Former Executive Director Says Airline Needs to Take Action to ‘Redeem Image’


Edited By: Oindrila Mukherjee

Last Updated: January 06, 2023, 23:12 IST

The DGCA slammed Air India, saying its conduct was unprofessional in connection with the urinating incident on a New York-Delhi flight on November 26, 2022. (Image: Reuters/File)

The DGCA slammed Air India, saying its conduct was unprofessional in reference to the urinating incident on a New York-Delhi flight on November 26, 2022. (Image: Reuters/File)

Jitendra Bhargava stated the dealing with of the urinating incident by Air India raised quite a few questions and the airline allowed a shoddy incident to snowball

Air India has come beneath heavy criticism in the previous couple of weeks for the style during which it dealt with an incident on one in all its worldwide flights, during which a 70-year-old lady complained that her male co-passenger had urinated on her in an inebriated situation. The former director of the airline, Jitendra Bhargava, additionally weighed in and stated Air India had allowed a shoddy incident to snowball, and the way it had dealt with the scenario thereafter had raised quite a few questions.

Bhargava, writer of The Descent of Air India, stated the airline wanted to be seen taking acceptable motion to redeem its public picture. The Directorate General of Civil Aviation had slammed the Tata Group airline, saying its conduct was “unprofessional” and led to the “systematic failure” on the New York-Delhi flight incident on November 26, 2022, which it didn’t report to the aviation security regulator.

In an article on Moneycontrol, Bhargava stated the incident had shocked every body due to its “deplorable nature” and the “alleged inaction of Air India”. Moreover, he stated, it had taken place within the enterprise class and anxious a lady, and a senior citizen at that.

“Even though the incident took place on November 26, 2022, and the aggrieved lady passenger had complained to chairman N Chandrasekhar the very next day, the action of filing a first information report (FIR) and constituting an internal committee was initiated only last week. Air India’s CEO & MD Campbell Wilson in a letter to employees on Thursday has said: ‘This week has, regrettably, been dominated by media headlines of which you are no doubt familiar. The repulsion felt by the affected passenger is totally understandable and we share her distress’,” he wrote.

The DGCA has stated it’ll mull motion after it acquired a report from Air India, however the Delhi Police summoned airline employees in reference to the incident. The accused Shankar Mishra, who was working with the US multinational agency Wells Fargo at a senior place in India, has been sacked from the job, the corporate stated on Friday. A four-member Delhi Police crew is now looking for him in Mumbai and Bengaluru.

Bhargava wrote: “I, as a former head of the inflight services department of Air India and, thus, aware of the reporting system on all untoward incidents, felt that there was a need to hear the other side too while wholeheartedly concurring with others that the act of urinating by a male passenger on a lady passenger was both condemnable and unpardonable.”

He stated he reached out to the crew, which dismissed expenses of being insensitive or failing to assist. He needed to perceive what had transpired on the flight after the incident.

“The management would do well to conduct a detailed probe to identify not only the weaknesses in their response in this particular incident but to refine the training curriculum suitably,” he stated.

On why the airline failed to alert safety and let Mishra stroll on arrival, the writer stated the crew stated an “understanding” had been reached between the person and the girl. And that is the place all of it turns into advanced.

The accused has claimed that he monetarily compensated the girl, however the lady stated she had returned the cash. Now, that is the purpose the place the crew may need misunderstood the scenario however the incident was talked about intimately within the necessary flight report submitted to authorities on arrival. From a authorized perspective, Bhargava stated, it may be questioned if a mutual settlement between two concerned events can absolve the airline from its set duties.

But, he identified, delay in motion and even inaction for 4 weeks after the incident was “difficult to fathom” regardless of the criticism being directed from the chairperson’s workplace. “The reasons for delay may not find many takers in the vitiated environment where the complainant can do no wrong and the airline can do nothing right. A senior airline functionary on conditions of anonymity said: we had been in touch with the aggrieved passenger and her representatives and it is grossly incorrect to allege that the airline has not reached her. The demand for compensation had been gradually increasing and a time had come when the negotiating management team said no more can be acceded and the action of filing an FIR was initiated. This explains the delay,” he wrote, including that the earlier that this ugly incident was put to relaxation, the higher for Air India.

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