Importance of Pre Shipment Inspection & Angry Customer Recovery

There it goes! One more complaint against an airline.

Scenario:

The customer is flying Business Class, not Cattle Class, is a politician and finds that the foot rest is broken. A business class ticket costs about Rs. 42,000.

Reality:

The airline has been facing these issues for a long time now and must be trying to solve them for sure.

Solution:

But, the more important point is why was the seat "allowed" to be allotted in the first place? Even toilets in Malls ( not 5 Start hotels )have boards that Urinals are under service. Surely, all the seats in a Air India Business Class are not full for the customer to be offered an alternative seat? or may be they were? Which is a good thing for the new owners. Besides, it is unlikely, that the foot pedal was broken during the flight. Probably, it was broken much earlier and no "customer complained" until now?, so why fix it ? when there are more important things to be fixed.. Like the Vistara Pilot issue?

How come we keep hearing that the staff is very rude? Has the old Government culture still existing. Does that mean, all the training of Athithi Devo Bhava is still not being implemented ?

How come, the airline is asking in the public space for a time to contact the aggrieved customer? Should this not be done in private?

Even assuming all the claims are correct, should the customer not be offered some compensation for the broken foot pedal on the spot (a box of chocolates, a bottle of wine or a free dinner coupon in the Taj Hotel in Dubai or any where in India?. As a wannabe customer oriented airline, surely,

RWA Uncle says:

1. By the by, how come we never heard these complaints from the politicians when they were flying during the time the airline was with the Government. May be it was a free ride, and now all politicians have to pay for their flights?
2. How come, we rarely come across "empowerment" to the front line staff to recover from a bad customer experience to do what it takes - A bottle of wine or a box of chocolates and a heartfelt apology might have solved the problem. Most of the staff are left to apologize for such issues. By the by, have you come across any training on how to handle an aggrieved customer? I rarely have heard of that.
3. Another example of a "an angry customer tells 10 others - in this case a 10,000 others, while a happy customer tells none" is definitely the case here?

Pl do comment below not so much about the brand, but the attitude and ways to recover from an unhappy customer. As a country, if we are to become a World Power, we need to deliver world class service. Right. Whether it is a 10 Rs Chai or a million dollar order.