Sincere apologies are followed by acts of reconcilliation. Effective reconcilliation requires accurate knowledge of the aggrieved party.
To facilitate the effectiveness of Air Sahara's public apology the following list of training resources is offered. To delive them I recommend my capable Indian colleagues:
EuForMe Project
http://www.euforme.net/
EuForme Document Links
http://www.euforme.net/documents
Diada
http://apintech.com/diada/
Diada Documents
http://apintech.com/diada/public.html
Diada Portal (Accessible Tourism Learning Hub)
http://accessibletourism.learnhub.net/