Virgin Atlantic operates direct flights between London Heathrow and major Indian cities, including New Delhi and Mumbai. The airline caters to business and leisure travellers seeking excellence and efficiency.
Virgin Atlantic is deepening its footprint in India with a strong focus on service quality, cultural alignment, strategic global partnerships, and a bold sustainability vision. In this interview, Shivani Singh Deo, Country Manager – India, discusses the airline’s commitment to exceptional customer experience, its expanding international network, and how technology and alliances are shaping the future of Virgin Atlantic’s growth in India and beyond.
Deo has more than 17 years of experience, including over a decade in aviation and with the airline. Since joining Virgin Atlantic India in 2015, she has led essential functions such as sales, contact centre, marketing and communications.
Q. Let’s start with your perspective: How is Virgin Atlantic performing in terms of services?
A. Virgin Atlantic consistently aims to deliver outstanding service at all customer touchpoints. As an airline, we are dedicated to providing a premium, tailored experience for our customers throughout their journey. This supports our vision to become the most loved travel company and reflects our ongoing commitment. Our service has earned accolades such as Best Long-Haul Airline at the Globe Travel Awards and APEX Best Overall Airline in Europe for five consecutive years. Our customers consistently praise our attentive crew, high-quality service, and keen attention to detail.
Our ‘Flying Club’ loyalty programme offers flexible reward options, with unlimited flight availability for Virgin Points, enhanced point-earning opportunities, and the introduction of Saver reward seats for affordable redemption. Through our SkyTeam alliance, Upper Class and Gold Card members enjoy exclusive Clubhouse access and other benefits, including SkyPriority services. As a founding partner of the SkyTeam joint venture with Delta Air Lines and Air France-KLM, we provide extensive global connectivity and more ways to earn and redeem points.
Q. Turning to Indian travellers, what facilities are you offering to them?
A. To enhance the comfort of Indian customers, we ensure that crew members fluent in Indian languages staff all flights from India. Our updated hiring policy guarantees an average of three Indian crew per India-bound flight, fluent in Hindi and local languages. Additionally, our UK-based crew has received cultural training to better serve Indian passengers.
At 35,000 feet, our menu brings India’s vibrant flavours to life, offering passengers a taste of India’s rich culinary heritage through a delightful blend of Indian and British cuisine. Beyond our menu, customers enjoy a curated selection of Indian movies, TV series, and Bollywood albums through our in-flight entertainment.
Q. Next, could you share your thoughts on international growth?
A. We pursue strategic international growth, expanding our network in priority markets. We continuously assess opportunities for new routes and increased frequencies to match customer demand and connect more travellers with preferred destinations. We recently expanded in the East and announced new daily flights to Incheon International Airport, Seoul, scheduled to launch on March 29, 2026.
Q. How do you view the importance of your airline partners and alliances?
A. At Virgin Atlantic, we value robust airline partnerships and alliances to provide customers with broader connectivity and more options. Through collaboration, we create seamless and rewarding journeys. Our codeshare agreement with IndiGo connects travellers to numerous Indian cities, including Goa, Amritsar, Ahmedabad, and Hyderabad, making travel easier for business and leisure customers. This partnership enriches experiences and unlocks new opportunities for frequent flyers.
With a single ticket, customers can move seamlessly across the Virgin Atlantic and IndiGo networks. Since launching in September 2022 with eight routes, the partnership covers 36 Indian destinations. Our codeshare with WestJet further strengthens connections between Canada, the UK, and India. This collaboration provides more flight choices, improved baggage handling, and a smoother journey. These alliances underscore our commitment to seamless, rewarding travel.
Additionally, in June of this year, we announced plans to build an industry-leading partnership connecting India with Europe and North America, with ambitions to scale globally. India, one of the world’s fastest-growing aviation markets, is at the heart of this collaboration.
By linking IndiGo’s extensive domestic network with Delta’s strength in North America and the transatlantic, the extensive reach of Air France-KLM in Europe and North America, and the U.K. and transatlantic presence of Virgin Atlantic, the partnership is poised to offer travellers broader access, smoother journeys, and a more consistent experience across continents. Linking dozens of cities in the United States, Canada, Europe, and India, the airlines aim to meet rising demand for international travel while setting new standards for connectivity and cooperation in global aviation.
Q. Moving on to technology, how has it contributed to your customer service improvements?
A. We use technology to elevate customer service at every interaction. Customers experience streamlined booking, customised entertainment, and real-time flight updates via our app. Our advanced data analytics help us understand preferences and tailor services.
We have extended our long-term partnership with Tata Consultancy Services. TCS will upgrade Virgin Atlantic’s technology by deploying a cloud-first, AI-driven digital core to boost business agility, strengthen system reliability, and scale operations efficiently.
These technological enhancements, paired with our crew’s genuine warmth, ensure the exceptional service that our customers value. With 25 years of flying to India, we embrace hospitality and strive to make every customer feel at home. Our operations teams work diligently to provide a seamless, uniquely Virgin journey at every turn.
Q. In the current climate, can airlines afford to pursue sustainability, and how do you personally view green initiatives as a business leader or an environmentalist?
A. We believe sustainability and profitability align. Our approach merges technological innovation with environmental commitment, creating modern, efficient, sustainable travel. Over the last decade, we have invested billions in renewing our fleet with Boeing 787s, Airbus A350s, and A330neos. As a result, we fly one of the youngest and cleanest fleets, significantly reducing our carbon footprint. We are actively pursuing sustainable aviation fuels (SAFs). In 2023, we operated the first commercial transatlantic flight powered solely by 100% SAF from London Heathrow to New York JFK, proving SAF’s viability as a fossil fuel alternative.
While we emphasise environmental responsibility, we also focus on improving our customers’ journeys. Our in-flight Wi-Fi and personalised entertainment show our dedication to combining sustainability and customer satisfaction. By investing in innovation and partnerships, we build a future where flying is both enjoyable and responsible. Sustainability remains a core business strategy for us.
Q. Finally, what do you believe is the top challenge for the aviation industry today?
A. A primary challenge for aviation is managing financial volatility while maintaining dependable service. Rising fuel prices, fluctuating currency rates, and geopolitical risk pressure margins. Simultaneously, airlines invest heavily in sustainability, technology, and customer value. Balancing these financial strains while keeping fares attractive is one of the sector’s toughest feats.