A PSYCHOLOGY degree may seem an unusual qualification for a career in aviation, but Kavita Malkani, Air India's manager in China, says her background helped her career soar.

Shanghai-based Malkani, whose airline is celebrating 10 years in the Chinese market, believes her academic studies assist her in knowing what customers want.

Born and raised in Bombay, Malkani was a psychology major at Jai Hind College, Mumbai University. After a short period working for a trading company, she joined Air India as a secretary in 1978, aged 21.

"My major had nothing to do with aviation, but I believe it helped me to understand human minds a little better, and therefore, understand our customers a little better," she said.

"And working as a secretary helped me learn things from the people I worked for, which was very helpful when I moved into management."

Now 56 and approaching retirement, Malkani met with Shanghai Daily to talk about her 35 years in the industry, including her past two years in the city.

Back in the late 1970s, it was the prospect of travel that attracted Malkani to the airline industry.

She says when she was young she loved to travel a lot and was excited about her Air India job because she would have an opportunity to travel and see the world.

Malkani says she has had an exciting career because she loves to witness changes. New routes, new carriers and new clients have given her a constant sense of freshness, which she enjoys.

"I witnessed a glorious period for the airline and experienced much with it," she said. "It is a very exciting industry."

As a government-owned company, Air India has an extensive domestic network in India, with Malkani describing it as a gateway to the country.

Entering the Chinese market in 2003, Air India now has four flights a week from Shanghai to New Delhi and Bombay.

Malkani said the company's goal in China is to expand the market, maybe to Beijing, although there are no immediate plans.

Changes could be afoot in Shanghai.

"We might increase the flights to a daily basis in Shanghai in the future," Malkani said.

"And in August or September we will also change aircraft for the services in China, from Boeing 777s to Boeing 787s, the latest model."

Malkani came to Shanghai in February 2011 as country manager for China.

Although it was the first time she had worked abroad and she spoke little "survival" Chinese, Malkani says life in Shanghai has not proven too difficult.

For example, she found that technology can help her communicate with her domestic helper.

"I have translator on my phone, and I can copy and paste messengers to my ayi," she said.

"The biggest barrier of coming to China is the language, but once you learn to overcome that, then you have no barriers."

Malkani has been impressed with the efficiency of Chinese workers, praising staff at her company, her ayi, taxi drivers and construction teams.

She admits that in recent years, following a 2007 merger with Indian Airlines, Air India has faced financial problems.

However, Malkani insists that it is emerging from this troubled period.

"Basically, we have cut costs, including cutting flights, so that each flight meets the operating cost," she said. "But we are a government-owned company so have the government assisting us, which was very good.

"I think the worst time has passed and hopefully things will get better from now on," she added.

However, Malkani admits that the company still faces challenges, including competition from Chinese airlines and industrial unrest in Air India, but says it is meeting these.

She said China Eastern Airlines is Air India's main competitor, having increased its number of India-bound flights last year.

Meanwhile last year, strike action at Air India disrupted flights for five months.

"We had passengers who had booked flights, so we had to take care of them. Personally, that was the most difficult time during my career," Malkani said.

"And after that, China Eastern increased flights to a daily basis, which definitely affected us."

But Malkani says Air India's strong domestic network, offering connections throughout India, is the biggest advantage for the company.

Whatever the stresses of the airline industry, Malkani says she feels right at home in Shanghai.

Malkani's husband and daughter - a student at East China Normal University - live with her here. And while her son is still in India, he often comes to visit.

"I think Shanghai is very similar to Bombay to some extent," she said.

"New Delhi is the political capital like Beijng, while Bombay is the commercial center like Shanghai. Shanghai is big with various opportunities, but not as intense as a capital."

She also says in Shanghai Eastern and Western cultures combine to create a fascinating atmosphere.

"You can find a Western lifestyle in an Eastern city, which is amazing," she said.

Malkani says following retirement she will look for something else to do in Shanghai.

"Ultimately, I will go back to India, but I would like to stay in Shanghai for a couple of years more," she said.

Blowin' in the wind

Q: What is your favorite holiday destination?

I love Europe. I love the countryside, and Europe is beautiful. I also love some of the beach resorts.

Q: What is your favorite form of travel?

It depends. For short distances, I prefer driving myself; when it comes to long-distance travel, I think taking a cruise is beautiful.

Q: What service should airlines offer?

The number one rule is "value for money." Customers should get what they pay for. It's also important that customers can come to you with whatever problems they have, and there is someone paying attention to their problems.

Q: What is your motto for life?

Do your best in your job. Work is worship, but family is first.

Q: What is your favorite travel destination in China?

I haven't travelled in China as much as I'd like to. I've been to Beijing, Hangzhou and Shaanxi, but I should say Haikou in Hainan Province is my favorite. It's beautiful.