Teaching note for product W33710.

This case describes unruly passenger behaviour on National Aviation Company of India Ltd.’s New York-Delhi flight. It elaborates on the airline crew’s failure to effectively address an elderly woman’s predicament and assuage her concerns after an inebriated passenger urinated on her. As a result, Air India was exposed to social media ridicule, public scorn, loss of customer loyalty and trust, and a severe dent in its brand image. With the plummeting .....more