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Jet Airways redefined customer service levels

Jet Airways redefined customer service levels

In the mid-1990s, customer service levels were set by monopoly providers such as Indian Airlines or public sector banks. In such a market, Jet Airways redefined it.

Subroto Bagchi, co-founder of MindTree Consulting, ranks JetAirways on his list of dream companies. Jet has lost some market value lately,but what impresses Bagchi is how its personnel look after passengers, both inthe sky and on the ground. Nothing extraordinary today, but in the mid-1990s,customer service levels were set by monopoly providers such as Indian Airlinesor public sector banks. In such a market, Jet Airways redefined it.

"The mostimportant thing for us was the word-of-mouth publicity that our distinctiveproduct and service combination generated, which kept our guests coming back,"says CEO today Nikos Kardassis.