You are at the airport, and oh no, the flight has been cancelled.
At least, your misery has company this time around.
In the last few days, this has become all too common a scene across airports in India. Frustrated with the sheer mismanagement of not just the flights, but the crowd itself, many find themselves venting to the nearest person wearing the IndiGo logo. And, in some cases, this venting often took a more aggressive turn.
With heightened tensions, spoiled plans, family emergencies, and ruined events, many fliers end up taking out their frustrations on the more easily available staff. The very ground staff that, in most likelihood, had little to nothing to do with why hundreds of flights across India were cancelled.
While the IndiGo flight cancellations might be a novel experience for many Indians, bearing the anger of angry customers is not new for many within the service industry or other people-facing roles. From those in customer service to airline ground staff, the anger of the people often finds itself being released on those who are simply trying their best to do their job.
The Ground Dilemma
For most IndiGo staff members, a core issue is their inability to provide customers with the solutions they desire. Questions like “why was the flight cancelled?” or “why is this being done?” are something that many find themselves unable to answer.
Like many people in customer-facing roles, the ground staff have found themselves in a difficult position where they must adhere to orders from upper management. At the same time, customers who are unhappy with upper management decisions end up questioning those who are simply executing them.
With the rising pressure, luggage misplacement and crowd handling, certain elements of the ground staff tasks have also been far from satisfactory. However, can the compounding errors be solely laid at the feet of the ground staff? Even more concerning, does a mismanagement of even this magnitude justify the aggressive conversations directed towards those who, even though part of management, have no part in the issue at all?
Justified Anger, Unjustified Actions
As any paying customer or even a concerned citizen, people have the right to voice their concerns, question the sheer mismanagement exhibited by IndiGo Airlines, and demand strict action. However, simply because someone is part of that very company does not give one the right to forget practising basic courtesy.
While people across India have criticised IndiGo Airlines, especially those directly affected by the cancellations, many have also praised the ground staff who have unfortunately borne the brunt of angry customers.
“This is Kochi airport between 2 am to 5 am. People sleeping on floor, fighting, crying. Aircrafts available but no pilots. Worst, while crew gets mandatory rest time, ground staff is working double shifts, sleepless in total chaos,” one X user shared.
Indeed, many disgruntled have had to acknowledge that the consequences of flight mismanagement are being unjustly borne by ground staff. Not only are many of them spending extra hours managing a crowd that is justifiably angry, but they also have to go above and beyond their designated roles and responsibilities.
What to Do?
Like many of us, the members of the IndiGo ground staff are simply employees of a company. Only, now burdened with tasks beyond their scope of responsibilities.
For those directly affected by the crisis? Raise your voice and demand answers as is your right. But ask these questions of people in upper management. Acknowledge and accept that the mismanagement by a company’s upper levels does not equate to the ground staff being at fault.
Heated moments can indeed lead to regrettable moments, especially when everything feels like it is falling apart. However, even an acknowledgement of the efforts of the ground staff at a later time can go a long way.
Showcase Employee Appreciation
“The decent thing to do? The entire senior management of Indigo should be made to take shifts at the airport and stand there. From CEOs to VPs and such. The decision makers. Instead of the terrified junior employees with no power, cabin crew, and ground staff, who have been left to deal with the yelling and screaming,” comedian Vir Das quipped on X.
To IndiGo Airlines’ upper management, please do not forget the ground staff who have worked hard and borne aggressive conditions once the crisis is over. Just like how customers have taken to the internet to acknowledge their efforts, show them how much you appreciate them.
There are many ways in which IndiGo must reward its ground staff: monetary bonuses, extra leave, and overtime wages. Acknowledge that it is thanks to the efforts of the ground staff that the crisis was still somewhat contained, and the waiting and frustrated customers were helped in any way they could be. Where one level of management failed, it was the other level that stepped up and helped the company remain somewhat afloat.
