Column

Slowly but surely the discoloured, don’t care, chalta hai mood that India has worn for so long when it comes to its services, is changing.

Last week, on a very rushed visit to Paris, to address a group of luxury brand
executives on behalf of an academic institution, I travelled Air India.

Past experience made me wonder if I had done the right thing to decide on the carrier — the trip was rushed, stressful and brief, and comfort was imperative. But the time and money factors favoured the airline, and so, courage in hand, I ventured towards the check-in counter.

I need not have worried. It was as if a magic wand had been waved over everyone who wore the airline uniform. An attendant materialised, whisked my strolley away, put it through the scanner and scurried, with me wonderingly following, to the check-in counter. I got the window seat I asked for, a smile was thrown in…. the latter, in that place, rarer than the former. And even as I checked my boarding pass, the attendant asked for my passport, and filled my immigration form!

Wonders, I thought to myself will never cease.

They did not, the flight was comfortable, the seats reclined as ordered, (though the gentleman in front had a seat with a mind of its own), the little screen in front showed me a movie of my choice, and all through, the staff smiled, and ensured my comfort continuously.

The unsmiling, reluctant attendant that had been a seeming permanent fixture with the airline had been transformed!

It was pleasant, more so because it made me happy to note that all this was happening in an airline that we Indians can call our own, and if the magic continued, do so with some pride.

Especially since, some of the other airlines seem to have caught the older bug and have severe attendants who almost bark when asked for help.

That was one surprise.

Another came two days ago.

I was invited to Calicut, now Kozikode, to address students at the IIM there. I have never been to North Kerala and the idea was interesting.

I realized how little we, as Indians, know of some parts of our own country.

The airport was amazingly laid out, the gleaming tiles, the posters, the fresco on the wall that most tastefully brought in elements of Kerala’s culture were all dazzling examples of how money can be put to public use. The international airport at Kozikode put our own CST to shame, as did the travellers, many of them bound for the Gulf to take up jobs. They were quiet, disciplined, and there was no litter, no clutter, none of the things one expects in a public place with such high traffic.

Back at Mumbai, at Sahar airport, I queued up for a pre paid taxi. Again, the same sense that change had improved things came to me.

The board above the counter clearly explained that the money paid was full and final payment for the taxi hired; and that the passenger should hold on to the receipt till his “safety and the safety of the luggage was ensured at destination”.

Such a change from the earlier, take it or leave it attitude that left tourists at the mercy of touts and unscrupulous taxi men. The receipt also gave numbers to call in case of complaints, which again was a big jump.

I remember in the past, how I have berated policemen who would take down a passenger’s name, but not information on where the passenger should complain, should the need arise.

The long lines of dug up roads for the metro, also held notices, of how the metro would change transportation, how it was environmentally sound… Of course time will tell if these claims prove true.

But verily, I thought to myself, the age of communication has arrived in India at last. And the common citizen will finally be in the know of what is happening around him.
It was a small beginning, but one that makes me believe that given time and a slow but sure attitudinal change, India would find a new identity, where motivation will rule rather than take it as it comes.

Email: ssaran@dnaindia.net