(1/4) Customer service is well and truly alive. Had a same day return flight from Blr to Mum. Witnessed the ripple effects of Delhi smog/fog. But hats off to the frontline staff at @airindia dealing with irate passengers with warmth and genuine empathy.
(5/6) - Operational excellence is hygiene, loyalty is a good hook,preferred slots and network tilts the scales but service is one giant killer. No competitor will touch it - everyone wants to copy the leader's efficiency.