Air India employees looking at leadership to guide them at a time of despair

A combination of having no answers to the public’s questions on why the June 12 incident took place coupled with the reality that many employees risk their lives when doing their jobs has left many in the airlines questioning their self-worth.

Employees working at Air India and Air India Express, especially cabin crew, pilots and engineering staff have struggled with morale issues since the tragic plane crash on June 12, multiple employees Moneycontrol spoke to indicated.

Following the crash of Air India flight AI 171 that killed around 270 people, employees are not just questioning their livelihood choice due to the risks involved, but are finding it difficult to have faith in their management. They are also struggling to deal with negative public sentiment and distrust in the Air India brand.

"While most employees do appreciate the steps taken by senior leadership to highlight the sensitivity of the June 12 crash, most colleagues are looking for leadership, accountability, change in character and a platform where their concerns can be recognised," a pilot working with Air India for the last 10 years told Moneycontrol.

He added that most pilots and cabin crew are eyeing Air India's preparedness for the upcoming changes in flight duty timings, which will include longer mandatory rest periods among other mitigation measures, for better management of stress and fatigue among pilots and cabin crew.

An official working at Air India’s head office in Gurugram also said the employees are expecting the management to come out with new Standard Operating Procedures for flight safety, create a forum to discuss fatigue, workload, and operational risks openly and create a culture where safety concerns can be raised. Others raised concerns that they feel dispensable in the airline.

Another Air India pilot also recalled facing 'several incidents,' including a major in-flight engine failure: "You just have to be prepared, focus on the tasks at hand, and keep going. Nothing really prepares you fully for what the skies may throw at you."

Concerns raised by Air India Employees following the June 12 crash

Steps taken by Air India to boost morale

Multiple pilots and cabin crew Moneycontrol spoke to also indicated that there were there is a heightened sense of compassion and concern being expressed by senior leaders towards the work load and mental well being of employees by the following the June 12 crash.

Air India has since June 12 has deployed a team of trained psychologists and doctors in Ahmedabad to provide trauma counseling and psychological support to the affected families or individuals. The airline has deployed psychologists at its base stations in Delhi, Bengaluru and Mumbai to for cabin crew, pilots and other staff struggling with mental well-being after the June 12 disaster.

The airline's peer support programme Buddy.AI also works with pilots to give them an opportunity to connect with trained volunteers sharing similar professional backgrounds and an understanding of the challenges they face to assist the mental well being of flying crew. The Directorate General of Civil Aviation (DGCA) also provides peer support and buddy programme to help pilots seek therapy.

Air India's leadership group has also been interacting with employees to boost morale during a difficult time.

"We (Air India) are supporting those staff who have served in Ahmedabad upon their return to base with a mandatory break and counselling. The counselling services, which are confidential and provided by professionals, continue to be available to everyone and I encourage you to avail of it," Air India's Chief Executive Officer Campbell Wilson said on June 20.

Wilson also said that Air India has decided to continue additional pre-flight checks on its aircraft in order to ensure safety standard. "Where there is any doubt, we will not release aircraft – of any type - for service," Wilson said.

Wilson said Air India, along with the Tata Group, remains deeply committed to helping the families of those who lost their lives, as well as affected staff. "We continue to mourn the loss of lives and are doing everything to support those affected," he said. Around 500 workers from Air India and other Tata companies are still in Ahmedabad helping the families.

Similarly, chairman of Tata Sons is N. Chandrasekaran met employees at the airline's airport bases and offices in Delhi and Bombay. He also met with aspiring pilots and cabin crew at Air India's  aviation academy as well as customer support centers to keep morale high. He also visited the Emergency Command Centre, and the Integrated Operations Control Centre.

He also told employees that that while nothing can undo the tragedy, Air India must extend unwavering support to affected families.

"Criticism is there, but it's not easy to face it especially for those of us who are very passionate, emotional and who are working on making Air India a great airline, and who genuinely care about what kind of a company we want to build. We are getting more determined," he said last week.

Mental health struggles in aviation

Veteran pilot Captain Anil Rao, who has clocked 12,000 flying hours over 32 years, said that while such tragedies shake the aviation community, pilots are trained for precisely these moments.

"In life-and-death scenarios, a pilot fights till the very end to protect lives onboard and on the ground. That mindset is drilled into us. When a tragedy strikes close to home, there’s shock and grief, yes, but pilots and cabin crew don’t have the luxury to stop. We have to get up and fly," he said.

He explained the psychological balancing act. "In the cockpit, we forget home. At home, we forget the cockpit. We have to dangle between the two extremes. We accept that tragedy has happened and see to it that such things shall not happen again, and learn from our and others’ mistakes. That’s our lives," shared Rao.

In February 2023 the DGCA had ordered all airlines, flying training organisations as well as airport operators to take measures to promote mental well-being of pilots, cabin crew as well as Air Traffic Controllers to enable peer support, self-declaration and referral in a non-stigmatising and non-punitive environment and provide coping mechanisms to ensure return to duty of those suffering from issues such as anxiety and depression.

Mental well-being is an essential part of overall health, and for pilots undergoing medical examination for DGCA certification, it is especially important. The DGCA’s medical examination process assesses a pilot's mental health and provides a baseline for assessing their fitness to fly.

It can be tested through a variety of methods, including psychological screening and testing and interviews. Pilots must demonstrate that they are in good mental health in order to pass the examination. Furthermore, the DGCA requires pilots to demonstrate that they are free of any mental disorders that could impair their ability to fly safely.

It can be tested through a variety of methods, including psychological screening, interviews, and psychological testing. Pilots must demonstrate that they are in good mental health in order to pass the examination. Furthermore, the DGCA requires pilots to demonstrate that they are free of any mental disorders that could impair their ability to fly safely.

"The organisation must have a grief management system, where at least a counsellor if not a psychiatrist is available for anybody who wants to approach and talk/ seek medical help regarding the events that took place. Besides that, they can also offer financial support for voluntary counselling for pilots," Alpes Panchal, a Mumbai-based consultant psychiatrist, told Moneycontrol.

There can be mandatory psychiatric evaluation at regular intervals - six months for pilots, ATC operators and other personnel working on high stakes jobs, Panchal said, adding that only a few organizations in India puts mental health ahead of profits and productivity.