Vistara's CEO apologises for a drop in service standards

We have seen brand executives write apologetic letters on several occasions regardless of the means by which they are expressed. Why? It's because there has been a lot of reaction on social media against their businesses. Or when a certain brand is being scrutinised by the public because it has failed to meet certain expectations.
What is uncommon, though, is a company taking notice of its customers' complaints and sincerely apologising before the company's inefficiencies become public knowledge.
Vistara CEO Vinod Kannan apologised in a letter to customers that the Gurugram-based airline had fallen short on its pledge in recent months. He went on to say that it did not meet the expectations of its clients.

Kannan stated that these issues would not go unheard, regardless of the means via which they are expressed, and that a constructive change is in the works.
Realizing that there is an issue is the first step toward fixing it. Kannan's letter makes this plain. Vistara's top management team appears to be attempting to close these quality service gaps.

Vistara's latest social media messages are likewise consistent with Kannan's message.

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