In Jet we Trust?
One of my favorite brands is passing through tough times. Jet Airways, is yet to sort out the pilot mess that it has walked into. From a service perspective, pilots have always been a given in the scheme of things. Except a comment or two on the quality of landing they make, and the announcement that is made at the beginning of the flight which mentions who’s at the helm , the pilot is considered to be on auto pilot, a given. He is a bit like those faceless auto and taxiwallahs who ferry lakhs of passengers to from their destinations in Mumbai. The airline experience is defined entirely by his other colleagues, who check you in, board you, serve you and take care of you in the aluminum cabin. It’s also defined by employees who man the call centers, the ticketing offices and other touchpoints. It’s on these counts that Jet Airways has been delightful. Having flown the airline for the last 8 years fairly frequently, I can bet my last dollar on its service being on time, crisp, no nonse...