This refers to the editorial, “Civility will win the day” (November 9). After the Government opened up the skies to the private airliners in a big way, many airlines have catered to the needs of the public by offering quick and affordable travel. Therefore, recent incidents involving a leading private airliner is disturbing. First, we read about the issue involving badminton ace PV Sindhu, and close on the heels came another major episode of a man being beaten-up at the Delhi airport by the airliner staff. While the treatment meted out to Sindhu can be passed-off as one of those things which may have happened to miscommunication and misunderstanding, the second one cannot be brushed away lightly as it snowballed into fisticuffs between the passenger and the staff.
When a particular passenger wittingly or unwittingly crosses the line, the staff on board the aircraft or on the airport tarmac has the right to caution the passenger. Unarguably, this has to be done in a refined way without ruffling feathers. As much as the air staff are pressured due to overload and overtime, passengers too carry a bundle of emotions and tensions with them. Tempers may run high if one of the two does not refrain from going berserk. The video in question unambiguously revels the fact that the provocation for the unpleasant brawl came from the passenger himself. But the hospitality industry has to display restraint because competition is tough. Private airliners should not mistake the word "give" for an ulterior meaning. In the same vein, it is the duty of all passengers to treat the airline staff with humility and courtesy.