. Air India has committed $400 million for refurbishing its legacy fleet, including Boeing 777s and 787s, with new interiors set to be installed from mid-2025 onward. In the meantime, the airline has introduced new Airbus A350-900 aircraft on key international routes like New York and London, offering a taste of the improvements to come.

Wilson also addressed concerns about safety, acknowledging occasional gaps but stressing the airline's commitment to regular audits. In the first eight months of 2024, Air India was fined for safety-related issues, including violations of flight duty limitations and operating with non-qualified crew members. These issues have been attributed to legacy practices and human oversight, with the airline taking steps to address them.

As the merger with Vistara progresses, concerns have arisen about maintaining the high service standards Vistara was known for. However, Wilson remains confident that the combination of Vistara's quality and Air India's legacy will produce a revitalized airline that meets passenger expectations.

Looking ahead, Wilson admitted that the fully transformed Air India, with consistent service and modernized facilities, is still years away. Nevertheless, he emphasized that the airline’s transformation is ongoing, and he shares the impatience of customers and staff alike for the airline to reach its full potential.