Be sensitive while dealing with unruly flyers, IndiGo tells crew

IndiGo and other airlines have said they are improving their staff training, looking at better ways of communication and customer awareness on operational matters.

Congestion at major airports, leading to flight delays, is raising tension all round. Resulting in a number of unpleasant incidents involving both airline staff and flyers.

Karuna Singh, fleet supervisor at IndiGo, the airline with the largest market share, has sent a letter to all staffers in this regard.

In situations involving raised voice, aggressive body posture, abuse or other display of emotion or dissatisfaction, is the counsel, first try to calm the situation by any means.

“This do not necessarily imply unruly behaviour. We, as aviation personnel, must be able to isolate actual unruly behaviour and take adequate actions as required,” she wrote.

If a passenger changes such behaviour during the negotiation and starts complying with the requirements, end confrontation right there and “allow him to continue the journey”, Singh wrote.

The big jump in numbers of flyers has meant many first-timers on the passenger list, often intimidated or unaware of the airline process.

IndiGo and other airlines have said they are improving their staff training, looking at better ways of communication and customer awareness on operational matters.

The aim is to engage better with both new and seasoned flyers, minimise tension and create a favourable brand image.

A little over 70 flights were diverted from Delhi airport on Sunday and several departures were affected, after runway operations had to be shut down due to a storm.

An IndiGo flight to Bengaluru was stuck at the tarmac for a little more than seven hours until early Monday morning, due to non-availability of crew.

With passengers kept waiting in the shuttle and then inside the plane or sitting on the tarmac.

“Airport congestion leading to delays have become a frequent factor. Consumer activism against airlines will increase and become a major issue,” says Kapil Kaul, chief executive for South Asia at aviation consultancy CAPA.

“We have rejigged our soft skills training and are trying to sensitise our staff to the fact that there are many first-time flyers who do not know the rules and that they need to patient while attending to them,” SpiceJet chairman Ajay Singh had earlier said.

AirAsia India says it is working on an etiquette video, instructing those taking their planes on items such as when to arrive at the airport, how to clear security and when to stand up inside the plane.

“The video is still in production,. We will try to make sure people see it before the flight, through social media channels or our website,” it said.

Photograph: Adnan Abidi/Reuters