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        PTI News

        Incidence rate entirely normal considering scale, size of AI group's ops: Campbell Wilson

        September 7, 2025

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        Operational transparency and on-the-spot passenger compensation authority expanded to cabin crew to address service shortfalls. Air India asserts that its incidence rate is normal given its operational scale and is increasing transparency to build trust. The airline has authorized front-line teams to issue e-vouchers for service shortfalls and is working to extend this capability to cabin crew for on the spot passenger resolution, while recalibrating operations to improve aircraft reliability and restoring customer-facing services.

        Cases where this provision is explicitly mentioned in the judgment/order text; may not be exhaustive. To view the complete list of cases mentioning this section, Click here.

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        <h1>Operational transparency and on-the-spot passenger compensation authority expanded to cabin crew to address service shortfalls.</h1> Air India asserts that its incidence rate is normal given its operational scale and is increasing transparency to build trust. The airline has authorized front-line teams to issue e-vouchers for service shortfalls and is working to extend this capability to cabin crew for on the spot passenger resolution, while recalibrating operations to improve aircraft reliability and restoring customer-facing services.

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