nomad4ever

Flying from Singapore into Chennai, India, we took Tiger Airways, one of Asia’s most successful Budget Airlines. Operating out of Singapore you should be able to bank on its efficiency and service quality.

It seems with Tiger Airways efficiency is going sometimes a bit too far, up to the point when you as the passenger feel harassed or bullied and more of a necessary hassle for the airline than a human being.

I want to introduce one example of an Airline, from whom Tiger Airways could learn a great deal about Courtesy, Professionalism and Service Quality.

But first, let me explain a few things, which really make Tiger Airways look poor:

• No problem that they use the Budget Terminal of Singapore’s Changi Airport. It should be a simple, neat and efficient tool. Of course NOT if you only open 2 counters with hundreds of passengers already queuing. It will get a bit tight towards the end. We were in for a 90 minute wait among all other travelers, as the flight was obviously sold out.
• Tiger’s standard luggage allowance is now only 15 kg per person. Extra can be purchased in 5 kg steps. Seeing the countless bags and coffers of passengers in front of the check-in, one could wonder if anyone would get along with the standard allowance on international routes. But then, competition is cut-throat, right?
• That’s why we had purchased additional 5 kg per person, bringing the total tally to 40kg for the 2 of us in one big Bag. This our only bag had actually 37 kg, well below the 40 kg allowed. No problem with ValueAir coming from Bali or any airline before or after. Not so with Tiger. One piece of luggage can have here only 32 kg. So having Q-ed for 90 minutes we were asked to repack, because all our luggage was in only 1 bag, which exceeded 32 kg. Otherwise we were told, that they would not be able to transport us, ticket and upgraded weight allowance whatsoever. Hello? Where was that in the fine print? Did you ever repack your plastic-tape-sealed luggage in front of check-in without having another bag to check-in? All within 10 minutes? Simply great!
• Let’s not complain that you won’t get a wet towel onboard anymore or have to pay even for water on a 4-hour flight. That you won’t be able to chose your seat (you can when booking, for an extra fee) but are punished for causing them troubles with your luggage by being automatically banned into the last row, just before the leaking toilet cabin. At least the stuff tried to cover the horrible smell by spraying room spray every few minutes during the flight. Oh well, I shut up already, after all it’s just a Budget Airline, right?

Let me show you how a real professional budget airline could look like: welcome to India’s Paramount Airways!

Tada! Paramount offers business class service for a budget price.

We booked this Airline from Chennai to Goa, as it was the cheapest direct option, compared to its competition Kingfisher, IndiGo, SpiceJet and Air India.

Now let me tell you, what cheap means for Paramount Airways (listen carefully Tiger Airways!):

• Upon check-in there were 3 counters open (for a 86-seater Embraer 170/175, instead of 2 for an 200-plus-seater Airbus 320)
• As there were 4 parties in front of our Q (which was the longest one), we were approached by an airline representative in suit and tie, if we want to join him for a quicker check-in at another counter some 20 meters aside
• Upon agreeing - this airline representative took over our trolley and moved our luggage himself to the other counter and made sure, that everything was properly checked in and taken care of
• The luggage allowance was 30kg per passenger on this domestic, 75 Minute flight. Sure enough people usually need less luggage on 4-hour international routes, rrright Tiger? Kah-shinggg!!!
• As the flight had a delay of 15 minutes, we received a courtesy voucher for snacks and drinks in the departure area (no kidding!), which we exchanged shortly after into Hot Curry Samosa Puffs, Coffee and Masala Tea
• During boarding there was again the suited airline representative, who made a Japanese-style kotau, apologizing to every passenger for the delay. I’ve never seen anything like that outside of Japan!

Now to the best part, the plane and the flight (1 hour, 15 minutes):

• The airplane (a modern Embraer E-Jet 170/175, almost like a corporate jet) had spacious leather seats and only 2 rows left and right of the isle
• Besides an entertaining Airline magazine (Jetstar is good at that as well, Tiger features mainly advertising in theirs) - every passenger had 4 newspapers to choose from, 2 in English, 2 in Hindi
• Before take-off you got a wet towel to refresh yourself, and a glass of lime or coconut juice
• 10 minutes after take-off the stewards laid out a white fabric table cloth for every passenger
• You could choose between a vegetarian or Indian chicken dish, wish tasted simply great, with yogurt and a sweet dessert as side dishes, some of the best airplane food I ever had besides Singapore Airlines
• Did I mention that the food came in white porcelain (!) cups/plates with real metal cutlery?
• Hot coffee or tea was served with the meals, an extra bottle of water and sweet candy was offered after the tables were cleared
• After meals the crew even handed out a scratch-card lottery ticket when suddenly the flight was already over
• Upon touch-down I had a last glimpse into the in-flight magazine, noticing that Paramount is in its 3rd year of Business and in black figures already.

How is that even possible?

Anyway, this Indian airline - Paramount Airways - blew me away with its outstanding full service quality for a budget price.

I’m fully aware, that my complaints above regarding Tiger Airways are maybe a mere cry in the rain; that those issues you might have to accept in these days of cut-throat competition in the international airline industries.

But an outstanding Service Attitude as exercised here by Paramount Airways only amplifies the problems of other airlines and shows what an impersonal and stingy bunch of number crunchers the likes of Tiger Airways have become.

I just wish that Paramount would fly international routes (especially to Singapore) soon. There are talks they they are planning to expand internationally by 2011 with routes to Europe and South East Asia.

They would blow mediocre budget players like Tiger Airways out of the water and give them a run for their disenfranchised passengers.

Amen and out!

If you enjoyed this post, make sure you subscribe to my RSS feed!

Related posts:

1. THAI Airways calls for 3-hour check-in
2. Cloudless Sky ahead for Lion Air?
3. What is currently the safest airline in Indonesia?
4. Would you fly a Budget Carrier long-haul?
5. Try these 7 incredible Indian dishes for your instant OM! moment

written by Chris