In a worrying trend for India’s national carrier, a recent survey by LocalCircles found that nearly 4 out of 5 Air India passengers encountered aircraft quality and maintenance issues in the last 12 months. The findings represent a sharp rise in dissatisfaction—up from 55 percent in 2024 to 79 percent in 2025. The issue became more pronounced following the tragic crash of Air India flight AI171 in Ahmedabad, which claimed 275 lives.

The Boeing 787 Dreamliner involved in the crash has now come under increased scrutiny. Experts and regulators alike are focusing on potential lapses in safety checks and long-standing maintenance shortcomings.

Passenger Trust in Decline

Besides maintenance woes, the survey captured growing unease among fliers. Some have delayed or cancelled travel plans, not just out of fear, but also due to frequent flight disruptions caused by the airline’s heightened technical caution post-crash. The survey, conducted among 15,000 respondents across 307 districts, included a mix of urban and rural fliers, 63% of whom were men and 37% women.

While there has been minor progress in areas like punctuality and staff behavior, the broader trend points to increased passenger dissatisfaction across multiple service dimensions.

Regulatory Pressure Intensifies

In response to growing concerns, the Directorate General of Civil Aviation (DGCA) has initiated an investigation into the crash, particularly focusing on Air India’s maintenance protocols. However, the regulator has stopped short of addressing broader passenger grievances.

Amidst this scrutiny, three senior Air India executives responsible for crew rostering were suspended on June 22. The DGCA has also warned that repeat violations could jeopardize the airline’s operating licence. Calls are now growing for a joint oversight panel including the DGCA and the Central Consumer Protection Authority to ensure better safety and accountability for fliers.