You learn a lot of good things doing the most mundane things. I travelled yesterday on Indigo, one of the several so called no-frills airplanes yesterday, and I was very pleasantly surprised by the amount of thoughtfulness and innovation they embraced.

It started off at the check in counter. She looked up my name and asked me if I would like the same seat as I had requested last time (Aisle, front rows). I asked her if she had a window and she said, there’s one – but at the very end – would that be ok? The transaction if you note leveraged analytics (history of my earlier transactions), personalized recommendations (and with a default option – you can choose but if you prefer not too, there’s an informed choice available) and when I had a clarification. she provided some insight into the pros and cons of that decision. Very simple you feel – and I agree – and this was one of the best check in experiences I had had combining efficiency and personalization.

The flight started on time (big deal in India!) and interestingly the airline had bundled complimentary meals for all corporate flyers. Very simple if you think about it – but its a win-win really – and for a commercial traveler hurrying to catch his flight after a long trip and looking to get home at the earlier, these are big plusses indeed.

The surprises didn’t end there – just ahead of the landing, there was the usual communication on please switch off your laptops etc. However there was a simple twist (or maybe it was common, but I noticed it for the first time!) – the hostess reminded all those working on laptops to “remember to save their work” before switching them off. Thoughtful.

And the best part came right after. The last part of every flight ritual is where the hostess comes to collect any bottles/ packages etc. and is preceded by the usual announcement that the flight is about to land and hence this ask. The Indigo folks however told us they wanted their customers to enjoy the experience, and one of the ways they could best do was by “turning the flight around well in time – so could we please hand over any bottles etc. to make this possible?”. Great messaging.

Most business think cheaper, better (as in higher quality, not necessarily quality of experience!) and faster. I’d feel if they added “thoughtfulness” to the list of desired attributes, they’d end up making more of their customers smile in appreciation. You agree?

2 responses »

  1. trizit says:

    Brilliant one, and as you rightly mentioned they truly are trying to be the Southwest in India. Apart from lot of their innovations (which is why they are the only profitable airlines in India), these simple things of thoughtfulness is simple, yet powerful examples of innovating. I remember during a journey from Chennai to Pune, the Pilot , after the initial routine welcome note etc came on speaker about 20 minutes after the flight took off and started describing “Now we have reached xxxx feet above, and on the left side of our flight is the Tirupati town, and we are cruising just about closer to the holy place on our left….” and obviously half of the passengers on the left side in the flight looked down (though they couldn’t see anything due to weather) keeping their hands folded.. 🙂 a very customized thoughtfulness for Indians..

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