Dear all,
A video of a mid-air fight between a cabin crew and a passenger is circulated widely. The incident happened on 16th Dec 2022 on Indigo's Istanbul-Delhi flight 6E-12. We don't know the exact cause of the affray but Indigo in a press statement has said that it was the choice of food of the passenger that led to the heated exchanges. Those who have not read the news may click the following link to go through the news:
https://www.ndtv.com/feature/i-am-not-your-servant-video-shows-fight-between-indigo-crew-passenger-3625632#:~:text=According%20to%20the%20person%20wh o,crew%20lead%20had%20to%20intervene.
The video has left the internet divided. A few chose to take the side of a passenger and the other few of the cabin crew. However, while taking a position, nobody questioned the cause of the conflict. Rather than looking at the incident, people immediately looked at the behaviour of the characters involved in the incident.
There are three characters in this incident viz., the cabin crew which we see in the video, the passenger whom we do not see but listen to his voice and one more crew who cried because of the harsh behaviour of the passenger. We neither see her in the video nor listen to her voice.
The passengers are customers of airlines. Customers complain when their expectations are not met or they perceive a deficiency in the service. 5-6 days have passed since the incident took place but nobody knows whether there was a deficiency in service by Indigo or why the customer felt there was a deficiency.
The incident highlights the need for a service provider to communicate the parameters of which the services. The lack of clarity leads to differing perceptions. The differing perceptions when not communicated properly, lead to conflict. This is what happened in Indigo's case.
As stated earlier, the internet was divided and took sides. However, nobody took the side of the other passengers. The passengers on board for no fault of theirs had to witness the brawl. Do you think that the wrangling did not upset them? Now, what if a few of them decide not to travel by Indigo in future? Even those who took the side of the passenger may perceive Indigo as a bad airline and what if they avoid travelling by Indigo? Possibly Indigo knows how to calculate the cost of lost customers!
Thanks,
Dinesh Divekar
From India, Bangalore
7883A video of a mid-air fight between a cabin crew and a passenger is circulated widely. The incident happened on 16th Dec 2022 on Indigo's Istanbul-Delhi flight 6E-12. We don't know the exact cause of the affray but Indigo in a press statement has said that it was the choice of food of the passenger that led to the heated exchanges. Those who have not read the news may click the following link to go through the news:
https://www.ndtv.com/feature/i-am-not-your-servant-video-shows-fight-between-indigo-crew-passenger-3625632#:~:text=According%20to%20the%20person%20wh o,crew%20lead%20had%20to%20intervene.
The video has left the internet divided. A few chose to take the side of a passenger and the other few of the cabin crew. However, while taking a position, nobody questioned the cause of the conflict. Rather than looking at the incident, people immediately looked at the behaviour of the characters involved in the incident.
There are three characters in this incident viz., the cabin crew which we see in the video, the passenger whom we do not see but listen to his voice and one more crew who cried because of the harsh behaviour of the passenger. We neither see her in the video nor listen to her voice.
The passengers are customers of airlines. Customers complain when their expectations are not met or they perceive a deficiency in the service. 5-6 days have passed since the incident took place but nobody knows whether there was a deficiency in service by Indigo or why the customer felt there was a deficiency.
The incident highlights the need for a service provider to communicate the parameters of which the services. The lack of clarity leads to differing perceptions. The differing perceptions when not communicated properly, lead to conflict. This is what happened in Indigo's case.
As stated earlier, the internet was divided and took sides. However, nobody took the side of the other passengers. The passengers on board for no fault of theirs had to witness the brawl. Do you think that the wrangling did not upset them? Now, what if a few of them decide not to travel by Indigo in future? Even those who took the side of the passenger may perceive Indigo as a bad airline and what if they avoid travelling by Indigo? Possibly Indigo knows how to calculate the cost of lost customers!
Thanks,
Dinesh Divekar
From India, Bangalore
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