In the aftermath of the tragic crash of Air India Flight AI171 in Ahmedabad, Air India’s CEO Campbell Wilson has issued a direct communication to the airline’s loyalty programme members. In his message, Wilson reaffirmed the carrier’s commitment to safety and shared key facts about the aircraft, crew, and maintenance records.
Loyalty Club Members Get Transparency from Top
The email, sent to members of the airline’s elite Maharaja Club, emphasized that passenger safety remains the airline’s “highest priority” and always has been since the Tata Group took over the operations in 2022.
“In this context, we want to share some important facts about Flight AI171 to provide clarity during this difficult time,” Wilson stated, addressing growing concerns after the incident that claimed 14 lives.
Pilots Were Highly Experienced, Aircraft Was in Excellent Condition
Wilson noted that the ill-fated Boeing 787-8 was being flown by Captain Sumeet Sabharwal, a seasoned pilot and trainer with over 10,000 hours on widebody aircraft. The co-pilot, First Officer Clive Kunder, had logged more than 3,400 flying hours.
He detailed the aircraft’s maintenance history to dispel doubts about technical issues.
“The plane was well-maintained. Its last major check was in June 2023, and the next was scheduled for December 2025. Its right engine was overhauled in March 2025, while the left engine underwent inspection in April 2025,” Wilson wrote.
The aircraft and its engines were under constant monitoring, with no prior technical warnings reported before takeoff.
Focus Remains on Investigation and Care for Affected Families
While investigations are ongoing, Air India continues to work closely with the Directorate General of Civil Aviation (DGCA) and international safety agencies. Wilson reiterated that no compromises would be made in uncovering the cause of the incident.
The airline is also providing full support to affected families, covering all medical and legal costs, offering grief counseling, and facilitating emergency travel for relatives.
Assurance Amid Broader Efforts to Rebuild Trust
This communication comes at a time when the airline is investing heavily in fleet upgrades, staff training. And service enhancements as part of the Tata Group’s broader revival plan.
Industry experts view this transparency as a necessary move to regain passenger trust. “Reaching out directly to frequent flyers reflects a responsible and modern approach to crisis management,” aviation analyst Kapil Kaul noted.
Airline’s Safety Record Under the Spotlight
Despite the incident, Air India’s overall safety record remains within acceptable global aviation standards. The airline has been undergoing audits from external safety consultants, and its Boeing 787 fleet. In particular, has consistently received green signals on airworthiness.
“This tragic event does not reflect systemic negligence,” said an aviation safety expert familiar with DGCA assessments. “Air India has followed regulatory norms. It now becomes a matter of what exactly failed and why.”
For updates on the investigation and safety enhancements, visit Air India’s official newsroom.
To understand the role of DGCA in aviation safety, check DGCA India.
Air India has urged all passengers to continue reporting concerns via their customer care portal. Maharaja Club members can expect further briefings as the investigation progresses. The airline also encourages passengers to explore its safety commitment page for more information.
Air India’s proactive outreach and firm stand on safety set a precedent in Indian aviation, where public trust can be fragile but is also restorable through clear communication and accountability.