Overview

• In a September 5 staff note, Campbell Wilson said the incident rate is "entirely normal" for a group operating more than 1,200 daily departures.
• He said the airline has been "more transparent than usual" in reporting even minor events, which has increased media coverage.
• Operational performance improved in August, with on-time performance above 80% and net promoter score at 36, alongside better baggage handling and reunification.
• Frontline staff can issue e‑vouchers for service shortfalls, with the capability planned for cabin crew, and the carrier is restoring amenities such as an in‑flight magazine and specialty menus.
• The messaging follows the June 12 AI 171 crash that killed 260 people, after which regulators conducted inspections and the airline implemented voluntary safety pauses that disrupted some flights.