Lawrence Dsouza has been appointed as the Head of Service Standards, Delivery & Quality at Air India Limited, bringing with him over 25 years of rich experience across aviation, banking, and retail industries. Known for his deep expertise in customer experience management, training, and service excellence, Lawrence’s appointment underscores Air India’s commitment to strengthening its service culture and driving global standards in customer engagement.
Prior to joining Air India, Lawrence served as General Manager – Inflight Services (Operations & Quality) at Akasa Air, where he successfully established operational benchmarks and elevated customer service standards. His tenure at YES Bank, where he rose to the role of Group Executive Vice President – Customer Experience, further highlights his versatility, as he spearheaded customer satisfaction (NPS/CSAT), complaint management, and technology-driven service initiatives in the financial sector.
Earlier in his career, Lawrence played a pivotal role at Vistara – TATA SIA Airlines, where he was instrumental in setting up and managing inflight operations, service excellence, and customer engagement. His leadership helped create a service culture aligned with global aviation standards. He also held senior positions at NeoGrowth Credit Pvt. Ltd., Globus, and Kingfisher Airlines, in addition to his formative years at Jet Airways and Taj Hotels, where he began his journey in customer service and hospitality.
A certified ISO Auditor and DISC Administrator, Lawrence has built a distinguished career at the intersection of service quality, customer engagement, and leadership training. His appointment at Air India is expected to further strengthen the airline’s transformation journey, ensuring delivery of consistent, world-class service standards that resonate with passengers worldwide.