Pee case: Air India CEO conveys regret, says could have handled unruly pax incidents better | India News

MUMBAI: Indian Airlines CEO Campbell Wilson on Saturday admitted that Airlines could have better handled the recent cases of unruly passengers on both their flights, both in the air and on the ground.
On November 26, on a NewYork-Delhi flight, an intoxicated male passenger allegedly urinated on a female passenger, a business class passenger in her 70s. Despite her objections , the Air India crew made her sit across from the unruly passenger so that he apologized. She wanted the crew to file a lawsuit against the passenger but it was alleged that after repeated pleas from the unruly passenger, she gave in. Shankar Mishra, walk away for free after the flight lands. In a second incident on December 6 on a Paris-Delhi flight, a drunk male passenger urinated on an empty female passenger’s seat. He was also released and no case was filed.
The Chief Executive Officer and Chief Executive Officer said: “Air India is deeply concerned about the in-flight incidents suffered by passengers as a result of the reprehensible behavior of their fellow passengers on board. We are sorry and saddened by these experiences.”

He said the airline was committed to taking action. He said: “In the event of an incident on board AI102 operating between New York and Delhi on November 26, 2022, four crew members and one pilot were notified of the cause and unlisted. pending investigation. “Internal investigations into whether there were errors by other employees are ongoing in aspects including in-flight alcoholic service, troubleshooting, in-flight complaint registration. and handling complaints or not,” he said. The airline said it has initiated steps to strengthen and significantly improve how it handles such incidents in the future. Among them are: initiating a comprehensive education program to raise cabin crew awareness and compliance with unruly passenger and incident handling policies, and better equip cabin crew to empathize with those affected. Review the airline’s policy on serving alcohol in flight, review the frequency of meetings of the “Internal Committee” regulated by the DGCA, which is responsible for assessing incidents, so that cases are assessed. prices and make more timely decisions.
“To improve the robustness of legacy incident reporting processes, which are now paper-based and manual, Air India signed a Letter of Intent in December 2022 to obtain a license for the software vendor. market leading incident manager, Coruson,” he said. “In addition to this state-of-the-art software, the airline is also in the process of rolling out iPads for Senior Pilots and Crew. When used together, cabin crew will be able to import cruise and incident reports. incident electronically, which will then be promptly and automatically communicated to stakeholders including, upon request, the Regulatory Authority,” he added.

He added that the airline, upon receiving the complaint on November 27, confirmed receipt and began correspondence with the affected passenger’s family on November 30. failed to initiate ticket refunds on December 2, with victims’ families already receiving funds on December 16; initiated an “Internal Committee” regulated by the DGCA, tasked with assessing incidents and included a retired judge, a representative from a passenger association and a representative of another Indian commercial airline, on 10 December. The record was turned over to the Commission on 10 December. December 20 and a temporary 30-day travel ban applied on the same day,” he said.
The airline said it convened four meetings between senior Airline staff, the victim and her family on December 20, December 21, December 26 and May 30. December 2022 to discuss the actions being taken and their progress. He said: “When the victim’s family requested Air India to file a police report during a meeting on December 26, they did so on December 28, 2022.

Air India has issued a number of statements over the past few days, but none of them list these actions. In fact, Delhi airport police said the airline made the complaint on December 28, but did not give any details. It was only on January 4 that the airline filed a FIR.


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