Agree with Hawtin,
Why do we have to hide the ugly side at all possible costs... even if undermines the very existence of the organisation. Would we walk in for an interview to work for an organisation that basks in the the glory of its monopoly but doesn't promise you your salary. Yes, I do agree that another option is this lad quits Air India...but he simply chose to vent out in an effort to be heard.
Going by the philosophy of guys criticising the lad, there wouldn't be any revolutions against corrupt governments.
I think that Air India must feel the pulse at the grass root level and do something to get the wrong things right.