Air India’s Premium Reset in North America Isn’t Finished Yet
Air India is making significant improvements to its services in North America, aiming to enhance customer perceptions. The airline's Net Promoter Score has seen a remarkable increase since the Tata Group takeover, indicating positive changes in customer sentiment. Despite these advancements, challenges remain in delivering a consistent experience across its routes.
- ▪Air India's Net Promoter Score has risen from -37 to +37 since the Tata Group takeover.
- ▪The airline attributes this improvement to new aircraft and upgraded lounges.
- ▪Customer satisfaction scores are even higher on the newest Airbus A350s and Boeing 787-9s, reaching 60 to 65.
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Airlines Air India’s Premium Reset in North America Isn’t Finished Yet Ajay Awtaney June 3rd, 2026 at 5:08 AM EDT Photo Credit: The new-look Air India Lounge at San Francisco Airport. Air India Skift Take Air India is working hard to fix products and perceptions in its most important international market. The customer metrics suggest the effort is landing, even if the experience remains inconsistent. play_circle_filled Listen to Story Summarize Story Share WhatsApp LinkedIn X Facebook Email How has Air India's Net Promoter Score changed since the Tata Group takeover? How is Air India addressing consistency issues across its North American routes? What upgrades have been made to Air India’s lounges in San Francisco and JFK? Select a question above or ask something else Air India has long…
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