"We Hope You Had a Pleasurable Flight"

My flight from Mumbai to Chennai was to take off at 1500 hours. It was a day of heavy rains in Chennai, and we were all anxious to get home. At about 14:30 hours, we were told that the flight had been delayed by half an hour due to a delay in the incoming flight. Fifteen minutes later, we were informed that there would be a further 15-minute delay as the incoming flight was delayed. And so, we waited…

The next announcement came an hour or so later after the passengers got together and demanded an explanation. The new time of departure was now 1730 hours… Reason given: Technical snag! 1730…1830…another hue and cry from the passengers…finally another announcement! The flight was now scheduled for departure at 2200 hours. The call for boarding the flight came at about 2220 hours, and the flight finally took off at 2300 hours. Through this entire waiting time, we were offered nothing to eat or drink! After the initial drill on the flight, at about 2345 hours, we were offered a packet of peanuts and water! Amazing, I thought… All part of the ‘Procedure,’ I am sure!!

We reached Chennai but were unable to land as were in the queue. By the time we landed, it was 0130 hours the next day. Weariness, anger, anxiety, sleep…everyone’s immediate response was “Phew! Finally,” & “Hope we can get home” (because we had all heard that the city was flooded!)! And then came the icing on the cake…! The air hostess read out her pre-written, well-rehearsed lines: “Welcome to Chennai…. blah…blah…We hope you had a pleasurable flight!!”

One could hear peals of laughter in the aircraft! Being responsive to the customer means being sensitive to the current reality and being able to listen. Having experienced such a lackadaisical response from them, I really wonder if they heard the laughter at all!