Unlike their counterparts in the West, Indian flyers tend to abstain from filing formal complaints with airlines over issues like rude behaviour by staff, discrimination, denied boarding, etc.
Asking for a feedback form — on ground or onboard a flight — and registering their grievance is not something the average Indian flyer has the time or the temperament for. That was till social media came onto the scene and provided a ready platform to air their complaints.
On Tuesday, journalist Barkha Dutt tweeted: "Taken aback by rude, unhelpful untrained staff member @IndiGo6E at Delhi airport. Used to be a fav airline but decline setting in." Three hours later, IndiGo president Aditya Ghosh responded: "Investigated this. My colleague was completely out of line in answering you back & not making way for you. Sincere apologies."
It was not known whether a formal complaint had been filed in this case, but more often than not, social media platforms are the only places where such issues get aired.
"It's all out there, for all to see. Complaints over stale sandwiches, delayed flights, lukewarm beverages," said an airline manager, requesting anonymity.
Earlier, when complaints could only be registered with the airline, the time-consuming process meant passengers limited themselves to complaints over more serious issues like lost bag, bungled bookings, thefts, etc.
Unlike complaint tweets against say, car manufactures, power supply companies or mobile network providers, when it comes to airlines, there's a certain category of complaints that's written about only on social media.
09/12/15 Manju V/The Times Of India
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Asking for a feedback form — on ground or onboard a flight — and registering their grievance is not something the average Indian flyer has the time or the temperament for. That was till social media came onto the scene and provided a ready platform to air their complaints.
On Tuesday, journalist Barkha Dutt tweeted: "Taken aback by rude, unhelpful untrained staff member @IndiGo6E at Delhi airport. Used to be a fav airline but decline setting in." Three hours later, IndiGo president Aditya Ghosh responded: "Investigated this. My colleague was completely out of line in answering you back & not making way for you. Sincere apologies."
It was not known whether a formal complaint had been filed in this case, but more often than not, social media platforms are the only places where such issues get aired.
"It's all out there, for all to see. Complaints over stale sandwiches, delayed flights, lukewarm beverages," said an airline manager, requesting anonymity.
Earlier, when complaints could only be registered with the airline, the time-consuming process meant passengers limited themselves to complaints over more serious issues like lost bag, bungled bookings, thefts, etc.
Unlike complaint tweets against say, car manufactures, power supply companies or mobile network providers, when it comes to airlines, there's a certain category of complaints that's written about only on social media.
09/12/15 Manju V/The Times Of India