Cloudy with a High Chance of Rain

Air travel is a subject which Pepe (name changed) seems to have a "cloudy with a high chance of rain" view of.

Why?

The experience seems to be affected by what appears to be a series of manmade discomforting air pockets, both on the ground & above.

So what’s happening on the ground and above that’s making air travel so tedious?

For one, the most dramatic & traumatic event, 9/11 have added security layers to travel. The host of new security measures while enforced to ensure passenger safety remains an annoying and intrusive part of the journey. Did you remember that while in the rush of making sure the right version of the  business review powerpoint is saved that a 90ml shaving cream is in your hand luggage? No? So haven’t probably 99% of the people!

It’s also not a great feeling, when after all the hurry of dressing up to make it for the flight, you are forced to start removing & placing into a grey, rectangular plastic box your belt, watch, glasses & shoes! Scrapping security measures is not realistic. But the feeling is that these logistical extras need to be more sensibly and sensitively managed.

Another reason is the change in the airfares offered. Once a monopoly, the travel industry with entry of budget carriers and other international players have broken down prices. Lower prices automatically mean a more inclusive approach to air travel. This has altered the landscape of people who can afford the travel experience. But Pepe feels airlines and airports have not prepared themselves for the traffic surge.

“There’s a que for everything. From buying stuff in duty free, to making it through customs, to finding a taxi, the que is an annoying constant in my journey.”

He does though raise the point that travel experiences with British Airways, compared to Emirates proves to be less of a hassle because BA seem to better organized throughout the whole passenger journey - from the airport to the aircraft and beyond – and in a more systematic and sensible way.

He also reveals that he selects his flight based on their timings, just to try to beat the crowds and traffic as much as possible.

Adding to the stress seems to be airlines who have taken a nonchalant approach to their customers. “I expect them to take the stress out.” The choice of airlines then seems to be not dependent on air fare, but on how the carrier provides a more holistic offering to the travel journey.

Top of mind, he would choose a flight on British Airways & Singapore airlines over Emirates. “I don’t really feel safe on an Emirates flight and don’t get the feeling that the cabin crew is trained well.”

He explains a sense of annoyance in the first hour of an Emirates flight. “Once you enter the flight, the first hour seems to be quite painful with the plethora of announcements, video clips and then the carts being pushed up and down with items passengers can purchase. “No peace of mind!”

Pepe goes on to identify Emirates service as someone who has bought success ,not earned it and as a bank that treats its customer as numbers. He says they are cold and uncaring, “if anyone treats the passenger like “63 K”, it is Emirates.”

He also feels that both ground staff and cabin crew are simply not up to the mark. They are rude, behave like they are doing you a favor and not tuned to helping people. He cites an example of BA who, when the Economy lines are long and the Business or First desks are empty, will quickly invite economy passengers to check in at the other desks. This is all in the interest of speed, efficiency and ease of check in process.

The Emirates staff has no such thought, “they usually prefer to polish their nails than to go out of their way to help a passenger.”

A couple of service providers Pepe is happy about with are Singapore Airlines, Starhub & Intercontinental chain of hotels, because “they treat you like a human.”

It’s a case where, you reach a point where the price can’t make you close your eyes to bad service. You feel the service or rather the lack of it and when you’re seated amongst new people, flying for around 3 hours plus, at an altitude of 10,000 plus, "it’s not the money that makes you comfortable, it’s the people."

So how the airlines make you feel is key. It might be ‘cloudy with a high chance of rain’ for the moment, to get the silver lining, people investment seems to be heightened need.

- Aruna