In his first comment on the issue, Tata Sons and Air India chairman N Chandrasekaran on Sunday, November 26 responded to the incident on the New York-Delhi flight. A drunk woman allegedly urinated on a fellow passengerMust have been “too fast”.
“The incident that took place on Air India flight AI102 on November 26, 2022 has caused personal pain for me and my colleagues at Air India. Air India’s response should have been much faster. We have not observed this situation as it should have been,” Chandrasekaran said in a statement.
“The Tata Group and Air India stand fully committed to the safety and well-being of our passengers and crew. We will review and adjust every process to prevent or address such unruly incidents,” he said.
Chandrasekaran’s statement came a day after the airline’s CEO. Campbell Wilson said Saturday that the airline could have handled the situation better. Four cabin crew and one pilot have been fired, and the airline is reviewing its policy on serving alcohol on flights, he said.
While questions were raised about the airline’s failure to immediately report unruly passengers to law enforcement officials, he advised employees to report all incidents even if a solution is reached.
Wilson’s report also pointed to reforming the incident reporting process. “Internal investigations are ongoing into other staff lapses in aspects including in-flight alcohol service, incident handling, in-flight complaint registration and grievance handling. As a responsible airline brand, we have initiated the following steps to materially strengthen and improve how such incidents are addressed in the future,” he said.
Earlier, the Directorate General of Civil Aviation (DGCA) termed Air India’s behavior as “unprofessional” and issued a show cause notice to the airline that operated the flight and its crew.