What makes Kingfisher India’s favourite airline

Why so many passengers rate Kingfisher, launched on May 9, 2005, as India’s best airline? It was liquor baron and Kingfisher Chairman Vijay Mallya’s birthday gift to his son Siddharth on his 18th birthday and Mallya, often called the King of Good Times, wanted an airline that lived up to that catchline, reports Lalatendu Mishra. The best and the rest

They value details. This gives you a feeling that someone is there to care,” says New Delhi-based ad film producer Abhishek Chauhan, who has been flying Kingfisher Airlines for four years.

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Speak to other passengers, and the response is usually as positive, sometimes even gushing.

This explains why so many passengers rate Kingfisher, launched on May 9, 2005, as India’s best airline. It was liquor baron and Kingfisher Chairman Vijay Mallya’s birthday gift to his son Siddharth on his 18th birthday and Mallya, often called the King of Good Times, wanted an airline that lived up to that catchline.

“At Kingfisher Airlines, the guest (flyer) remains at the core of everything we do. Our endeavour is to make flying a pleasurable experience and, along the way, delight our guests in whatever way we can,” Mallya tells Hindustan Times.

According to the Hindustan Times-MaRS Consumer Satisfaction Survey, Kingfisher is the airline of choice on parameters such as flying experience, check-in process, approach to customers, in-flight entertainment, airport baggage service and arrival services. It comes second to Jet Airways in flight boarding and is the joint leader with Jet on cabin crew.

“We have introduced a host of innovations that are market-firsts. We treat those who fly with us as honoured guests and serve them the finest food. Before and after a flight, they are treated with the full complement of ground services. We offer our guests the promise that they will be treated with dignity, respect and care. More importantly, we give our guests the best value for their money,” Mallya adds.

Passengers across the board rave about the food served on Kingfisher. And everyone we spoke to for this report says the airline is very child- and elderly-friendly.

“There are attendants at hand to help with luggage and children when you arrive,” says Anindo Chatterjee, a Kolkata-based consultant working with DFID, who frequently flies on the airline with his family.

Ajay Prakash, chief executive officer of Mumbai-based travel agency Nomad Travels, feels Kingfisher’s valets (porters and loaders) make a great difference for guests. “Kingfisher does a little extra, which passengers like. It is also seen as a glamourous airline and people do like that, too. Then, of course, it serves excellent on-board cuisine,” Prakash adds.

The smartly turned out air-hostesses add to the glamour quotient. Kingfisher also scores over other airlines on in-flight entertainment – it offers some of the latest films.

“The inquisitiveness about Mallya and his lifestyle draws a sizeable number of flyers to Kingfisher,” says Ankur Bhatia, managing director, Amadeus India, the country’s largest online reservation system. “Given an option, I prefer Kingfisher. It is much better value for money,” he adds.

For Mumbai-based exporter Rajesh Verma, Kingfisher is the best due to its competitive fares and hygienic washrooms. “Their service attitude makes all the difference. I will prefer Kingfisher even if the fare is 5 per cent more.”

Old timers at Kingfisher say that the airline became instantly popular with the masses since Mallya himself started greeting guests on board at least once every fortnight for the first six months. Mallya, who himself enjoys a great lifestyle, also ensured a good time for passengers.

The greatest praise came, surprisingly, from a competitor — the head of, arguably, the only airline that can match Kingfisher on most parameters.

M. Thiagarajan, managing director, Paramount Airways, says: “Kingfisher changed airline terminology in India — it calls its passengers guests. While we at Paramount cater to the aspirations of the business class passenger, Kingfisher has done it for everyone. It has tried to add innovations to conventional air transport. They have changed the way Indians fly.”

So, despite being awash in red — ironically, its colours — Kingfisher remains the airline of choice in India.