What would you have done ?

I traveled MUM – DEL on work today. Since my preferred airline is still trying to get back to their usual routine, I decided to fly another airline – let’s call it Red Airlines.

All was smooth at the check-in counter, boarding etc. I boarded and occupied my seat – 3C. I had paid a small fee to get a seat with extra legroom – let’s call this service RedMax. Soon after I had been seated in the aircraft, two individuals shortly came to occupy seats 3A & 3B.

First – a lady who quietly came and occupied her seat – 3A.

And then a gentleman who had his employer’s tag on his neck, which happened to be the same Red Airlines. Since I was seated on the aisle seat 3C, I had the full view of this individual enter the aircraft, exchange pleasantries with cabin crew, and then also enter the cockpit! Possibly he himself was a pilot and knew all of the crew. Not sure that was the right thing to do in the first place? I definitely wish to be educated if this is allowed as per flying rules. After a bit this man came and seated himself on 3B next to the lady on 3A. They both chatted for a bit.

Shortly afterwards, a cabin crew member came offering water in cups neatly laid out on a tray to the RedMax passengers and then soon disappeared back into the front area where the cabin crew were preparing for take-off. Very soon another cabin crew member arrived with two bottles of water (Bailey-500 ml) and offered to the gentleman from the Red Airlines seated next to me. He took one and returned the other.

Soon after, another passenger entered the aircraft.

He was with his family – wife, about 8-9 year old child and an infant daughter. As soon as he entered they requested the cabin crew to help. They had 3 seats – all middle in 3 different rows of the RedMax seating area – 2B, 2E, 3E. Cabin crew looked around helplessly and suggested that he request the passengers. The lady with the infant called out openly if anyone could help them get 2 seats together.

I offered to move. But they needed 2 seats together and I was on aisle- 3C. One more passenger agreed and offered his seat – 3D aisle seat in exchange for 2E.  So finally the family had what they wanted – 2 seats together – 3D & 3E. All this took maybe 7-8 minutes but the anxiety on the face of the lady with the infant was so obvious that anyone would be concerned and looking to help!

But NOT the two employees of the Red Airlines seated in RedMax – 3A and 3B! All the while they continued to look the other way as if they had heard nothing. As I write this account while still on the aircraft, I just discovered that the lady seated on 2A also happened to be an employee of the Red Airlines. None of these chose to help the family!!! (2 A / 2B would have also worked) Even she (on 2A had chosen to not bother). Later I did observe that the lady on 2A (window seat) offered her seat to the child! (saving grace)

The family still traveled comfortably and reached their destination. Could they have also left the aircraft with a very different feeling about the experience on the Red Airlines ? Was an opportunity for customer delight lost?

All 3 employees of the Red Airlines could have easily offered to help by shifting seats. Should the employees of the Airlines not have cared for passenger convenience before their own? Especially given the situation? Were the employees of the Red Airlines off duty and so justified in what they did? Or did they carry a responsibility even as they traveled as ‘passengers’ on the aircraft?

Secondly I was left thinking if I was a second class passenger (over the employee) even after paying for my ticket and RedMax service which promised differentiated service (I am thinking about the glass of water vs a bottle for the Red Airlines employee). But of course I like the fact that I helped reduce use of one less plastic bottle!

What do you think ? Am I getting too worked up about what I saw ? Or was there a case for this note ?

What would you have done ?