The Crazy Airline Pilot

Hi

The great Sarkari Indian Airlines (Now Air India) has done it again!They took passengers ransom for their own mistakes and tantrums yesterday on IC 164 from Goa to Mumbai.

I was the one who praised Indian Airlines when they did a fantastic job during the employee strike recently in June earlier this year.(Please refer to my Articles published in DNA newspaper on 15th June 2007 titled "Hats off to Indian Spirits" and in Hindustan Times the same day titled "Indian did a good job" )

However sunday's episode raises serious doubts on Indian Airlines' ability to perform as "customer caring /serving entity".

It was a lazy Sunday afternoon (11th November 2007) in Goa and most of the Travellers were returning to their home destinations after spending a diwali holiday (being a long weekend) in Goa.Everyone had to join their offices/business the next day and hence preferred afternoon flights to go back which gives a relaxing evening at home before another hectic week would start.

I was also visiting my in laws in Goa along with my wife and we decided to take IC 164 back to Mumbai which was scheduled to depart at 14.40 Hrs.I checked the flight status around 12.30 over Indian Airline's call center (1407) as well as through SMS system which Indian Airlines provides for real time flight updates.Both the systems assured ( !) us that the flight was on time and it was expected to depart on its scheduled time from Goa.Hence we reached airport at 13.30 and checked in the baggage etc.However we were "politely " (!) informed that the flight was delayed and now it will depart at 15.15.With no option other than the endless wait for a place to sit and "playing musical chair" with fellow travellers,we waited till 15.00 for boarding announcement,only to know that flight was further delayed by 15 minutes!!!Goa Airport is very small and there are not enough facilities for huge crowds..so in case a single flight is delayed,the entire boarding hall becomes like CST station in peak hours!

Finally when the boarding was announced around 15.25,we were happy that we will be reaching Mumbai within an hour or so.Little did we know that time that we were about to witness a high voltage drama on board.We settled in our seats and waited for nearly 20 minutes.

Suddenly an army of Indian Airlines officials entered the aircraft along with a khaki vardi clad person standing on Aircraft door.(Not sure whether he was from CISF or Air India's own security force).We were told that one person was missing on board as the number of boarding passes issued and persons boarded the aircraft were not tallying,so we need to produce our boarding cards again for verification.

We promptly did as told.But even after entire aircraft was searched for mismatch in boarding pass numbers,still for next 10 minutes Indian Airlines officials were clueless about who that "mystery" passenger could be,where he would be and why he has not boarded.Then suddenly we heard some loud noises in middle rows in economy class,where Indian airlines officials found two boarding cards with one single passenger!!!!!!

We were absolutely shocked...How can an airline issue extra boarding pass which is like you identity to enter the aircraft????

Anyway,we thought that the confusion was over and now at least we would be taking off..But there was another twist in the tale ,waiting for us...

We saw a handsome pilot in his thirties (Commander Cyrus Patel) emerging from cockpit and going towards the passenger who was found with two boarding cards.He shouted at the passenger and made angry and aggressive gestures..After giving that passenger a piece of mind for two minutes,Captain Patel went back to the cockpit and announced that he is cancelling the flight.There was huge unrest in the passengers by the time as it was already 16.05 there and passengers were losing control.Further to add to Passengers' worries,captain Patel left the aircraft and went away on the Tarmac..

Next 5 minutes were a complete chaos in the cabin.The children in the aircraft were already crying loud,senior citizens were worried and urging others to help them go to Mumbai by another flight if possible and the "elite" (! ) executive class passengers getting their cellphones out and calling their travel agents/secretaries to "arrange" for any "damn" flight out of Goa that evening or early next morning at "any cost".

After much chaos,finally Captain Patel accepted to fly but some passengers were afraid by the time to be on flight commanded by Captain Patel.Their worry was,after much drama and aggrevation,Captain Patel may not be in a sound state of mind to fly as it was risk with the lives of passengers on board.It took another 5 minutes for Indian Airlines managers to convince them to continue on that flight and finally the flight took off at around 16.15.

Now there are some questions which arise in one's mind and Indian Airlines as well as Civil Aviation authorities should answer them:

1.Whose mistake it was to issue two boarding cards to one person?Even if we say that passenger should not accept two cards,what if the passenger is flying for first time or he does not notice the same in a hurry to catch the flight?Isn't it a collective responsibility of airline to ensure that a security document like boarding pass should be issued only in bonafide way?

2.What if the additional boarding card is used by anti social elements/terrorists to enter to aircraft?

3.Was it right on the part of Captain Patel to shout at the passengers and then to abandon the plane like he did?The cockpit was easily accessible to anyone when Captain Patel was not in the aircraft.What if terrorists take advantage of such situations to take control of the aircraft?

Also was it really safe for all of us to be flown back in command of Captain Patel who was virtually not in a sound state of mind to perform his duties as commander of the flight?

4.Due to this whole drama,the cabin crew on IC 164 forgot to brief the passengers sitting at the seats near to overwing exits regarding the operations of Emergency exits.This was a deviation from aircraft safety rules.Will DGCA look into it?

5.Will Indian Airlines do a thorough inquiry of this incident and punish the concerned officials from Indian Airlines?

So finally ,my advice to all is just to save some money on those "great fares",do not travel Indian Airlines.There are another good airlines who may charge you some bucks more but will ensure that you react you destination sans an angry pilot's tantrums and inefficient airlines check in staff!

All the best for all of us if we chose to fly "Indian" next time!