Pee-Gate : Air India CEO apologizes for in-flight liquor policy review
New Delhi:
Campbell Wilson, chief executive of Air India, which is owned by the Tata Group, apologized Saturday for a flyer that urinated on a passenger on a flight from New York in November, accusing four flight attendants and one. of pilots have been removed from duty, and airlines are reviewing their policies of serving alcohol on board.
Given the backlash over the handling of the incident, Wilson said in a statement that the airline could have handled the matter better, citing a robust reporting system for unruly behavior and the handling of such incidents. We promised a reporting system.
“Air India is deeply concerned about the incidents on board where our passengers have suffered because of the reprehensible behavior of their passengers on board. We regret these experiences and are deeply saddened. '' he said.
"Air India recognizes that these issues could have been handled better both on board and on the ground and is committed to taking action." “In the case of the incident on AI-102, which was operating between New York and Delhi on November 26, 2022, four flight attendants and a pilot were tagged for investigation and pending investigations were cancelled. It was done.” Negligence by other employees has yet to be concluded.
Airlines are investigating aspects such as alcohol serving on board, incident handling, onboard complaint registration and complaint handling.
As a responsible airline brand, Air India has launched a comprehensive training program to increase awareness and adherence to its policy on crew incidents and unruly passenger handling, as well as how to respond to such incidents in the future. significantly enhances and improves the
He said the airline is reviewing its "in-flight alcohol service policy," but didn't give details.
In addition, he will review the frequency of DGCA-mandated “internal committee” meetings to ensure that cases can be evaluated and decisions made in a more timely manner. “To improve the robustness of its traditional incident reporting process, which is currently paper-based and manual, Air India will enter into a memorandum of understanding to license Coruson, a market-leading incident management software provider, in December 2022. I signed," he said.
“In addition to this cutting-edge software, airlines are also in the process of providing iPads to pilots and senior flight attendants. be promptly and automatically forwarded to relevant parties, including regulatory authorities;
“In order to improve the robustness of the traditional incident reporting process, which is currently paper-based and manual, Air India announced in December 2022 that it will become a market-leading incident management software provider, Coruson Inc. We have signed a memorandum of understanding to license it to," he said.
“In addition to this cutting-edge software, the airline is also in the process of providing iPads to its pilots and senior flight attendants. Used together, crew members can electronically enter voyage and accident reports, which are quickly and automatically forwarded to relevant parties, including regulatory authorities, if required.
The DGCA notices came after the airline told the regulator that its staff had not complained about the Mumbai businessman who allegedly urinated on a female passenger on a New York-Delhi flight AI 102 flight of November 26, 2022 to law enforcement, as the aggrieved lady had "rescinded" an initial request for action after the two "appeared" to have sorted out the issue.
It stated that the offender was banned from flying on Air India for 30 days, pending a report of its Internal Committee.
While the Palam Police Station in Delhi has registered a case, the aggrieved passenger has been refunded the flight fare.
On Saturday, the CEO said upon receipt of the complaint on November 27, Air India "acknowledged receipt and commenced engaging in correspondence with the affected passenger's family on November 30; commenced a refund of the ticket on December 2, with receipt of funds acknowledged by the victim's family on December 16; and initiated the DGCA-prescribed 'Internal Committee', tasked with assessing incidents and which comprises a retired judge, a representative from a passengers' association, and a representative from another Indian commercial airline, on December 10." The file was passed to the Committee on December 20 and a 30-day interim travel ban imposed on the same date.
Also, Air India convened four meetings between senior Airline staff, the victim and her family on December 20, 21, 26 and 30 to discuss actions being taken and the progress thereof. "When the victim's family asked Air India to file a police report at a meeting on December 26, they did so on December 28, 2022," he said. .
"Air India and its staff will continue to cooperate fully with affected passengers, regulators and law enforcement agencies in investigating these incidents in accordance with all laws and regulations."The DGCA notices came after the airline told the regulator that its staff had not complained about the Mumbai businessman who allegedly urinated on a female passenger on a New York-Delhi flight AI 102 flight of November 26, 2022 to law enforcement, as the aggrieved lady had "rescinded" an initial request for action after the two "appeared" to have sorted out the issue.
It stated that the offender was banned from flying on Air India for 30 days, pending a report of its Internal Committee.
While the Palam Police Station in Delhi has registered a case, the aggrieved passenger has been refunded the flight fare.
On Saturday, the CEO said upon receipt of the complaint on November 27, Air India "acknowledged receipt and commenced engaging in correspondence with the affected passenger's family on November 30; commenced a refund of the ticket on December 2, with receipt of funds acknowledged by the victim's family on December 16; and initiated the DGCA-prescribed 'Internal Committee', tasked with assessing incidents and which comprises a retired judge, a representative from a passengers' association, and a representative from another Indian commercial airline, on December 10." The file was passed to the Committee on December 20 and a 30-day interim travel ban imposed on the same date.
Also, Air India convened four meetings between senior Airline staff, the victim and her family on December 20, 21, 26 and 30 to discuss actions being taken and the progress thereof. "When the victim's family asked Air India to file a police report at a meeting on December 26, they did so on December 28, 2022," he said. .
"Air India and its staff will continue to cooperate fully with affected passengers, regulators and law enforcement agencies in investigating these incidents in accordance with all laws and regulations."
