2. Organization Background
Headquartered in Mumbai, India
Founded and owned by Naresh Goyal
First domestic flight in 1993
73 flight destination, 21 international destinations,
and 52 destination within India.

3. Mission Statement
Strives to be most preferred domestic airline in
India
Automatic first choice carrier, the will achieve
this by offering high quality service and
operations.
Other competing airlines will seek to match
quality of service.

4. Anjalee Agarwal
Frequent flier of airline
Executive director of activist group that seeks to
raise accessibility awareness.
Neurological disorder, Muscular dystrophy.
Unable to stand or move without assitance of
wheelchair.

5. Anjalee Agarwal
Forced to sign Indemnity Bond
Insurance policy for airline, taking away
responsibility for accidents.
Threatened to be left on plane when she refused to
be carried off.

6. Company Response
“Incident reported to headquarters in Mumbai.”
Responded to one twitter accusation, with
denial.

7. Recommendations:
Create a program for employees to personally
work with disabled customers.
Look back to values stated in mission statement
Issue and apology, compensate Agarwal, and
create internal policies to go along with new
industry regulations.