2. The Company
Second largest airline based in India
Established in 1993
71 total destinations
51 within India and 20 internationally
3. Setting Up the Crisis
“Jet Airways accused of mistreating disabled
woman, inquiry ordered”
Refused a wheelchair to differently challenged
woman, Anjalee Agarwal
Agarwal has Muscular Dystrophy-- a progressive
neurological condition in which a person is unable
to stand or move and is confined to a wheelchair
4. The Crisis
Before boarding the plane, she was asked if she
was “fit to board the plane”
Then they made her sign an indemnity bond and
she gave in so she wouldn’t miss her flight.
Despite her request for a wheelchair upon
ordering tickets online and reminding them when
she boarded, they would not provide her with
one.
They then physically carried her out of the plane
against her will.
5. The Responses
The organization: Stated the generic guidelines
and remained silent without any apologies to
Agarwal.
The Media: Reported the story in a neutral
manner, simply just informing the public.
The Stakeholders: Many different activist groups
got involved and shared their opinions of how this
should be regulated and how Jet Airways should
run their business.
6. Recommendations
Be more transparent with the public.
Apologize for embarrassing Ajarwal and the way
they handled the situation.
Keep the public informed about ongoing
investigations and relevant happenings.
Jet Airways should have better customer service
and training so they are able to further explain the
policies.
