Dear all,
A video of a mid-air fight between a cabin crew and a passenger is being widely circulated. The incident occurred on 16th Dec 2022 on Indigo's Istanbul-Delhi flight 6E-12. The exact cause of the affray is unknown, but Indigo, in a press statement, has mentioned that it was the choice of food by the passenger that led to the heated exchanges. For those who have not read the news, you may click the following link to read more: https://www.ndtv.com/feature/i-am-no...senger-3625632.
The video has sparked division on the internet. Some have sided with the passenger, while others support the cabin crew. However, amidst taking sides, the cause of the conflict remains unquestioned. Instead of focusing on the incident itself, people immediately scrutinized the behavior of those involved.
In this incident, there are three characters: the cabin crew visible in the video, the unseen passenger whose voice is heard, and another crew member who was moved to tears by the passenger's harsh behavior. The third crew member is neither seen nor heard in the video.
Passengers are customers of airlines. Customers tend to complain when their expectations are not met or when they perceive a service deficiency. Despite several days passing since the incident, it remains unclear whether there was a service deficiency by Indigo or why the customer felt dissatisfied.
This incident underscores the importance for service providers to clearly communicate their service standards. Unclear communication leads to varied perceptions, which if not addressed properly, can escalate into conflicts, as seen in the case of Indigo.
While the internet took sides, no consideration was given to the other passengers onboard who were inadvertent witnesses to the altercation. Surely, the commotion would have disturbed them. What if some passengers now opt not to fly with Indigo in the future? Even those supporting the passenger may develop negative perceptions of Indigo, potentially resulting in a loss of customers for the airline.
Thanks,
Dinesh Divekar
**Location**: Bangalore, India
conflict situations, customer complaint, cabin crew, Country-India, City-India-Bangalore
A video of a mid-air fight between a cabin crew and a passenger is being widely circulated. The incident occurred on 16th Dec 2022 on Indigo's Istanbul-Delhi flight 6E-12. The exact cause of the affray is unknown, but Indigo, in a press statement, has mentioned that it was the choice of food by the passenger that led to the heated exchanges. For those who have not read the news, you may click the following link to read more: https://www.ndtv.com/feature/i-am-no...senger-3625632.
The video has sparked division on the internet. Some have sided with the passenger, while others support the cabin crew. However, amidst taking sides, the cause of the conflict remains unquestioned. Instead of focusing on the incident itself, people immediately scrutinized the behavior of those involved.
In this incident, there are three characters: the cabin crew visible in the video, the unseen passenger whose voice is heard, and another crew member who was moved to tears by the passenger's harsh behavior. The third crew member is neither seen nor heard in the video.
Passengers are customers of airlines. Customers tend to complain when their expectations are not met or when they perceive a service deficiency. Despite several days passing since the incident, it remains unclear whether there was a service deficiency by Indigo or why the customer felt dissatisfied.
This incident underscores the importance for service providers to clearly communicate their service standards. Unclear communication leads to varied perceptions, which if not addressed properly, can escalate into conflicts, as seen in the case of Indigo.
While the internet took sides, no consideration was given to the other passengers onboard who were inadvertent witnesses to the altercation. Surely, the commotion would have disturbed them. What if some passengers now opt not to fly with Indigo in the future? Even those supporting the passenger may develop negative perceptions of Indigo, potentially resulting in a loss of customers for the airline.
Thanks,
Dinesh Divekar
**Location**: Bangalore, India
conflict situations, customer complaint, cabin crew, Country-India, City-India-Bangalore