Chennai: One of the most compelling complaints that passengers who fly Air India is that when there is a delay, their staff at the airport just don’t seem to want to talk about it. This has led to several passenger outbursts and protests, over the years, usually needing complimentary meals and glib talking to calm their frayed nerves. All of this has turned around swiftly in the last five days, ever since the State-run airline has reinvigorated their Twitter account @airindiain.
Passengers who have access to the airline’s Twitter account on the microblogging site have found that updated information is now available quicker than at the airport counter. “Whenever there is a delay with Air India, unlike other airlines, they do not update the estimated time of departure immediately. It is done every one hour or so and the counter staff are quite rude and ask us to look for updates on the board,” said Rajkiran V, a photographer who has had some bad luck with the airline. “When I was flying home for Deepavali, I was bored after a delay was posted and tweeted them angrily and was quite surprised to get an updated response.” Another such incident was met with some Twitter respite when passengers on AI 571 from Chennai to Mumbai were waiting for over six hours on Saturday night - no information was given to them as their flight was simply ‘delayed’. Thankfully, when a passenger Harin Sheth asked them about the four-hour delay on Twitter, pat came the answer with a valid reason - “The flight will depart only at 1.30 am because of a delay with the incoming flight.”
27/10/14 Daniel Thimmayya/New Indian Express
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Passengers who have access to the airline’s Twitter account on the microblogging site have found that updated information is now available quicker than at the airport counter. “Whenever there is a delay with Air India, unlike other airlines, they do not update the estimated time of departure immediately. It is done every one hour or so and the counter staff are quite rude and ask us to look for updates on the board,” said Rajkiran V, a photographer who has had some bad luck with the airline. “When I was flying home for Deepavali, I was bored after a delay was posted and tweeted them angrily and was quite surprised to get an updated response.” Another such incident was met with some Twitter respite when passengers on AI 571 from Chennai to Mumbai were waiting for over six hours on Saturday night - no information was given to them as their flight was simply ‘delayed’. Thankfully, when a passenger Harin Sheth asked them about the four-hour delay on Twitter, pat came the answer with a valid reason - “The flight will depart only at 1.30 am because of a delay with the incoming flight.”
27/10/14 Daniel Thimmayya/New Indian Express
