Why Vistara is unravelling

Snowballing customer ire has brought to the fore a deeper rot within the joint venture between the Tatas and Singapore Airlines, heightening the uncertainty on the airline’s future.

The customer thought she had heard it wrong. “Sorry?” the customer, whom we will call DS, asked the executive at the counter. “We have to cancel your ticket,” the executive repeated, without a blink of an eye. 

It was 30 December. DS was booked to fly to Dubai to be with her friends and relatives to usher in the New Year. But standing at the Vistara counter in Delhi’s Indira Gandhi International Airport, she could see the worst fears of a traveller coming true. 

DS, the executive said, was a US passport holder and despite her status as an Overseas …


Prince M. Thomas

Prince leads the newsroom at The Morning Context as managing editor. A fascination with the written word has taken Prince to some of the leading newsrooms across the country, including The Economic Times, Dow Jones Newswires, Forbes India and Moneycontrol. In a career spanning 20 years, Prince has led teams, managed pages, projects and special editions, and has authored The Consolidators, published by Penguin Random House in 2017.

Managing Editor