Natarajan Chandrasekaran, Awe inspiring credentials. God bless him. Managing Tata Sons must have been a cake walk for him in comparison to managing the new acquisition Air India. As Chairman of Air India, he will be tested by fire. Air India has a lot of positive side to it. However, its main negative “customer service” outweigh the positives and can potentially become the albatross round its neck. From an “outside in” view it would appear that customer service at Air India is still in its thumb sucking days and appears to be managed by Neanderthal and Cro-Magnons. Based on my personal experience cases lodged with Air India do not get resolved. You only get case IDs but no satisfactory resolution. Air India help desk is both deaf and mute and like the स्थितप्रज्ञ (Sthitaprajna) . All the cases logged by users to help desk are like water poured over duck’s back. If Chandra Ji can turn it around then he deserves to be worshipped as God! I wish him to succeed and wish him the very best in everything he does. If at all any one can turn Air India around and make it compete with Singapore Airlines, I believe it is TATAs in general and Chandra Ji in particular.
