Bangalore, India – In a strongly worded critique, prominent investor and former Infosys CFO Mohandas Pai has publicly condemned Air India Express, citing "sloppy service" and unprofessional conduct by the airline's staff. Pai's outburst follows an incident on flight IX 2142, where a dispute allegedly erupted between passengers and cabin crew.
Pai took to social media platform X (formerly Twitter) to voice his grievances, directly tagging Air India Express and its parent company, Tata Sons. In his post, he described the service provided by the air hostesses on flight IX 2142 as "lousy," "crude," and "badly behaved," further adding that the service was "sloppy". He specifically called for action to be taken against the air hostesses involved in the reported argument with a passenger.
The incident described by Pai adds to a growing list of concerns surrounding airline customer service and staff conduct. While details regarding the specific nature of the "spat" remain unclear, Pai's strong condemnation has resonated with many who have experienced similar issues.
Pai's criticism extends beyond a single incident, highlighting what he perceives as a systemic issue within Air India Express. He is now advocating for enhanced training programs for the airline's staff, emphasizing the need for improved customer service skills and conflict resolution techniques. He believes that comprehensive training is essential to ensure that passengers are treated with respect and that staff can effectively manage challenging situations.
This is not the first time Pai has publicly addressed airline service issues. In late December 2024, he criticized IndiGo for keeping passengers on a hot tarmac in Bengaluru without air conditioning. His earlier criticism of IndiGo drew attention from other industry professionals and the public, with many sharing similar experiences of poor service.
Air India Express has yet to release an official statement addressing Pai's specific allegations. However, the airline is facing increasing pressure to respond to the concerns raised and outline steps being taken to improve service quality and staff behavior.
The incident comes shortly after cricketer Mohammed Siraj also publicly criticized Air India Express for a flight delay in Guwahati and poor communication regarding the same. These incidents are likely to intensify scrutiny of Air India Express and its commitment to customer satisfaction.
As Air India Express navigates these challenges, it remains to be seen how the airline will address the concerns raised by Pai and others. Enhanced staff training, improved communication, and a renewed focus on customer service may be crucial to restoring public trust and ensuring a more positive travel experience for passengers.
