Air India post Tata takeover: An aviaton veteran's blunt feedback

The seats and space were sub-par but I won't go there as the main point that hit me is the lack of training all around of the new cabin crew.

BHPian V.Narayan recently shared this with other enthusiasts.

Used Air India for a Delhi-London leg and then two weeks later the London-Delhi leg. The aircraft on both flights was a Boeing 777 leased from I think Delta airline. The seats were in business class and here are my points based on my observations and conversations with the cabin crew.

On both sectors the cabin crew of 5 serving a business class of 32 pax took, hold your breath, 4 hours plus from take-off to complete the drinks+lunch service. I spoke to them and understood that all were new recruits with less than 6 months on the job. I quizzed them, in a nice avuncular way, with my grey hair, about the procedures and sequence they have been trained with and in my assessment, they are getting woefully weak training. My background in my ex-business gives me a very strong insight into cabin crew training and these young people in their 20s have clearly not received the training needed to run a galley efficiently and on time. Worst of all they were surprised when I told them that the entire service from drinks and nuts to cheese and crackers should take no longer than 2 hours and 15 minutes at the most. Mind you these were young people, enthusiastic, eager to serve and courteous unlike the rudeness or condescending tones one could encounter on Air France or United or British Airways. But they were clueless.

The old more experienced Air India crew from the PSU days were in the first class and economy class cabins with the new raw recruits in the business class with no adult supervision. Training & testing followed by more training and testing is at the heart of aviation which is what makes it not only the safest mode of transport but also the most integrated industry in the world. I think someone forgot to tell Air India this.

The seats and space were sub-par but I won't go there as the main point that hit me is the lack of training all around of the new cabin crew. God forbid if this lot had to deal with an emergency!!

Two odd years after the Tata takeover Air India is still struggling to find its way out of a brown paper bag. Rather sad.

I'm still willing to be patient and give the Air India management time to sort themselves out. But when training curriculum is so weak it tells me all is not well with the new Air India leadership's approach. It is one thing to order 400+ airplanes and quite another to get your working crew upto scratch.

Here's what BHPian RunGaDa had to say on the matter:

My experience from a big IT company. The company I was working for was taken over by another bigger company. The new company laid down their Do's and Don'ts. It was pretty clear within a month that most if not all the old staff will be replaced. This is required if they want to wash out the old company way of working.

Tata should do a complete purge.

Set the process right.

Have penalties for every violation.

Then set benchmarks.

No other way.

Here's what BHPian handsofsteel had to say on the matter:

I travelled to Heathrow in Jan this year for a tournament that my son was participating in. Onwards was a combo of indigo+qatar (with a layover at Doha) and return was via air india as I wanted a direct flight.

The Air India flight itself was a nightmare. More than half the screens of the in-flight entertainment were not working. The call button for the cabin crew was not operational in a single seat! People were compelled to walk up to the crewing station and request for basics like water. My son was asked to take extra cups of juice when he went to request the crew to have a look at the in-flight entertainment!! Water was being doled out in 75 ml small styrofoam cups meaning, a person like me would have to make 5 trips just to quench my thirst. Despite being a desi carrier, the food paled in comparison to the meal on the Qatar flight, both in terms of spread and the taste. The clincher? The Air India flight, being direct, was more expensive than the Qatar+Indigo one.

The worst part... An aged Aussie couple, seated next to me, was trying their best to navigate the in-flight entertainment, one of which was stuck and the other blank. after a while, they sought my help. Despite my best efforts, when it couldn't be made operational, the lady turns towards her husband and says,"I told you, the guide books said that you have to expect these with Air India."

My complaint on return elicited the cliched response, "We are sorry for your experience, but better days are ahead as we have ordered 400 new aircraft."

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