Soon after the 20 hour delay of Air India Flight 747 from Delhi to Dubai this web site was established—Air India Flight 747 Passenger Protest—and the introductory story of this ill-fated flight was posted, entitled, Air India Customer Service—Fail.The marathon delay could not be blamed on the Delhi fog or the airport renovations but on Air India staff inefficiency, the shortage of planes and the scarcity of pilots who are qualified in CAT III B instrumentation (to fly at low visibility). The hardships experienced by the passengers on Flight 747 were compounded by a fog of information and non-existent customer service, in which no hotel accommodation was offered and food and water were begrudgingly given when they were requested.
Government Intervention Needed
The inefficiency of the national carrier reflects badly on the Indian Government. How ever is India going to stage the Commonwealth Games in 2010 if the inefficiency of its major airline is allowed to continue and reflect on the government’s ineptness?
Catalogue of Errors
One might be forgiving if the Flight 747 episode on December 13-14 2007 was a blip on the screen. However, a quick look at the Indian newspapers and web sites indicate that this was only one of many chapters in the tragedy of Air India.
Here is a summary of articles from the last month:
Air India to use CAT III B to overcome fog-induced delays, The Times of India, 18 November 2007.
This report indicates that Air India is extremely slow off the blocks to train up its pilots in the latest low visibility instrumentation. This is the reason why many planes took off by mid-morning on December 14 from the IGI airport while Flight 747 did not get away to Dubai until 4.00pm (20 hours late). This article expresses the hope that this training will be given to Air India pilots but they had not been trained by 13 December.
Delayed Flights Cause Agony to Passengers, The Times of India, 18 November 2007.
This article reports the delay of 6 Air India flights sparking anger and protests by more than a thousand passengers. The problem was caused by ‘technical difficulties, shortage of pilots and flight duty time limitation’. It continued: “In Delhi, the passengers had a harrowing time since Saturday without food, water and sleep following hours of delay with Air India officials ‘hiding’ to avoid passengers’ fury.” It also reported a lack of information from the staff and information that was skewed.
Passengers Protest AI Flight Delay, The Times of India, 18 November 2007.
Air India Passengers stranded in Delhi, The Times of India, 18 November 2007.
Never Fly Air India Even if they Offer you Free Tix, Mouthshut.Com, 19 November 2007.
A report on the nightmare of flying with Air India.
Trouble Flying Air India? Blog It, The Times of India, 20 November 2007.
A blog has been established to post the woes of Air India passengers, a decision that has been supported by the Campaign for Public Accountability in India.
Readerspeak: Indian Carriers are Incompetent, The Times of India, 21 November 2007
The heading speaks for itself but spreads the blame beyond Air India. Many passengers vent their anger and express constructive suggestions.
Today’s Editorial: Ground the Maharaja, The Times of India, 22 November 2007
An opinion column that calls for Air India to be renamed ‘Ground India’, as the aircraft spend more time on terra firma than in the skies. The article highlights the problem and presents the solution: Ground Air India and privatize the airline. Here the Indian Government is blamed for turning a blind eye and doing nothing.
Shortage of Pilots, Ground Staff Plague National Airline, The Times of India, 27 November 2007
More details on the staff problems. I talked to several pilots from other airlines in the Indira Gandhi International airport and they all said they would never work for Air India.
We are Ready for Fog, say Airlines, Hindustan Times, 13 December 2007 [not posted online]
Wishful thinking!
250 Flights Delayed by Fog, The Times of India, 15 December 2007.
The reporter wrote of fog but also airside management, the Directorate General of Civil Aviation for terminal congestion. This article reported Flight 747 which was delayed for 20 hours. No report on staff inefficiency and lack of communication and service.
What Future for Air India, Economic Times, 18 December 2007.
This article charts the financial decline of Air India and its worsening image problem.
Response Requested
The passengers of Air India Flight 747 (December 13-14, 2007) are awaiting a response from the CEO of Air India or the appropriate representative from the Indian Government.
Letters explaining the chaos have been sent to Air India, the Commonwealth Games Federation, the Commonwealth Games Delhi Organizing Committee, The Times of India and the Hindustan.
Dr Geoff Pound
Image: Air India or Ground India?
