Air India was founded in 1932 as Tata Airlines and was later nationalized. It merged with Indian Airlines in 2007 but struggled with financial distress from 2005 due to strikes, poor on-time performance, intense competition, and an ill-conceived merger. Total losses amounted to Rs. 20,000 crore and debt reached Rs. 43,000 crore. Improving customer service through addressing help desk problems and implementing changes effectively could help Air India recover from its financial crisis by regaining customer trust.

1. PREPARED BY -
ARPIT RANPARIYA
AIR INDIA: BACK ON THE
RUNWAY

2. Q:1) HISTORY OF AIR INDIA?
 Tata Airlines founded by JRD Tata in 1932
 Tata Airlines nationalized as Air India International in 1946
 Indian Airlines start operations in 1953 for domestic routes
 Air India enters Jet Age in 1960 with Boeing 707
 Low cost airline Air India Express launched in 2005
 Financial distress from 2005
 Air India and Indian Airlines merged in 2007

3. Q:2) ESTABLISHMENT OF AIR INDIA?
 Tata Airlines
 Founder J.R.D Tata
 15 October 1932
 3 Seater De Havilland Puss Moth
 First Pilot - Nevill Vintcent
 First Flight
 Karachi, Ahmedabad & Mumbai

4. Q:3) WHAT WENT WRONG ?
 10 Day Strike In 2011 –Flights Cancelled – Revenues Lost
 On Time Performance was below 80 %
 AI –IA Merger Happened In 2007
 Intense Competition, Worsening Operational Performance
Massive Aircraft PURCHAES, ILL CONCEIVED Merger
 TOTAL LOSSES – Rs 20000 Cr & DEBT BURDEN – Rs
43000 Cr
 MR ROHIT NANDAN – “ No point in focusing on Market
Share @ the cost of Profitability”…..

5. Q:4) WHY AIR INDIA AIRLINES MERGE?
 Additional revenue/assets
 Increased connectivity and presence (size) lead to
additional revenue – additional value from:
 Larger carriers achieve a disproportionate share of
revenue (S-Curve)
 Better schedule optimization
 Less pricing competition
 Improved operating efficiencies
 Strategic Acquisition

6. Q:5) WHAT IS VISION & MISSION OF AIR INDIA?
 To be among top five airlines in terms of Yield, profitability,
Productivity, Size And Quality.
 Focus on customer satisfaction
 Grow with emphasis on sustained profitability
 Focus on social responsibility – environment & community

7. Q:6) HELPDESK PROBLEMS OF AIRLINE?
 It provides a single point of contact for customers to receive
help on various issues.
 Problems with the help desk software .
 IT processes lack structure.
 The responses are late and thus leads to poor customer
support.
 Phone lines are mostly busy.

8. Q:7) WHAT IS IMPLEMENTATION ISSUES ?
 Change in top management
 Delays
 Lack of Coordination
 Implementation Approach
 Data Issues

9. CONCLUSION
 Winning customer’s trust can help Air India come
out of the current financial crisis.
 Organization must be well equipped in terms:
staff, devices and information.

10. THANK YOU
REFERNCE :
-GOOGLE
-WIKIPEDIA
-CUSTOMER’S REVIEW