Air India vows action on errant cabin crew

New Delhi: Amid periodic complaints about rude behaviour by Air India’s cabin crew, the airline management has promised strict action against errant crew members if it is found after a probe that they are guilty of misbehaving with passengers. With the civil aviation ministry announcing a series of penalties on Friday against passengers for unruly behaviour, the ministry is concerned that airline staff not misuse these to cover up rude behaviour by the cabin crew or other airline staff either on board or at airport terminals.

“If any complaint of misbehaviour by cabin crew or other employees towards passengers is received, we immediately order a probe. The entire genesis of the incident is studied. If it is found the cabin crew are guilty, firm action will be taken,” Air India CMD Ashwani Lohani told this newspaper Saturday. In fact, the civil aviation ministry, which keeping close watch on Air India’s performance, is worried that genuine complaints by passengers may be unfairly termed as unruly behaviour.

Air India sources said in case of errant behaviour by the cabin crew, action against them could include warnings, removal from flying duties or suspension and dismissal in extreme cases.

Exactly a year ago, the Air India CMD had personally issued orders to airline employees suggesting periodic “counselling to interact with passengers politely”, and added that their “attitude should be positive, with a problem-solving approach”. The Air India chief had also told the cabin crew that a “smile on the face and conversing sweetly and politely without an iota of irritation” towards passengers was necessary.

Going by regular complaints passengers have about the rude behaviour of Air India cabin crew, it seems some of them have ignored their CMD’s directives.

In May last year, Mr Lohani had written a letter to his employees, saying: “As part of our turnaround efforts, it is of utmost importance that our passengers have a good experience... A smile on the face and conversing  sweetly and politely without an iota of irritation will be a good thing. In case of delays with passengers on board, both cockpit and cabin crew should keep the passengers in the loop by providing them information about the reasons for delay at timely intervals.”

He had added the commercial  staff should remain at the gate till pushback and before the aircraft docks. In case of  progressive delays, they should also proactively communicate with passengers, and keep them informed. In case of delays of over 30 minutes, the airport manager as well as station  manager should immediately reach the site and attend to passengers. There should be adequate communication to the passengers and their boarding/lodging needs should be taken care of without any delay. The check-in agents should be aware of all rules.  They should also be periodically counselled to interact with passengers politely. Their attitude should be positive, with a problem-solving approach,” the CMD had said.

“In fact, all staff of Air India or its ground handling agencies should be regularly counselled to be courteous and polite. Passengers should be helped and accompanied if they are required to go to other  counters for making payments... All galley equipment should be in working order. Curtains, carpets and seat covers should also be maintained immaculately clean. The quality of food has to be good. Special checks need to be kept on supplies. The role of the station manager and airport manager is of vital importance. They have to be proactive and positive, with a problem-solving  approach. They should be available on their cell (phone) on a 24/7 basis,” he had added.