How Air India plans to save airline - say 'Jai Hind' to passengers
Â
According to carrier's Chairman and Managing Director, Ashwani Lohani, using the words 'Jai Hind,' (Victory to India or Long live India) by the flight commander before take-off, would make a tremendous impact (on the passengers in case of delays).
Â
"The captain of a flight should often connect with passengers during the journey and, at the end of first address, using the words 'Jai Hind' would make a tremendous impact," Lohani, who is trying to turnaround the loss-making flag carrier said in a recent communication to his employees.
Â
Besides, Lohani in his communication has also asked the staff to be "courteous and polite" to passengers and said wearing a smile would be a "good thing".
Â
In a lengthy message, Lohani also sought to sensitise the employees to the need of ensuring that passengers have a "good experience" with Air India, especially at a time when the carrier is looking to bring about a turnaround in its fortunes.
Â
This comes against the backdrop of multiple incidents in recent times, ranging from controversies involving people with disabilities to bad in-flight food, to quarrels among staff, resulting in flight delays.
Â
"The cabin crew should greet the passengers while emplaning and deplaning with a 'namaskaar' as was the tradition. A smile on the face and conversing sweetly and politely without an iota of irritation would be a good thing," Lohani said.         Â
Â
During Aircraft on Ground (AOG) or a progressive delay exceeding 30 minutes, Lohani said, the airport manager and the station manager should immediately reach the site and attend to the passengers.
Â
"There should be adequate communication to the passengers and their boarding/lodging needs should be taken care of without delay," he said, adding that station manager and airport manager have to be proactive and positive with a problem-solving approach.