A fairly straightforward response to a straightforward question. Here’s the January 23 edition of Das ka Dum with Dr Bhaskar Das.
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Q: Some of our big airlines have been earning a bad name thanks to sloppy customer service. Any advice you would like to give the airlines on what they should and shouldn’t be doing?
A: There is no doubt that with the rising curve of airlines passengers going up, the quality of customer service has dwindled a lot. The airlines authorities including the DGCA need to face some plane (sorry for an advertent spelling error) facts: there have to be stringent norms for customer service, including punishment for any dereliction of duty, whether at the airport (eg the recent incident of passengers trapped inside a locked aerobridge without any access to drinking water or loo), or inside the aircraft. Communication is an important element to reinforce the trust of customers/ air passengers. And DGCA should take some action to remove constraints of airlines to land and take off smoothly. One can’t avoid weather vagaries, specially during the winter season, but can’t anything be done to address this?
The reason for my suggestion as a combination of airlines behavioural sensitivity and airport authorities/ DGCA is that they are related and joint dependencies are unavoidable to address passenger delight.