Being consistently inefficient. I got a real taste of how easy it is for India Airlines to be so proudly inefficient.
Got my Mum-Hydb ticket for a panel talk at ISB Hyderabad the last weekend, Must have done several dozen flights over years, got the boarding pass printed to realise the 850pm flight (IA 50) was delayed to 2145, soon to 2215 hrs. Well, it happens, so as usual in a robotic mechanical style reached the domestic airport much in advance, to realise IA officer (No 1) looking to stamp the Boarding pass realised something wrong asking me to meet the duty officer (No 2). Two ladies sitting were surprisingly polite, said the flight takes off from the International airport and there was still time, advised me to hurry. I was furious, asked them to show where it’s mentioned in the boarding pass. None of them could spot it, anyways I sprang out, lucky to spot a rickshaw (waiting for its prey) agreed to take me.
This gentleman, I learnt, has been ferrying such confused passengers for several months making a quick buck. He effortlessly navigated through some congested slum area, at the same time guiding me how I need to break the international passengers queue and rush inside to gate B. Okay so I reached, did as advised by the ‘expert’, rushed in and glanced at the watch to realize I has finally made it, that too 40 minutes before the departure time.. sigh of relief.. No, no there was a final shock waiting.. Officer (No 3) smiles and says the gate is closed as he walks away. Why? Shouldn’t it be 30 mins before departure, no its 45 minutes here, he informs with his back towards me.
After some polite requests he checks with another officer (No 4), this one equally rude - ‘no chance’. ‘Why didn’t you call IA to find where the flight takes off from’.. is his curt comment. I am furious, at the same time wonder - How after delaying the flight from 850-2215hrs they can be so proudly rude and unapologetic to a confirmed passenger with a boarding pass in hand. I demand a written statement the officer writes ‘the pax reached at 945pm’. Failingly, sadly I give up, walk into an IA room called the ‘mini booking room’, another AI officer (No 5), tell me to go away and speak to AI, write to senior management/do whatever but they too are tired with this attitude. Asking for refund, the other officer (No 6) sitting adjacent, says ‘you will get all refund as you are a no-show (to be realised later that it was an incorrect statement). Coming out I glance at another officer (No 7), seeking some sympathy who requesting for anonymity says each day this has been happening for months, what to do.
Finally, sulking I walk out after an hour of being like a loser, at the receiving end.. Filling the exit register I meet another similar fellow passenger completely dejected to have similarly missed the same flight in the same way. A glance at the register kept at this gate B shows the sad record of all those passengers who went through the same fate.. series of serial numbers falling to a proud egoistic grand company.. called Indian Airlines.
For me this is the epitome. The IA story of inefficiency. No apologies, It’s their way of life. Take it or leave it.
Rajeev Sharma