Rajesh Dogra Paints a Bold Picture for Air India’s Next Five Years

When you sit down with someone who literally shapes how millions of passengers feel about a airline, you get a glimpse of the future that’s both exciting and a little daunting. Rajesh Dogra, Air India’s Chief Customer Experience Officer, recently did just that on the CXO Connect platform, chatting with host Prasad Sanyal about where the carrier is headed.

Dogra’s central mantra is simple yet ambitious: build a world‑class airline, but never lose the Indian heart that defines it. He stresses that the airline must match global standards in service, technology, and reliability, yet remain rooted in the cultural nuances that Indian travellers expect. “We can’t be a copy of a foreign carrier; we have to be the best version of ourselves,” he says, a line that echoes throughout the conversation.

Looking ahead five years, Dogra envisions a fleet that’s not only modern but also environmentally friendly – think newer, fuel‑efficient aircraft that cut down emissions. He also talks about digital transformation, from AI‑driven booking interfaces to real‑time baggage tracking, all designed to make the journey smoother for the average passenger.

Customer experience, of course, remains the north star. Dogra points to plans for revamping in‑flight catering with regional flavours, training staff to deliver hospitality that feels familiar yet premium, and expanding loyalty programmes that reward frequent flyers in ways that matter to them.

On the operational side, the vision includes strengthening route networks, especially to underserved Tier‑2 and Tier‑3 cities, thereby stitching together a more inclusive air travel map across India. “It’s about connecting more people, more places, and doing it responsibly,” he adds.

In the end, Dogra’s message is clear: Air India can soar to new heights, but it must do so while staying true to the Indian spirit that has been its backbone for decades. The roadmap is ambitious, yes, but it’s also grounded in a deep understanding of what Indian travellers truly value.