Link Air India staff evaluation to customer feedback: Govt report

Flagging recurring public grievances about ‘unprofessional behaviour’ of Air India staff, a government-commissioned study has suggested their performance evaluation be linked to customer feedback, on-time reporting for flights and other parameters.

The study cited “outdated HR policy” and third-party staffing as among key reasons for poor customer service at the loss-making airline, while it has also called for incentives like monthly awards for employees to reduce the number of public grievances.

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