Air India steps up customer focus, plans new culture as Vistara merger completes a year

Vistara merged with Air India last November bringing greater scale and a uniform service experience. A year on Air India management is laying higher emphasis on customer service and preparing a new organisational culture.

These changes are being put in place as it negotiates the challenges caused by the Ahmedabad air crash and the closure of Pakistan’s airspace that have resulted in higher costs and reduction in flights.

The merger of the two airlines was completed on November 12 and followed integration of two other group airlines - AIX Connect (formerly AirAsia India) with Air India Express on October 1.

Last November Air India was operating 5,600 weekly flights connecting 90 domestic and international destinations with 208 aircraft. The number of weekly flights operated by Air India