Air India’s Premium Reset in North America Isn’t Finished Yet

Air India has long been associated with inconsistent service, aging aircraft, and a reputation that lagged far behind global rivals. Now the airline says customer sentiment is moving sharply in the opposite direction.

Its Net Promoter Score has climbed from roughly -37 before the Tata Group takeover to +37 today – a dramatic swing the airline credits to new aircraft, upgraded lounges, and a broader overhaul of the passenger experience. On its newest Airbus A350s and Boeing 787-9s, the carrier says those scores rise even further, reaching as high as 60 to 65. 

These latest figures, shared by Rajesh Dogra, Air India’s chief customer experience officer, are the clearest evidence yet of how the airline is trying to reposition itself in North America. The U.S. and Canada is its most strategically important long-haul market, but one where it is competing against Gulf carriers and established global rivals for some of the world’s most lucrative traffic.