June 13: Passengers of the state-owned Indian Airlines gave higher scores to its competitor and the only private operator in the fray, Jet Airways, in a survey commissioned by IA.Sitting smug after the collapse of private air taxi operators, IA, though continues to be the most travelled airline, is facing a tough challenge from Jet Airways, according to the survey conducted by Indian Market Research Bureau (IMRB).A majority of IA's Executive Class passengers, the most wooed section among air travellers, voted Jet Airways as the most preferred airline, though IA's performance is rated slightly better than the competition by the frequent fliers in its Economy Class.``The rating of IA for overall performance is still respectable at 4 on a 5 point scale but there is a drop from the earlier rating of 4.1 (in mid-1996),'' the survey had warned.A note issued by IA's deputy managing director, P J Crasta, stated that when the image rating drops, every attribute including physical parameters which remain constant, are perceived in a worse light. Consequently, the study points out, ratings in regarding comfort of seats, leg space and cabin maintenance have all dropped. IA's passengers have also expressed dissatisfaction over the quality of the meals served aboard the airline, the attention given by air-hostesses and the appearance of the air-hostesses.Service provided by the ground staff is also deteriorating, says the survey. It reveals popular disenchantment regarding the airline's check-in procedures, time taken for baggage clearance and attitude toward passengers.Incidentally, at a time when IA has clocked impressive on-time departures, passengers have a poor perception of the airline's punctuality record. Their perception of IA's safety record is rated at 3.8, a drop from 4.1 earlier on a scale of five. ``This is a very worrying trend because safety is the major product advantage which the state-owned airline has always enjoyed,'' the internal circular notes.``It seems that Indian Airlines is taking its leadership position for granted and has given an open invitation to competition to invade,'' the study noted. The survey recommended that IA carry out a concentrated programme of monthly product improvements and apprise the target audience of the same.Following the survey, IA management has begun a public relations exercise to provide instant information to passengers relating to inquiry and reservation. The management has also asked its check-in staff to address passengers by name and be courteous to them. Senior managers have also been asked to take action against employees who are not courteous to passengers.Despite the survey giving higher scores to Jet Airways, the state-owned airline signed an inter-line agreement with its competitor last month. According to the agreement, both the airlines will accommodate each other's passengers in case of delayed flights. Similarly mishandled baggage and essential spare parts of either airline will be transported by the other, the agreement stated.
