Meet the CEO trying to turn around Air India, the 92-year-old airline with a pile of problems

• Campbell Wilson has been CEO of Air India since it was privatized in 2022.
• He's leading a turnaround that involves hundreds of new jets plus refurbishing old cabins.
• Wilson told BI about his frustrations with the airline's supply chain, and his leadership style.

Campbell Wilson has a tough job — he compares his efforts turning around Air India to "drinking from a firehose."

The New Zealander was appointed CEO in June 2022 after the state-owned flag carrier was privatized in a deal with India's Tata Group conglomerate.

"It was sort of like walking down a beach with 10,000 stones, and under each one of those stones, you knew that there was a creepy crawly," Wilson told Business Insider in an interview at a Taj Hotel in London, also owned by the Tata Group.

"But progressively, you work through it, and you pick up all the stones, and you address everything that's sitting underneath," he added. "And I think now, for the most part, the beach is clean. It's just we have to erect the edifice on top."

At 2023's Paris Airshow, the new Air India set out its ambitions when it signed deals for 470 aircraft worth $70 billion at list prices.

To speed things up, the airline agreed to take six Airbus A350 jets originally destined for the Russian carrier Aeroflot. They're a much more modern upgrade from the aged jets that make up most of Air India's fleet.

For passengers, it's the most tangible evidence of the turnaround, operating on flights to New York and London.

There are another 44 Airbus A350 jets on the way — 10 of which were ordered on Monday. As well as hundreds of narrow-body jets, Air India has ordered 20 Boeing 787 Dreamliners and 10 Boeing 777X jets.

The 777X has been much anticipated throughout the industry but has faced several delays in certification. First deliveries are expected in 2026, six years later than initially scheduled.

"I have full confidence in Boeing to go through whatever's necessary to get these aircraft in the air," Wilson told BI.

"There are other airlines ahead of us who are equally impatient with the delivery," he added. "We just need to let them run through that process with the [Federal Aviation Administration]."

Wilson is more concerned about delays in the supply chain, given plans to retrofit old cabins. "It's the No. 1 frustration I have, to be quite honest," he said.

Two-thirds of its widebody planes haven't been updated since deliveries dating back to 2007. For all the work on behind-the-scenes operations, Wilson says the seats are "the most visible manifestation of the old Air India."

Passengers have seen problems including missing charging outlets, malfunctioning TVs, and broken tray tables.

"The gap between modern and what we offer is big, and so the urgency for us to refit these aircraft is probably greater than any other airline."

"Until we upgrade the aircraft, then people won't believe that the transformation has happened," he added. "And so it's frustrating, but we're working through it."

New Zealand to New York

Wilson didn't find himself running an airline out of a passion for aviation but was instead first driven by opportunities to see the world.

After a season playing field hockey in England, he traveled to New York, where he stayed at a teammate's brother's high-rise apartment.

"I'm sleeping on this guy's couch, looking between my feet at the Empire State Building," Wilson recounted.

He learned the apartment was a perk of his host's job, having been posted to New York. So back home in New Zealand, Wilson was excited when he spotted an ad for Singapore Airlines' management trainee scheme — with the offer to relocate to any of the destinations to which it flew.

"I had to make a sufficient nuisance of myself and knuckle down, work hard, make an impression," he said. "I got sent to Auckland, Sydney, and a few other places."

After working his way up the ranks of Singapore Airlines, Wilson was in 2011 tapped to become the founding CEO of Scoot — its subsidiary budget airline.

Over a decade later, Singapore Airlines took a minority stake in the Air India deal, and Wilson was chosen to lead the turnaround.

Contextual leadership

Wilson said a turnaround requires you to "get a lot of balls up in the air being juggled at once."

"You don't have the luxury of time to do things sequentially, and so you have to do everything in parallel," he added.

He said this can lead to heavy workloads, uncertainties, and people being stretched. "But you've only got a certain window before people really want to see the outcome."

Wilson described his leadership style as contextual. "Certainly, in the early part of the transformation, it was very hands-on," he said.

But after more progress was made, he said, people would come to him with ideas of what they wanted to do and how they could achieve them.

"Without being glib, I think the higher you go in the organization, more and more of your job is about people," Wilson told BI. He referred to the importance of aligning people behind a common objective and ensuring they have the necessary resources.

Wilson said his favorite part of being a CEO is interacting with people. Before he was in his 40s, he said, he was more interested in his own success and progress.

"And then you get to the mid-to-late 40s, and actually you take just as much pleasure — and eventually more pleasure — from seeing other people develop," he added.

The Air India boss said he was pleased with the turnaround so far, but there's still more to come.

What is he most excited about in 2025? "Getting these damn seats installed on the aircraft."