Air India Plans Major Customer Experience Upgrade in 2026

Air India CEO Campbell Wilson announced that 2026 will mark the most significant customer experience upgrade in the airline’s modern history. The carrier is set to induct six new wide-body aircraft, including Boeing B787-9 and Airbus A350-1000, as part of its ongoing fleet transformation strategy.

The first line-fit B787-9 is expected to arrive by the end of 2025, setting the stage for accelerated improvements the following year.

Extensive Retrofit Programme for Existing Fleet

A key focus area is the retrofit of legacy Boeing 787-8 aircraft. The first two aircraft, currently undergoing complete interior overhauls—including next-generation inflight entertainment and Wi-Fi connectivity—in Victorville, California, will rejoin the fleet by February 2026.

Air India plans to refresh two to three wide-body aircraft every month, ensuring that two-thirds of the B787 fleet will sport upgraded interiors by the end of 2026. The full retrofit is expected to conclude by mid-2027.

These upgraded aircraft will primarily serve long-haul routes across Europe, Australasia and Southeast Asia. So far, the airline has already retrofitted 27 wide-body aircraft as part of its broader modernisation plan.

Narrow-Body and Express Fleet Advancements

Wilson also confirmed that 81% of Air India’s narrow-body fleet has been upgraded, with the remaining 17 aircraft scheduled for retrofitting in 2026. This delay stems from slower-than-expected aircraft deliveries from Airbus and Boeing.

Air India Express is simultaneously progressing with the refit of 50 white-tail aircraft originally intended for another carrier but left undelivered due to the pandemic.

Massive Order Pipeline and Operational Readiness

Of Air India’s mammoth 570-aircraft order, 524 aircraft are yet to be delivered. These will begin arriving in significant numbers during 2027 and 2028, indicating sustained expansion plans.

Wilson highlighted that major investments in systems, training and human resources are underway to support this rapid scaling.

Service Enhancements: Food, Lounges and Customer Experience

Beyond fleet upgrades, Air India is refreshing its food and beverage offerings across international and domestic routes. The revamped domestic menu will be rolled out by January 2026.

The airline is also overhauling its lounge network, with a new Maharaja Lounge launching in December at Delhi T3. Additional lounges are planned for Delhi’s domestic terminal, San Francisco, and an upgraded facility at New York JFK.

These improvements are already resonating with passengers, Air India’s Net Promoter Score hit a record 37 in September 2025, based on feedback from nearly 200,000 travellers.

Also Read: Adani Group Likely to Enter Aviation Training Sector!

Conclusion

Air India’s 2026 roadmap reflects one of its most ambitious transformation phases yet. With new aircraft, refurbished cabins, enhanced service standards and expanded lounges, the airline aims to deliver a significantly upgraded flying experience while preparing for large-scale growth in the years ahead.

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