Air India has struggled to regain pre-crash passenger numbers since a fatal incident on June 12, 2025, which resulted in the deaths of 260 people. A report from data analytics firm Cirium indicates a dramatic drop in customer traffic on the India to UK route in the months following the crash.
Prior to the crash, Air India experienced year-on-year customer traffic growth on the route in the first five months of 2025. However, the data shows a decline from August to December 2025, with the most significant decrease observed between August and October. In August 2024, the airline carried 96,576 passengers on the India-UK route, which fell to 85,024 in August 2025, a nearly 13 percent decrease. September 2025 saw a 19 percent drop compared to the previous year, with 81,291 passengers compared to 100,559 in September 2024. October also recorded a 14 percent decrease.
This reduction in passenger numbers outpaced Air India's own adjustments to capacity. The airline reduced its number of available seats on the route by 4 percent year-on-year in August and September 2025. While November and December 2025 showed smaller year-on-year declines of 0.7 percent and 7 percent respectively, these occurred even as other carriers on the same route saw notable growth. Industry analysts suggest that the busy Christmas period and operational issues faced by a competitor, IndiGo, may have contributed to these figures.
The struggle to return to pre-crash levels has continued into 2026. Passenger numbers for the first five months of 2026 remained lower year-on-year, with April and May experiencing particularly steep declines. In April 2026, Air India transported 77,822 passengers on the India-UK route, a 27 percent decrease from April 2025, despite a 10 percent reduction in seat capacity. May 2026 saw a 25 percent fall in passenger numbers, with an 11 percent reduction in seat capacity.
Rajiv Mehra, general secretary of the Federation of Associations in Indian Tourism and Hospitality, stated that factors beyond the crash itself, such as the Iran-US war and the closure of Pakistani airspace, are also contributing to the current decline.
An Air India spokesman told The Independent that the airline is experiencing encouraging customer response on its UK services due to its ongoing transformation program, which is delivering improvements in customer experience. "This progress has been achieved despite a challenging operating environment marked by prolonged Pakistan airspace restrictions, evolving competitive dynamics, and periodic geopolitical disruptions affecting international aviation markets," the spokesman said. The airline also highlighted fleet upgrades, including improved cabins, seats, and dining, implemented over several years. The spokesman further noted an improvement in the Net Promoter Score (NPS) for Air India's UK operations, rising from -46 in FY24 to +2 in FY26 and +13 in FY27 year-to-date. Specifically, NPS on London routes has improved by 66 points, from -45 in FY24 to +21 in FY27 year-to-date, which the airline attributes to product, service, and digital enhancements. Air India maintains its focus on delivering a consistently better customer experience and strengthening its market position in the UK.