Flying Trouble – Part 3

It took 4 hours of pleading, cajoling, persuading, talking for us to finally get our boarding passes for an Air-India flight that would go from Singapore to Mumbai, via Chennai. The alternative was waiting an additional 12 hours at the airport. It was a no-brainer.

As we waited, it became quite clear that the airlines processes were quite messed up. As someone commented, the least they could do is to fix their text interfaces on their terminals to make it graphical so they could do things faster! It takes an incredibly large numbers of letters typed on a keyboard to check someone in. And if there are exceptions, there are the inevitable conversations with a fellow agent to figure out the magic sequences.

We made it to the Air India gate 15 minutes before its departure time. There, too, the agent could have used triage and handled the Mumbai passengers first rather than the Delhi ones since our flight was leaving an hour before the Delhi flight. But, it was first come, first serve. We just about made it – helped a little by the fact that Air-India’s flight was delayed about 15 minutes.

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Rajesh Jain

An Entrepreneur based in Mumbai, India.