American Airlines faced criticism for downgrading a business class passenger in favor of the wife of a retiring pilot, causing debates over fairness and airline priorities. This action raises broader questions about how airlines balance tradition versus passenger rights, highlighting ongoing shifts in upgrade practices within the industry.
Browsing: Customer Service
Air India CEO Campbell Wilson has addressed operational incident concerns, affirming that their occurrence rate is typical given the airline’s extensive size. Air India is increasing transparency and customer service through initiatives like an e-voucher program for disruptions. Following a tragic accident, the airline is enhancing safety and operational practices to rebuild its reputation under Tata Group ownership.