Airtel finally responds to allegations of bigotry

India

20 Jun 2018

Did Airtel bow down to bigotry? Here's their official response

On Wednesday, Airtel released a long statement to clarify that the telecom operator did not bow down to a discriminatory request by a customer, wherein she had asked to speak to a non-Muslim executive.

Airtel said Shoaib, the executive who faced hate, was not logged in; hence his colleague Gaganjot replied to the customer.

The case gained social media mileage recently.

The case

Looking back: A bigoted tweet that started it all

Looking back: A bigoted tweet that started it all

On Monday, a Twitter user @Pooja303singh made a hate-filled demand to Airtel, that Shoaib, a customer service executive should not solve problem-related to her DTH since 'she didn't trust his work ethics'.

Soon, another executive Gaganjot replied to her bigoted tweet.

After Gaganjot's reply, it was said Airtel didn't stand up for what was right, and fanned communally charged feelings.

Series of events: Here's what led to the row

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The other side

At receiving end of criticism, Airtel presents its side

After Airtel's response, many on Twitter spoke about ditching the services and porting to a different network. Many believed Airtel's answer was inappropriate.

Facing ire, the company, in a statement, said the executives were concerned about the problem despite being taken aback by unusual request.

"That Shoaib wasn't logged in and Gaganjot took the case got read as bowing down to bigotry," it read.

Shoaib and Gaganjot learnt a harsh lesson, the statement read

"While Shoaib and Gaganjot went about working on this case they learnt a harsh lesson. That their religious identity matters. That they should check identities before taking up the responsibility of a service request," the statement read.

Details

Airtel maintains they did not change customer service executive

Airtel maintains they did not change customer service executive

Further, Airtel wrote they still can't understand how one colleague helping another was assumed as 'acceptance of discrimination'.

"We did not and we repeat, we DID NOT change the advisor because of the unfathomable request from the said customer," said Airtel.

The telecom company said they would continue to train executives without any bias based on religion, ethnicity or caste.

The signature: Airtel signs off in 'A Wednesday' style

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