Even if the situation seems to have been resolved, Air India CEO Campbell Wilson, has instructed the airline’s workers to report any improper behavior to authorities as soon as possible.
Air India CEO Campbell instructs staff to report any improper behavior
Wilson issued an internal memo to the staff after Air India came under fire, notably from the aviation watchdog, for its handling of a November incident in which a man, who was reportedly drunk, urinated on a female customer on a flight out of New York.
The airline recognised a second incident of a similar nature that happened last month on a trip from Paris to Delhi on Thursday.
The chief executive noted that the incident on November 26 “regrettably” dominated media headlines this week and added, “The aversion felt by the afflicted passenger is absolutely understandable and we share her pain.” He gave staff the advice to report all instances, regardless of whether a resolution was reached, as concerns had been expressed regarding the airline’s failure to immediately contact police enforcement about the disruptive passenger.
“There are undoubtedly certain lessons we can and must learn, even though the narrative is more convoluted than has been reported. Most essential, even if we sincerely believe that the situation has been resolved between the individuals involved, we must notify authorities as soon as possible if an occurrence on our aircraft includes such serious unlawful behaviour “On Friday, he wrote.
This also holds true for passengers who are considered to be “unruly” in some way.
Additionally, he said, “We must be clear about the standard of conduct that is anticipated on our aircraft and take robust, quick action against any who do not comply.”
Also Read: Man who peed on a female passenger on Air India, banned for 30 days
DGCA : Air India did not comply with provisions
According to the Directorate General of Civil Aviation (DGCA), Air India initially looked to have broken rules about how to handle a disruptive passenger on board.
It had added that notice had been issued to the airline’s executives, pilots, and cabin crew to explain within two weeks why action should not be taken against them for failing to uphold regulations. “The conduct of the concerned airline appears to be unprofessional and has led to a systemic failure,” it had said.
Offender banned from flying on Air India for 30 days
In accordance with a report from Air India’s internal committee, it claimed that the perpetrator was prohibited from travelling on the airline for 30 days.
The offended passenger had their flight fare reimbursed as the Palam Police Station in Delhi opened an investigation.
A female passenger on AI 102 complained to the cabin crew on November 26, 2022, that a male co-passenger had soiled her clothing and bags by peeing close to her seat, according to information provided by Air India to the DGCA.
The crew offered a change of dry clothes and slippers as well as helped the female passenger to a different seat in the same class.
At first, the female passenger asked that the criminal be dealt with when they got there. After the two parties appeared to have settled the issue among themselves, she later withdrew her request, Air India informed DGCA.
According to sources, the airline responded by stating that the cabin staff informed the Commander about the event and noted it in the voyage report.
The crew made the decision not to contact law police upon landing because there was no further altercation or flare-up, and because they were following the presumed wishes of the female passenger.
Air India in regular contact with aggrieved passenger
The airline claimed that throughout the investigation and reporting process, it maintained constant contact with the offended passenger and her family.
Additionally, Air India is assessing the policies it has in place for its crew for reporting such occurrences to the appropriate authorities upon arrival, particularly in cases when the alleged victim does not want such a report to be made.
On Thursday, the airline recognised a second incident that occurred on flight AI 142 from Paris to Delhi on December 6, 2022, stating that a passenger was injured “when the other passenger was using the restroom, he emptied himself on his blanket and empty seat. The crew located and separated the culprit, and they also informed the authorities of the occurrence.” Additionally, it said that when the accused submitted a written apology, CISF permitted him to depart because “the victim and the accused reached an understanding.”
According to a statement from Air India, “in respect to the victim’s wishes, Air India did not lodge a police report.”
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