Amidst a spate of significant delays impacting its ultra long haul flights, a senior official from Air India has acknowledged that customer handling could have been more effective and announced ongoing efforts to enhance ground staff operations.

The official, who requested anonymity, cited a combination of technical issues and extreme weather conditions as primary causes for the recent disruptions. “There were multiple compounding factors, including technical issues with the aircraft as well as extreme heat, that resulted in flights getting delayed or cancelled,” the official stated.

In recent weeks, Air India has seen at least four of its ultra long haul flights experiencing severe delays. The affected flights include AI 179 from Mumbai to San Francisco on May 24, AI 183 from Delhi to San Francisco on May 30, and AI 185 from Delhi to Vancouver on June 1 and 2.

These delays have understandably led to frustration among passengers, who faced extended waiting times and uncertainty regarding their travel plans. The official emphasized that while the airline regrets the inconvenience caused, it is actively working on measures to prevent such occurrences in the future.

“Efforts are on to strengthen the ground staff to better manage such situations and improve communication with passengers,” the official added. This includes increasing the number of personnel available to assist with customer service and ensuring that ground staff are better equipped to handle unexpected delays and cancellations.

Air India is also reviewing its protocols to ensure quicker responses to technical issues and is looking at ways to mitigate the impact of extreme weather on its operations. “We are committed to providing our customers with a reliable and comfortable travel experience. The recent delays have highlighted areas where we need to improve, and we are taking proactive steps to address these challenges,” the official said.

Passengers affected by the delays have been urged to contact Air India’s customer service for assistance and updates on their flight statuses. The airline has also committed to providing timely updates and support to all impacted travelers.

As Air India navigates these operational challenges, it remains focused on restoring its reputation for punctuality and reliability. The efforts to bolster ground staff and improve handling procedures are seen as crucial steps towards achieving this goal.