Tata Group Chairman Shares How He Responds To Customers' Daily Complaints Against Air India

It's been 15 months since Tata group took over Air India for a mammoth ?18,000 crore, in its bid to revamp the airline.

But the path towards the makeover has been tough, especially due to rising complaints around unruly passenger behaviour, flight delays, staff salary structure, and quality of food and other services.

Amidst all this, Tata group's parent company Tata Sons' Chairman N Chandrasekaran has said that he receives four to five messages about Air India daily, which he takes to be a sign of the support and goodwill the airline enjoys. However, sometimes the messages praise the airline, while sometimes they are complaints and advice.

Sometimes Complaints, Sometimes Compliments

PTI

¡°Everyone in this country is rooting for Air India. There are multiple emails every day¡­ somebody wanting to work for Air India, somebody giving me advice, somebody telling me I had a great flight or saying ¡®I know the flight was bad but I can see the improvement in on-time arrival and customer service,¡± said N Chandrasekaran.

He added that he also receives WhatsApp messages about Air India ¨C sometimes people will criticise the interior of the aircraft, some will point out how the seat did not work or how something was dirty.

¡°So I get about four-five mails on Air India every day, some on WhatsApp, some on email,¡± said the Tata Sons' Chairman while speaking at an event earlier this week.

N Chandra of @TataCompanies tells @TheSouravM, he gets four mails / Whatsapp messages daily on @AirIndiain :

- Someone wants a job, some speak about OTP, some about broken chairs

- Hope that we can start to show some semblance of new AI in a year :

?? pic.twitter.com/dizBooiNkD

¡ª Tarun Shukla (@shukla_tarun) April 27, 2023

Also Read: Vistara To Merge With Air India By March 2024

How Tata Group Chairman Responds To Air India Complaints

reuters

Asked if he acts on these complaints, Tata group Chairman Chandrasekaran confirmed that he responds to the messages and acts on them where possible. And if action is not possible, he tells the complainant to be patient and give them time to improve, as per a Moneycontrol report. ¡°Yeah I act on them. So I¡¯ll respond. Where we can act, we act. Otherwise we tell them to be patient, give us time,¡± said Tata group chairman Chandrasekaran, elaborating on the steps that Air India is taking towards improvement.

¡°The transformation is happening in human resources. We have completely revamped the technology. We are revamping engineering and ground handling. The entire fleet will get changed. We have made one of the biggest [aircraft] orders. And that¡¯s a very bold bet!¡± he added.

Also Read: List Of Foundation Years Of Various Tata Group Companies

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