A decade ago Indian Airlines[IA] was operating in the Indian skies as a monarch meaning ’monopoly’. The customers or passengers were taken for granted and given a jolly good ride with poor or no customer service at all.
Ever since the advent of private airlines, the likes of IA has never been the same again.Severely challenged by Jet Airways, IA has revamped its attitude towards its customers and service to them.The flights are punctual almost eighty percent of the time; there are more regular announcements regarding arrivals and departures.The ground staff at the airport are smiling more often and the overall inflight service has also improved though the menu can certainly be improved.Satisfaction is there, but delight is far away.