Mumbai, September 19, 2026: Air India has received three major recognitions at the 2026 Skytrax World Airline Awards, including the titles of ‘Best Airline in India’ and ‘Best Airline Staff in India & South Asia’, along with a Skytrax 4-Star Airline Certification for Business Class and Economy Class.
The awards were presented at the 2026 Skytrax World Airline Awards ceremony in London, recognising Air India’s progress in passenger experience, service delivery and its ongoing transformation programme.
Passenger Feedback Drives Recognition
The ‘Best Airline in India’ and ‘Best Airline Staff in India & South Asia’ awards are based on feedback collected through Skytrax’s global airline passenger satisfaction survey. The recognition for Air India’s staff covers the contribution of its frontline teams across cabin crew, airport operations, customer support and other operational functions.
Air India CEO and Managing Director Campbell Wilson, along with Chief Customer Experience Officer Rajesh Dogra, Head of Customer Experience and Loyalty Anjali Birla and members of the airline’s cabin crew, received the awards on behalf of the airline in London.
Commenting on the recognition, Campbell Wilson said that the awards reflect the experiences being acknowledged by Air India’s customers and credited the airline’s more than 24,000 employees for their contribution to its transformation.
He added that the recognitions, together with the airline’s Skytrax 4-Star certification, demonstrate progress in Air India’s transformation while the airline continues to invest in its people, products, technology and customer experience.
Air India’s Transformation Under Vihaan.AI
The latest recognition comes as Air India continues its Vihaan.AI transformation programme, which covers several areas of its operations, including fleet modernisation, cabin upgrades, airport and lounge improvements, digital innovation, customer support and employee training.
According to Air India, more than 130 narrowbody and widebody aircraft in its fleet are either new or upgraded. The programme includes the introduction of India’s first Airbus A350 and new Boeing 787-9 aircraft, alongside the ongoing retrofit of legacy aircraft.
The airline has also expanded its focus on the onboard experience, with cabin crew training, new inflight meals and beverages, refreshed bedding and amenities, and upgraded entertainment systems. New and upgraded widebody aircraft offer more than 3,000 hours of inflight entertainment content, while Vista Stream provides wireless entertainment on narrowbody aircraft.
Improving Customer Experience
Air India said its transformation efforts have also been reflected in customer feedback. The airline’s Net Promoter Score (NPS), a measure of customer advocacy, has increased by more than 70 points, from -35 in late 2022 to nearly +40, according to the airline. Air India said its A350 and B787-9 aircraft have recorded NPS levels consistently in the high 60s.
The airline has simultaneously invested in its digital infrastructure and customer support systems. These initiatives include a redesigned website and mobile application, a generative-AI-powered customer support platform and changes aimed at reducing contact-centre waiting times and improving the speed of refunds and issue resolution.
The Skytrax recognitions add to Air India’s series of industry awards and certifications in 2026 as the airline continues its efforts to modernise its operations and strengthen its passenger proposition.
With the latest honours, Air India said it remains focused on enhancing its products, services and global network as it progresses towards its ambition of becoming a world-class global airline with an Indian identity.
About Air India
Air India is India’s global full-service airline and is part of the Tata Group. The airline is undertaking a multi-year transformation programme, Vihaan.AI, covering fleet modernisation, customer experience, technology, employee training and operational improvements. The Air India group operates a network across domestic and international destinations and is investing substantially in aircraft, infrastructure and digital capabilities.
