Svayam Receives Pro Forma Apology from Jet Airways


Backsliding on issues of air travel safety for people with disabilities has recently been a frequent issue here. One issue in India with Jet Airways has reached an unsatisfactory conclusion:

Ms. Sminu Jindal travelled by Jet Airways to Bangkok and back, on the Christmas vacations on 25th December 2007 and return on 01 Jan 2008. She was shocked to see the lack of sensitivity, ill-trained ground staff, absent essential services and above all how the Airliner like Jet Airways treat people with reduced mobility. Although Jet Airways issued a public apology, when media highlighted the incident, however, that doesn't solve the problem of millions of other people with disability whose voice doesn't reach the public/media.

Specifically, the apology indicates that Jet Airways will provide aisle chairs only on international flights. Such assurances by Jet Airways CEO Wolfgang Prock-Schauer certainly make for interesting case studies of worst practices in the anthology of business cases that I provide to faculty colleagues. However, I think he and I both share the ideal that such examples should be on the decrease rather than on the increase.

I would advise Jet Airways that their policy failure has already had negative impact on the company's international reputation. The smart business decision would be to consistently apply internationally recognized standards of non-discrimination and protect against further brand erosion.

Download apology from Jet Airways as .pdf

For more on this case see Svayam:

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