Jet Airways CEO Sanjiv Kapoor travels on an Air India flight and shares his experience


Kapoor was traveling with his son on an Air India Delhi-Bombay flight AI863. In a series of tweets, Kapoor shared his experience and the issues he faced when his prepaid seat was changed at the last moment. He also added that apart from him, another family was also facing a similar problem and they were forced to sit separately.

In a series of Tweets, he wrote: “Flying @airindiain with my son, AI863 DEL-BOM. Paid for 7DF seats. web registered. You have BP mobile. No bags, straight to the door. So far, so good. However, at the gate I was told that I had been moved to 18B. asked why? They say no idea, I can’t do anything, you should have checked in at the counters!”

“Another family with children and with pre-booked and pre-paid seats in row 7 also separated and scattered around the cabin. I think what triggered this was a plane downgauge, from 321 to 320. However, people ok even PNR were unprotected together, and bad gate staff at their wits end,” a- he writes.

“A lot of uniformed personnel are flying on this flight. I was told there was nothing they could do to get me an aisle seat that I had paid for, or any other non-middle seat. I suggested they could maybe reinstall the staff. Voila, they typed furiously, and scribbled 6A in my BP. I don’t know who was reinstalled,” he wrote.

“My son finally offered his place to the family so that at least the mother could sit near her children. The dad couldn’t get a place with the family,” he added.

Mr. Kapoor also listed some lessons learned regarding reassignments. Apart from that, he also shared 3 rules.

“Lots of lessons to learn here on how to handle seat reassignments when the plane changes. Rule #1: Protect passengers who have paid for their seat, in the same type of seat. #2: Keep those in the same PNR together. #3. Make sure non-rev staff don’t get paid seats per revenue pax,” the tweet read.

Kapoor added that learnings will be discussed with Jet Airways staff as we need to get the basics right and the little things make a big difference.

Read also : Air India saw 184 technical issues in the past year, IndiGo 98, SpiceJet 77: Center

“This will all be part of the briefing to Jetairways staff. We need to have the basics right. It’s those little things that make a big difference. And my condolences to the gate staff and crew are off to sort out the mess. “

He also credited with saying the flight was on time and also appreciated that the economy class lunch was good.

Read also : Air India will operate 24 additional domestic flights from August 20. Check routes

“However, the credit goes: the flight was right on time (actually early), 100% full, and the lunch in economy class was good – catering has always been a strong point for Air India. In fact, the last time I flew on AI DEL-BOM was their last 747 flight on March 10, 2021,” he said.

A few hours after the tweet, Air India replied to him saying, “We are very sorry to hear about your experience Mr Kapoor. This is certainly preventable. We appreciate Shiv’s understanding of the situation and his empathy for the family. We look for the root cause to avoid recurrences. I hope to serve you better in the near future.”

In March 2022, Sanjiv Kapoor, a veteran aviation executive who helped lead SpiceJet Ltd through a turbulent period, was appointed Managing Director (CEO) of Jet Airways (India) Ltd.

Earlier in May, the CEO announced that the carrier will have the best possible app, website and IT systems and services this time around, “but without losing the human touch”. Kapoor said employees should focus on professionalism and this time the airline will be more customer-focused.

Kapoor had said in an email to his employees: “Human interaction cannot be entirely replaced by technology – it must always be there as a backup, especially when things go wrong (during irregular operations , etc.).

Air India, which was a government-owned airline earlier this year, has now become a private entity. After 69 years of management as a government entity, the airline returned to the Tata Group on January 27.

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