With a clean sweep of all the four metros, Jet Airways has emerged as a clear winner in the HT-MaRS Airline Survey. Passengers across India have given the airline a resounding thumbs-up.
“Whenever I have flown Jet, the service has been consistently good. They are helpful and considerate. And the uniforms of the flight crew are pretty good too!” said Ankita Biswas, a management student.
Jet has dethroned Kingfisher Airlines across various survey parameters such as cabin crew, airport services, and check-in process from the 2009 survey.
The overall satisfaction score for both, Jet and Kingfisher have risen, but the rise has been greater for the former. For Jet, the 2009 score was 786 points compared to 806 now, indicating that the airline has been able to deliver 'the joy of flying' that its tagline promises.
“I prefer Jet because they offer great customers and lounge services,” said Ram Mohan, 55, a software consultant.
Attuned to market needs, the airline has continued with Jet Konnect and JetLite in sectors where full service carriers do not operate and has also ventured into international operations.
But while Jet has shone on the international front, it has lost some of its home ground. “Jet has been focusing more on their international operations. With the entry of Indigo, Spice and GoAir in the domestic operations, the game has changed.
But Jet still has high standards and professionalism”, said Kapil Kaul, CEO South Asia, Centre for Asia Pacific Aviation.
With all the praise, there is still room for improvement. “The food has become progressively worse and they need to do something about it,” said Biswas.
With the competition nipping at its heels, the airline has its work cut out. But it is clearly advantage Jet for now.