Abhishek Samanta, 21-01-2014..Appreciations Airport Services 1/21/2014 10:22:41 AM
".... Feedback: With my experience in flying with low-cost airlines in the USA for couple of times, I was not ready for the pleasant surprise when I flew from Mumbai to Kolkata on 7th December, 2013, using IndiGo flight # 6E 319. The things that stood out for me were low fare, timeliness, effective customer handling system, professional yet personable crews, clean aircrafts and customer-first attitude. While I am sure that you often get complimented on your low fare, timeliness and clean aircrafts, two things impressed me the most: an efficient customer-handling system and your customer first attitude. The very first thing I was impressed with IndiGo was the efficient customer-handling system. When I went to the IndiGo counter to check-in, I noticed that every other airline counter has a long line in front of it, and as it is expected, the lines were often chaotic with impatient customers. However, at IndiGo counter, I noticed that one person was assigned solely to ensure that the customers were following proper line discipline and route them to the next available counter effectively. And this was not only making the service faster, but also without a chaotic crowd in front of them, the crews were actually giving one-to-one care to every customer. For me the pleasant surprise was that the crews at the counter actually making eye-contact and smiling, which is quite rare in India. I cannot resist giving one example of your customer-first attitude that I would probably not forget. On the same trip, I was charged with 1250 INR for excess baggage, but I had only denomination of INR 1000, and unfortunately, the customer-care officer ran out of changes. So after I handed out 2000 INR to her, she requested one stuff (baggage handler) if he had the changes. He thoroughly searched his wallet, found that he was also short by around 200 INR, and then he took the responsibility of himself to find the changes. After around 10 minutes he returned, panting, and handed over the money with changes to the customer-care officer. From their conversation in Hindi, I understood that he could not find a single shop inside the airport at that wee hours (it was around 3 AM) to give him the changes; so he went outside the airport and managed the changes from the cab drivers. Not only that, when I offered him my gratitude with money, he politely refused and said "thank you sir, par yeh to mera duty hai" (thank you sir, but this is my duty)! Honestly I did not expect a baggage handler to take this up as his duty. I would like to congratulate you on your endeavour to bring a world-class air travel service to India. Wish you all the best. Thanks, Abhishek Samanta . ..."