Jet Airways (JA) can be ranked among the best international airlines. JA’s service quality is truly international, punctuality is exemplary and has excellent safety record. This airline is head and shoulder?s above the national carriers, Indian Airlines (IA) and Air India (AI) on all aspects of flying. I flew probably four times more on the national airlines (close to 200 flights) and I do not remember a single instance of leaving the aircraft with a pleasant feeling. Let me compare these three airlines - starting with basics.
First, air safety which is paramount. I have not seen a single instance of violation of air-safety norms/practices in the JA cabins. But I have seen several instances of IA aircraft taking off with one or two baggage bins open and lose luggage put on the empty seats. When I noticed any such occurrence, I always firmly remind the cabin crew that leaving baggage bins open is against IATA safety regulations.
In once instance an aircrew kept some of her luggage on a vacant seat next to me. When I call her to remove it or tie it with the seat belt she protested. I had to tell her if she did not do it, I would be compelled to site that instance of breach of air safety regulation to the Director General of Civil Aviation and complain to the Captain. She relented but with anger. I was appalled by her lack of awareness and concern for air safety standards. She did not realize that passengers are asked to keep the luggage under their seats to prevent luggage flying and hurting them in case of serious turbulence.
I have also seen a few instances of IA Pilots banking sharply into the glide path while landing; once a foreign colleague of my told me that such actions in their countries would attract punishments. The court of inquiry into the Alliance Airlines (a fully owned subsidiary of IA) crash near Patna in July 2000 concluded that crash occurred due to the Pilots not following ?correct approach procedure, which resulted in the aircraft being high on approach.
They had kept the engines at idle thrust and allowed the air speed to reduce to a lower than normally permissible value on approach?? The first recommendation of the court of inquiry is: ?4.1 Alliance Air should review their pilot training and following aspects should be emphasized. 4.1.1 Discipline in the air??..
Second, cleanliness which in my view is the most basic requirement. It does not cost anything; but reflects staffs? accountability and standards of supervision. I have not seen a single JA aircraft that is shoddy. The interior is impeccably clean, the seats and head rests are clean; you find the seat pockets properly stocked, do not find graffiti on the seat belts, and morsels of food and coffee stains on the font trays. Let me contrast this with some horrible experiences in AI and IA flights.
Once in Geneva, upon boarding I found an airsickness bag with vomit in the front seat pocket. The place was smelling but did not attract the attention of people who cleaned the aircraft. When brought to the notice of the cabin crew - the bag was taken rudely without expressing regrets for such shoddy service.
Once on a flight from Singapore to Delhi again on AI, I had called the Chief of Cabin Crew showed her the muck near my seat and enquired if they had any sense of shame. I told her that AI in particular should be spotlessly clean ? it was matter of national pride.
Third service quality. Service quality of JA on the ground and in flight is exemplary and is of international standards. It is probably one of few airlines in the world, which serves hot meal in porcelain to business class passengers even on short flights lasting for about an hour! AI and IA have serious cultural problems and would take considerable time to raise their standards.
Their staff on the ground an in flight can be quite rude possibly due to utter lack of accountability and ?chelta hai attitude. Such attitudes can change only when there is a drastic reorganization.