IndiGo asks crew to be sensitive while dealing with unruly flyers

India's largest airline IndiGo has now asked it staffers to take steps to diffuse tension before taking legal actions

Congestion at major airports leading to flight delays is increasing tension resulting in number of unpleasant incidents involving airline staff and flyers.  Karuna Singh IndiGo’s fleet supervisor wrote to staffers saying that in situations like raised voice, aggressive body posture, display of dissatisfaction towards service and use of abusive words first action should be calming the situation by all means. Such behaviors according to IndiGo can rise due to delayed departure, unfulfilled service like unavailability of preferred seat or meal.

“These behaviors do not necessarily imply unruly behaviors. We as aviation personnel must be able to isolate actual unruly behaviors