And, for Indian business, a bout of soul-searching
Save time by listening to our audio articles as you multitaskIndia is full of stories of well-connected individuals escaping punishment for untoward actions. A brief spark of outrage is followed, sometimes, with a promise of an investigation that, if it happens, tends to be dragged out and soon forgotten.
Then came the lurid details. After the lights were dimmed she was confronted by the inebriated passenger, and sought help from a crew who lacked the ability or the capacity to respond. She recounts being told to return to her original seat , which had been covered with sheets but still felt damp and smelled of urine. Another passenger pleaded for her to be upgraded to an empty first-class seat, to no avail.
This sparked a reckoning, starting at the airline’s parent company. Mr Chandrasekaran called the incident “a matter of personal anguish for me”. The flight’s captain and four crew members were suspended. The offender, an Indian employee of Wells Fargo, an American bank, was sacked from his job. Delhi police tracked him to Bangalore using mobile-phone data. He was arrested on January 7th and has been held in pre-trial detention. Outrage has spilled onto newspaper pages andscreens.
There may be a silver lining. Any passenger tempted to misbehave on a flight in the future may think again . For Tata and Air India, the public-relations disaster has made it clear that turning around the flag carrier, diminished by decades of government mismanagement, will require instilling a new culture. Buying new aircraft and hiring new managers is one thing; shaking up encrusted union work rules that have for decades dulled staff initiative is something else entirely.
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