I took my first flight ever in 2001. One of the soft benefits of choosing a niche career in Internet security used to be the paid-for trips to “cryptography conclaves” across the country – the real life equivalent of a ‘Big Bang Theory episode’. I was making one such sojourn from Chennai to Bangalore. 300 Kilometers for a crow. 45 minutes for Boeing – not exactly ‘Bon voyage’ types, but hey it was my first time ever in an airplane! I was genuinely excited.
They had me at Fresh Lime.
It was a Jet Airways flight and I had a lot of thoughts about the journey before I boarded. But a welcome drink wasnt one of them. For someone whose travels to Bangalore hitherto have been either in a ‘state transport corporation’ bus or a sleeper coach in Brindavan Express, I wasnt used to in-flight ‘anything’. So when the radiant smile asked me “orange, fresh lime or butter milk?”, I made a random choice at the time – “fresh lime, thank you”. Little did I know that it was a ritual I would end up following for years to come. It was a beverage befitting a great airline – you could almost hear it say “sit back, relax and enjoy me”. I would never ever know how their orange juice and butter milk tasted.
A perfect start to a ten year affair. I was smitten by most things about Jet Airways from that day – the yellow on white, the radiant smile, the classy magazine and even their Pongal-Vadai. It is not easy for an airline to find ‘True Love’, in our times. If you are a frequent traveler, that means about 7-8 ‘magical dates’ in a month. And thats not easy, what with the taxes, fog, terrorism, share holders and governments – ask Cinderella! But over the last 11 years, Jet remained my first choice airline, since that first date – business, personal, domestic or international. The reason was simple. All airlines screw up and Jet would as well. However, there was always a minimum service level beneath which a 9W experience would never go. Which is why it quickly became one of the brands I would trust Blindly – like Bose, Royal Enfield, Hamam, Southwest Airlines, Samsonite and Alacrity.
And I got used to the love. Many of times that I would have an argument at the check-in, an upgrade would wait for me at the gate. Every time a Mumbai flight got delayed, the Clipper lounge would make me feel at home. Hell, I even have the airport manager’s cell phone number and she would always pick up the phone and make an effort to resolve. I was a content customer. Something drastic needed to happen to shake my loyalty.
And happen it did. A few months back, I was buying tickets for my sister and four-year old nephew from Chennai to Delhi and back. As any self-respecting ‘mama’ would, I wanted them to travel business class, using my upgrade vouchers. And I planned meticulously for this (people who know me would find that completely out of character, but that’s for another day). I called Jet Privilege roughly 8 weeks before the proposed date. Strangely, they told me that all ‘voucher quotas’ were filled up for ALL days. I was baffled – 56 days, 112 flights and not two seats in business? Why were so many people traveling from Chennai to Delhi? It wasn’t even 2G season yet. Still, I gave JA the benefit of doubt and stayed on the ‘waiting list’.
A few weeks went by and I got a call from JP, claiming that they have blocked a few dates and that I can buy the tickets now. I was delighted. I booked the tickets in 5 minutes flat, beaming. Only to be told later in the day that I apparently booked a wrong class. The conversation went something like this (not verbatim):
Me: What class? I booked the ticket on Yatra. They don’t tell me ‘class’.
Jet: That blows, man. Hey, you can always book it on our site. We got ‘class’
Me: How much would it cost me.
Jet: Rs. XXX
Me: What the hell! But that’s only Rs. 200 below the actual cost of business class. Isnt this supposed to be ‘free upgrade’?
Jet: Shit happens, dude.
Me: but I am a JP Gold member and all that shebang.
Jet: That’s pretty cool, man. But it is what it is.
I was baffled. The romance was developing cracks. My family traveled ‘on time’ by Indigo and my wallet remained a tad heavier. But I did not give up. I tried many times over the next few months to exhaust my pile of vouchers – 5 days before, ten days before, one month before, 45 minutes before – but it was always the same set of responses:
“your class isn’t A,#,$,%,^,&,Y. Not even #,$,%,^,&,* or (”.
“Quota over”. “Full flight”
What I have learnt through all this are two things. One – there probably is no system behind the usage of upgrade vouchers at JA. IF there is one, it definitely seems as complex as the algorithm for building a large hadron collider out of confetti. Nobody at JA clearly has a clue. Two – The purpose of the JP program is not customer delight. It is more of ‘how can we create a perception of delight, without actually having to add value. Any value.
I started seeing others. A few dates with Indigo and even got Kingfisher’s number. And just like that, we broke up. (FYI Jet, it dint help that you changed the Fresh lime to LMN). After 11 years.
In passing, I wanted to share something that happened 5 days back. It was 12:30 AM in the night and I was supposed to fly to Mumbai early next morning on Air India. But the meeting had just got cancelled. So I called Air India (I know, right? Who the hell is going to pick up the phone past mid night in a state run airline?). Not surprisingly, the call got cut. I was about to go to bed, when the phone rang: “Hello Sir, I guess you were trying to reach us? Sorry the call got cut. This is Air India. How can I help you?”.
Airlines calls back? At 12:40 AM? What the fuck? What else have I been missing?