Key Insights from Campbell Wilson at the Skift India Forum

Speaking at the Skift India Forum, Campbell Wilson, CEO of Air India, highlighted that the primary challenge faced by Indian aviation in recent years wasn’t the lack of aircraft capacity. Currently, local airlines have over 1,000 planes on order, including widebody aircraft for international routes.

“I think that’s a good thing because it’s bringing the focus of Indian travel back onto Indian soil, and all of the spin-off economic benefits that brings to airports, caterers, hoteliers, and everything else,” Wilson mentioned.

Wilson asserted, “The power is in our hands. As time progresses, more of Indian aviation’s critical mass will be situated in India,” while recognizing that constraints in aircraft supply will depend on external suppliers.

Air India Loyalty Program Insights

In discussing the airline’s loyalty program, the Maharaja Club, Wilson announced that Air India Express will likely be integrated into this program within the year. The Maharaja Club currently boasts 10 million members and gains around 300,000 new members monthly. He expressed optimism about making the program more competitive and user-friendly, stating, “Air India frequent flyer will be the second currency of India.”

The Role of AI in Air India

Wilson also shared his perspective on the utilization of AI, stating it would be focused on augmentation, rather than substitution. “Utilizing AI for issuing refunds and training staff can significantly streamline processes. AI technology can consolidate complex procedures and provide concise information to staff based on extensive SOPs and policies,” he concluded.