A Hospitality to Be Remembered and Shared

A Hospitality to Be Remembered and Shared

I was boarding flight IX-1635 with Air India Express from Patna to Chennai when I experienced something worth sharing. As I entered the aircraft, I was greeted by the air hostess with a warm smile. While this is part of their standard operating procedures, there was something special about her gesture. She offered me a water bottle, mentioning it was very hot outside. I was taken aback for a moment and thanked her sincerely for her kindness.

As I buckled my seatbelt, I reflected on how the airline industry has changed since privatisation, often leading to limited amenities like water. However, with Tata's touch, Air India Express stands out by making a difference.

Passenger experiences with Air India Express can vary widely, ranging from mediocrity to misery and, in some cases, delight. I consider this small gesture of providing water to be a delightful experience. It reminded me that delivering more than what a customer expects is essential, and that’s precisely what I witnessed.

Though a 200-ml bottle of water may seem insignificant, the way it was offered made all the difference. Customer service doesn't have to follow a rigid template; it can create an emotional connection. This simple bottle quenched my thirst, inspired a story for my blog, and provided an example for my upcoming customer service programs.

M.L. Narendra Kumar

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