Edition 23
Compared to the first half of the year, I had a sudden spurt in the flights I took in the last two months. The choice of airline continued to be IndiGo – for either monopoly routes or convenience of timings. I noticed the fall of standardisation and a rise of variable operating procedures at IndiGo.
Recently, the airline revamped its food offerings in which it “curtailed” its menu, stopped sale of “beverages” and made it as a complimentary offering with a food item, moved from a can of cold drink to serving the drinks in glass – naturally for better margins. The food quality and selection is one part of the story, while the service – another.
What did I notice? Cases where the pre-booked meals were served first, pre-booked and buy-on-board being served together, the cart not rolled out at all with only the pre-booked meals being served and in the latest instance – only food being served first with the drinks coming in later, most possible variations have been seen.
What has also been an interesting observation is that the quantity. I have seen as many variations in the quantity of the cold drink as flights. It has ranged from really full glass to just above half, with what I perceive as factors like how much is left in the bottle, how many more to be served, possibly taking over the human brains over “a full glass” everytime. The comparisons have always been on the same sectors and not short vs long or vice versa.
For an airline which grew on breathing SOPs, this has come as a surprise. This takes away the “predictability” part for which people have flown IndiGo in its early days, till it became indispensable due to its expanse and reach. I strongly believe that the airline will get more pre-bookings from passengers if they are told that they would be served before the Buy-on-Board customers.
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