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Jet Airways redefined customer service levels

December 20, 2011
Subroto Bagchi, co-founder of MindTree Consulting, ranks Jet Airways 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 in the sky and on the ground. Nothing extraordinary today, but 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.

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

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