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'Don't call flyer 'drunk', tell them politely their behaviour is unacceptable', says AI's new alcohol policy
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IANS | 26 Jan, 2023
With Air India reviewing its alcohol service policy, the new guidelines
say that the cabin crew should act respectfully without raising voice
and guests should not be permitted to drink alcohol unless served by the
cabin crew.
It also says that the cabin crew should be attentive to identifying guests who might be consuming their own alcohol.
The
policy review came after the airline drew flak following the 'pee-gate'
incident, wherein a flyer named Shankar Mishra reportedly urinated on
an elderly female passenger in a drunk state on board a New York-New
Delhi flight in Novermber last year. Mishra is presently under judicial
custody.
As per Air India's reviewed liquor policy, the cabin
crew should behave with the passengers in a polite manner, and not call
the guests 'drunk'.
"Don't call the guest 'drunk', warn them
politely that their behaviour is unacceptable. Don't be persuaded to
give them 'one last drink' if they have had enough," the new policy
says.
The guidelines also prohibits the cabin crew from raising their voice.
"Don't
raise your voice. If they raise theirs, lower yours... Don't put off
refusal, act while the guest can still be reasoned with," the policy
says.
It also says that serving of alcoholic beverages must be
carried out in a reasonable and safe manner, which includes tactfully
refusing to (further) serve a guest alcohol.
The airline has also
issued a set of 'Dos and Don'ts' for service refusal. These require the
cabin crew to be polite and avoid value judgements and use tact to
politely inform the guest that "you will not serve them any more
alcohol".
Managing unduly intoxicated patrons must be done assertively and respectfully, it says.
Under
the reviewed guidelines, cabin crew may refuse serving liquor or remove
any unconsumed alcohol in case a guest consumes his own liquor, and
where there are reasonable grounds to believe that the guest's faculties
are impaired by alcohol to an extent that will present a hazard to the
aircraft, to persons on board (crew or guests) or to the guest himself.
On
Tuesday, Air India had said, "We have reviewed our existing in-flight
alcohol service policy, taking reference from other carriers' practices
and inputs from the US National Restaurants Association's (NRA)
guidelines. These were largely in line with Air India's existing
practice, though some adjustments have been made for better clarity.
Also, NRA's Traffic Light system has been included to help the crew
recognise and manage possible cases of intoxication."
"The new
policy has now been promulgated to the crew and has been included in the
training curriculum. Air India remains committed to the safety and
well-being of our passengers and cabin crew, including but not limited
to the responsible service of alcohol," said an Air India spokesperson.
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