Customer Loyalty

I was coming back from Mumbai via Indian Airlines (now known as Air India). As you would have it, the flight was delayed by 90 minutes … the passengers were sitting in the flight without the airplane moving a single inch. Finally, when the flight reached Hyderabad, I took a cab to office, half the day was wasted … hrrrumph!!

On my way to the office, I receive a call from an Air India representative, saying that 4 air miles have been accrued to my account and I can check those at so and so url, all I need to do is keep my boarding passes with me. Just how idiotic is this … for travelling 1600 miles, I get 4 air miles … so after 400 trips with Air India, I will finally get one flight free of cost. That’s a discount of 0.25%

If only they can take that discount and use the savings to bolster their infrastructure and setup so that such flight delays do not occur. I would rather pay that discount instead of waiting those additional 90 minutes. Does the marketing department of Air India have a warped definition of customer loyalty?

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