Normally one hears only horror stories about the bad service by public sector companies in India and Indian Airlines is no exception. I have read a lot about the indifference of the Indian Airlines staffers towards the customers, and so was not prepared for a pleasant experience I had yesterday. I was on official work of escorting some top officials who had come to Hyderabad to attend a conference. One of the officers asked me if I could get their Indian Airlines tickets rescheduled to an earlier flight. I told them I’d try and set off to the Indian Airlines office in HACA Bhavan not sure if it could be done.
I was surprised when the Security Guard at the door talked good English and directed me to wait for a while until my turn came. A few minutes later it was my turn and I approached the counter where a nice lady was sitting. When I asked her if it was possible to get seats on an earlier flight she said, “Yes, why not?” She made it appear as if it was nothing great.
She took the tickets from me and got to work on the computer for a while as I waited not yet convinced that it would happen. A minute later she stuck some yellow stickers in the ticket and gave it back. I didn’t believe it was done so easily and so quickly and I had to ask her if it was done. She gave me a smile and said it was done and the tickets were rescheduled to an earlier flight.
I complimented her and thanked her that she had done it unbelievably fast. It was all over within a couple of minutes and I walked out floored with the service of Indian Airlines.
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