Admitting that Vistara fell short of customers' expectations in the last few months, its Chief Executive Officer Vinod Kannan has said the airline is addressing some of the gaps on a war footing while many changes and enhancements are in the offing. Kannan, in a letter to customers, acknowledged that the recent disruptions in services would have led to the alterations in their travel plans and the frustration over a long wait to reach out to the airline's call centre. We have always wanted to make flying an experience that is not transactional, but a joyous and memorable 'new feeling.' However, I admit that we fell short on this commitment in the last few months and did not live up to your expectations, Kannan said. I am aware that our website and mobile app couldn't offer targeted solutions to some of the problems you faced. And I also understand that your on-ground experience may not have been up to your expectations on some instances, he further said. Assuring the customers that
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