In a strongly worded report, a Parliamentary Standing Committee has condemned the recent incident, wherein a passenger was manhandled by IndiGo staff, adding that airlines need to become passenger-friendly and its staff should learn to say "please"
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In a strongly worded report, a Parliamentary Standing Committee has condemned the recent incident, wherein a passenger was manhandled by IndiGo staff, adding that airlines need to become passenger-friendly and its staff should learn to say "please" and "thank you".
"The committee noted that recently there were many incidents of manhandling, discourteous and rude behaviour by airlines staff, both on ground and cabin crew. Some of them were reported in the media, while a large number went unreported. While narrating some of the incidents, especially in IndiGo, majority of the members opined that the attitude of airlines staff is condescending, often uncooperative and, on many occasions, downright rude."
The 26-page report 'Issues related to improving consumers' satisfaction of airlines' was done after consulting civil aviation officials and various industry stakeholders. The committee said that merely taking strictest action against the employees does not absolve the airline of its guilt.
"The committee observes that the problems affecting the airlines are not personal; it is institutional. An institution like IndiGo has to develop a consumer-friendly approach in dealing with its passengers. The committee believes that being a leader in market share, IndiGo needs to look inward and find out the reasons for the discourteous attitude and rude and indifferent behaviour of their employees, whether cabin crew or the ground staff. The committee emphasises that the arrogant behaviour of employees should stop." The members of the committee unanimously emphasized upon the need for providing proper training to the airlines staff, especially on soft skills and passenger handling.
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