MUMBAI: After two midair drunk-urination cases within a fortnight, in which Air India crew let unruly passengers walk away after the respective flights, the airline has asked its members to adhere to the norms and report any improper behaviour on aircraft to regulatory authorities on landing even if the matter appears to be settled.
The airline CEO, Campbell Wilson, in an internal mail sent to its staff, has written: “This week has, regrettably, been dominated by media headlines of which you are no doubt familiar. The repulsion felt by the affected passenger is totally understandable and we share her distress.”
“Whilst the story is more complicated than has been reported, there are clearly some lessons we can and must learn. Most importantly, if an incident on our aircraft involves improper behaviour of such magnitude, we must report it to the authorities at the earliest opportunity, even if we genuinely believe that the matter has been settled between the parties involved,” he said.
The same applies in the case of passengers deemed to meet the threshold of “unruly”. “We must also be clear on the standard of behaviour that is expected on our aircraft and take firm, decisive and timely action against those who do not comply,” added the CEO.
“Though there are numerous cases in which we have done exactly this, I have asked that these and other relevant aspects of the Safety and Emergency Procedures Manual be immediately reiterated by operating departments and reinforced in recurrent training, and I ask each of you to reflect on what you would do if faced with such situations. As in any other area, knowledge and preparation underpin confidence and outcome,” said the letter.
Following the CEO’s letter, Air India’s operations department also issued a note to all pilots and crew members reiterating the same. “Follow laid down procedure of handing over the disruptive guest to regulatory authorities on arrivals,” said a note sent by Capt R S Sandhu.
On November 26, on board Air India New York-Delhi flight, a drunk male passenger urinated over a woman passenger, both seated in business class cabin. On landing, the crew did not hand him over to the law enforcement authorities. Air India, in its report to the Directorate General of Civil Aviation (DGCA), said that its crew did not lodge a complaint as the aggrieved woman passenger had rescinded an initial request for action after the two parties “appeared” to have sorted out the issue. “As there was no further confrontation between the two passengers the airline said, in its report, that its crew decided to respect the supposed wishes of the woman passenger and decided not to file a case on landing,” said a source.
In the December 6 incident on board Air India Paris-Delhi flight, a passenger relieved himself on a vacant seat and blanket of a fellow passenger, when the latter was in the lavatory. “The crew identified and isolated the offender and reported the incident to the authorities. On arrival at Indira Gandhi International Airport in Delhi, the passenger was taken into custody by CISF personnel,” said an Air India spokesperson. “As the victim and the accused reached an understanding, the CISF allowed the accused to leave after he tendered a written apology. In deference to the victim’s wishes, Air India did not lodge a police report,” the airline said in its statement.
Under the 2017 Civil Aviation Requirements (CAR) for handling unruly passenger behaviour, the airline crew should have informed the security agencies and ground staff for appropriate action at landing. According to sources, the pilot-in-command of this flight informed the Delhi air traffic control about the incident on board, who in turn, briefed the Central Industrial Security Force (CISF), the airport security.
The CAR states in such cases, upon landing of the aircraft, an airline representative shall lodge FIR with the concerned security agency at aerodrome, to whom, the unruly passenger shall be handed over.
A senior airline commander, requesting anonymity, said that the CAR makes no provision for these so-called negotiations between the unruly passenger and the affected flyer. “In fact, the procedure followed by most airlines is to isolate the unruly passenger,” he said.
The airline CEO, Campbell Wilson, in an internal mail sent to its staff, has written: “This week has, regrettably, been dominated by media headlines of which you are no doubt familiar. The repulsion felt by the affected passenger is totally understandable and we share her distress.”
“Whilst the story is more complicated than has been reported, there are clearly some lessons we can and must learn. Most importantly, if an incident on our aircraft involves improper behaviour of such magnitude, we must report it to the authorities at the earliest opportunity, even if we genuinely believe that the matter has been settled between the parties involved,” he said.
The same applies in the case of passengers deemed to meet the threshold of “unruly”. “We must also be clear on the standard of behaviour that is expected on our aircraft and take firm, decisive and timely action against those who do not comply,” added the CEO.
“Though there are numerous cases in which we have done exactly this, I have asked that these and other relevant aspects of the Safety and Emergency Procedures Manual be immediately reiterated by operating departments and reinforced in recurrent training, and I ask each of you to reflect on what you would do if faced with such situations. As in any other area, knowledge and preparation underpin confidence and outcome,” said the letter.
Following the CEO’s letter, Air India’s operations department also issued a note to all pilots and crew members reiterating the same. “Follow laid down procedure of handing over the disruptive guest to regulatory authorities on arrivals,” said a note sent by Capt R S Sandhu.
On November 26, on board Air India New York-Delhi flight, a drunk male passenger urinated over a woman passenger, both seated in business class cabin. On landing, the crew did not hand him over to the law enforcement authorities. Air India, in its report to the Directorate General of Civil Aviation (DGCA), said that its crew did not lodge a complaint as the aggrieved woman passenger had rescinded an initial request for action after the two parties “appeared” to have sorted out the issue. “As there was no further confrontation between the two passengers the airline said, in its report, that its crew decided to respect the supposed wishes of the woman passenger and decided not to file a case on landing,” said a source.
In the December 6 incident on board Air India Paris-Delhi flight, a passenger relieved himself on a vacant seat and blanket of a fellow passenger, when the latter was in the lavatory. “The crew identified and isolated the offender and reported the incident to the authorities. On arrival at Indira Gandhi International Airport in Delhi, the passenger was taken into custody by CISF personnel,” said an Air India spokesperson. “As the victim and the accused reached an understanding, the CISF allowed the accused to leave after he tendered a written apology. In deference to the victim’s wishes, Air India did not lodge a police report,” the airline said in its statement.
Under the 2017 Civil Aviation Requirements (CAR) for handling unruly passenger behaviour, the airline crew should have informed the security agencies and ground staff for appropriate action at landing. According to sources, the pilot-in-command of this flight informed the Delhi air traffic control about the incident on board, who in turn, briefed the Central Industrial Security Force (CISF), the airport security.
The CAR states in such cases, upon landing of the aircraft, an airline representative shall lodge FIR with the concerned security agency at aerodrome, to whom, the unruly passenger shall be handed over.
A senior airline commander, requesting anonymity, said that the CAR makes no provision for these so-called negotiations between the unruly passenger and the affected flyer. “In fact, the procedure followed by most airlines is to isolate the unruly passenger,” he said.
