On a crash course

Airlines need a higher level of passenger management skills

The video clip showing three IndiGo staffers assaulting a passenger is being seen as a case of hubris for an airline that has zoomed to leadership in terms of market share since its founding in 2005 — Air India, of all airlines, has chosen to take a dig at its upstart rival. Viewed in isolation, the thuggish response of a senior staffer in instigating his juniors brooks no excuse under any circumstances. Seen in a wider perspective, however, this passenger-airline staff face-off is a symptom of an endemic issue in domestic civil aviation that both the airlines and the ministry