Expanding Air India ’s punctuality woes leave passengers frustrated

Expanding Air India ’s punctuality woes leave passengers frustrated 

Delay In Int’l Flights Testing Patience Of Loyal Customers 

New Delhi : “Set your watches boys, we are right on schedule.” A beaming J R D Tata had remarked when Air India’s (AI) maiden international flight, which left Bombay on June 8, 1948, for London via Cairo and Geneva, reached its destination the next day. That’s folklore for AI passengers now, especially those taking its USP medium to ultra long hauls, due to frequent long delays. While nobody expected miracles within two-and-ahalf years of the airline returning to founder Tata Group in Jan 2022 after nearly seven decades as a PSU, AI’s poor on time performance (OTP) is now irking and inconveniencing passengers who prefer not to look at their watches on delayed flights. 

Vistara, which was more punctual, will be merged into AI on Nov 12. Sample this: On Aug 31, 2024, Mumbai-London AI 129 left nearly nine hours after its scheduled departure time of 5.15am. The same day, Mumbai-New York (JFK) left after a 12-hour delay. AI 129, flight tracking sites show, left after 2pm on Aug 28, 29 and 30. And on Aug 23 and 24, it left after 8am. The list of delays is an endless one. A flight operating within 15 minutes of its scheduled departure/arrival time is considered on time. AI’s domestic punctuality is also in the pits. Only struggling-to-survive SpiceJet and Alliance Air have seen worse OTP than it in recent months, as per DGCA data (see box). But passengers have options on domestic routes. 

AI’s domestic market share in CY 2023 was 9.7%. International, howev r, is another story. AI offers the maximum medium to ultra long haul nonstops to North America, Europe, Far East and Australia. On many routes like Delhi-Chicago/San Francisco (SFO)/Washington; MumbaiNew York/SFO and Bengaluru-SFO, AI is the only direct service. For North America, AI direct flights are the fastest option as the airline overflies Russia and takes the shortest route. Delay of these flights is testing the patience of the loyal customer base of diaspora and Indian globetrotters that are so crucial for the airline. According to OAG, the top three airlines for international capacity share from India in April 2024 were Air India (20%), IndiGo (17%) and Emirates (7%). Comments were sought from AI on its international flight delays — why they are happening with such regularity and what is being about the same — and were awaited till the time of going to press. 

Recently, DGCA had to intervene after three back-to back really long delays this summer: Mumbai-SFO AI 179 of May 24 by 18 hours; Delhi-SFO of May 30 by over 30 hours and June 1 DelhiVancouver by over 20 hours. “AI is time and again failing in taking due care of passengers,” the DGCA notice at that time said. DGCA does not give OTP figures for international flights. TOI spoke to a cross section of stakeholders to find out the reason for AI’s poor performance. The common reasons — engineering and maintenance issues that are leading to poor technical dispatch reliability; frequent grounding of aircraft due to snags; spare shortage and poor crew planning. “In this backdrop, AI has bitten off more than it can chew in terms of having so many flights which it cannot operate without frequent delays or seeing cancellations. They are over-sweating the planes,” said sources. 

AI has both added a number of international flights. Multiple stakeholders spoke about a management disconnect with the ground realities and the new managers not taking the legacy team along. “They have antagonised the old key employees and keep criticising them. So many long-time employees now feel disconnected. Everything is on multiple apps and emails. If something is to be reported, do so by email. A reply may come a few days later,” said multiple people. Even AI insiders admit that these issues will not get resolved just by inducting new aircraft. AI Engineering Services Ltd (AIESL) was hived off when AI was privatised. “Systems and processes have to be in place. Our long hauls operate on the edge of the maximum carrying capacity and limit of aircraft. 

Even a small issue means leaving passengers or baggage behind; delaying or cancelling flights. Bombay House (Tata HQ) is seized of the matter; is watching the situation closely and is asking the questions that need to be asked,” they said.

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