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Fell short of expectations: Vistara CEO Vinod Kannan in open letter to customers

The letter promising to improve services was sent out on February 16

February 17, 2022 / 08:42 AM IST

Vistara, the airline joint venture between Tata Sons and Singapore Airlines, has been cast under unusually negative light due to a raft of customer complaints in recent months.

Vistara recently launched a PR charm offensive to make amends. On February 16, CEO Vinod Kannan wrote an open letter to customers promising to improve services.

Below is the full text of the letter:

Since Vistara’s inception, our efforts have centered around redefining air travel in India by breaking new ground and setting new standards in customer experience. We have always wanted to make flying an experience that is not transactional, but a joyous and memorable ‘new feeling’, which we were able to deliver and win millions of hearts.

While we had resumed recruitment and ramp-up of resources on various fronts buoyed by optimism in late 2021, the requirements around training and occupancy meant that we were not able to scale up as desired. This, coupled with a scale back in capacity, necessitated by a precipitous decline in demand, implied that the volume of enquiries and requests increased manifold.

From 1 February 2022, we enhanced the choice of alcoholic beverages on all our international flights across all cabins. From 11 February 2022, we resumed hot beverages, including Starbucks® coffee, on select domestic flights, and we plan to extend it to all domestic flights progressively. Menu cards have also been brought back in Business Class on domestic flights as well as on short and medium-haul international flights. All these services are being progressively extended across our domestic and international network as we gradually move towards restoring the complete ‘Vistara Experience’ that you have known us for. We have also improved our inflight entertainment offerings across our domestic and international network by introducing a wider variety of engaging content which will now be updated more frequently.