Award-winning public health expert Dr. Soumya Swaminathan recently went online to express her frustration with customer service at one of India’s largest airlines. The ex-World Health Organization Chief Scientist reported her experience as frustrating and time-wasting in an attempt to upgrade her seat on an international flight.
Dr. Swaminathan, who was about to fly from Nairobi to Delhi, tried to redeem her earned frequent flyer miles for an upgrade. Although she was eligible and made an effort, the procedure was overly complex. She explained how she spent hours going back and forth on the airline’s website and on the phone, only to receive vague answers and no solution.
Her experience triggered a broad online outcry, with numerous other travelers identifying with her experience. The incident reopened debate on airline service standards, particularly in the way they treat loyal customers and the treatment of premium service requests.
After the public outcry, the airline had sent a brief reply asking Dr. Swaminathan for booking details and membership ID to examine the issue more closely. Still, the exchange brought forth bigger issues with respect to digital infrastructure, responsiveness in customer care, and the entire passenger experience.
Dr. Swaminathan’s comment is a reminder of the need for effective and compassionate customer service, especially in an age where digital convenience is supposed to make travel easier. Her tweet also contributes to the current debate about enhancing the service quality of Indian airlines on international routes.
