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Customer obsession V/s Employee integrity: The Indigo airlines case


The Indigo airlines’ on-air fight is catching a lot of buzz! This brings up the downgraded customer mindset of squeezing and getting everything out of someone, for taking out a few pieces of paper with Gandhi’s image on it! What an Irony!!!

On an international flight flying from Istanbul to Delhi on December 16th, a heated argument occurred between a flight attendant and a passenger over the choice of food. She remarks that she’s an employee to the allies not a servant to the passenger, as she stood by the side of her fellow crew member who was crying because of the ill-treatment of the passenger.

While she maintains the integrity of the communication as she can be seen saying,” I am sorry but you cannot talk to the crew like that. I am peacefully listening to you with all due respect but you have to respect the crew as well,”.

Every year, thousands of incidences of misbehavior with airline employees occur in the Indian aviation industry. On Twitter, Jet Airways CEO Sanjiv Kapoor expressed his support for IndiGo’s air hostess via Twitter saying: “Crews are human too. It must have taken a lot to get her to breaking point. Over the years I have seen crew slapped and abused on board flights, called “servant” and worse. Hope she is fine despite the pressure she must be under”.

According to the revised Aircraft Rules, 1937, which are part of Indian aviation law, it is possible to classify a passenger as rowdy if they disregard airport or onboard conduct regulations or crew member instructions. It also covers, among other things, smoking inside an aircraft, using any threatening or abusive words toward a member of the crew or other passengers, and acting in a physically threatening, abusive, or disruptive manner toward a member of the crew or other passengers.


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