Jet Airways CEO Sanjiv Kapoor has reacted to the viral video of a heated argument between a passenger and an IndiGo air hostess.

Kapoor posted the video on his Twitter profile and shared a similar experience that he had some years ago. “As I had said earlier, crew are human too. It must have taken a lot to get her to breaking point. Over the years, I have seen crew slapped and abused on board flights, called ‘servant’ and worse. Hope she is fine despite the pressure she must be under,” he wrote.

In another tweet he shared an incident experienced by a 19-year-old cabin crew member who was slapped by a passenger. “She was inconsolable and said this is not what she signed up for. She quit flying the same day,” he added.

Concluding the Twitter thread, Kapoor emphasised the fact that it is never okay to verbally or physically abuse a cabin crew or demean them in any way.

“As I have always said, the customer is always right… until he (or she) is wrong. Physical or verbal abuse or humiliation is NEVER acceptable,” read the tweet.

IndiGo has responded to the incident and released a statement. “We are aware of the incident that took place on flight 6E 12 from Istanbul to Delhi on December 16, 2022. The issue was related to meals chosen by certain passengers traveling via a codeshare connection. IndiGo is cognizant of the needs of its customers and it is our constant endeavor to provide a courteous and hassle-free experience to our customers. We are looking into the incident and would like to assure that customers’ comfort has always been our top priority. We are committed to providing the best experience at all times,” they said.

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