Let me just say it - Air Travel is becoming a mess. What was once a joyful experience is now becoming a dread. Unfortunately consumers have no say in it. We're at the behest of a crazily one sided ecosystem. For a 9 am flight, one's day roughly starts at 5 am and by the time they reach any destination it's past noon at least. Not to mention the crazy mafia of cabbies or the ordeal to get out of the airport post landing. This 8 hour ordeal is filled with a long journey to the airport, navigating through multiple ID checks, multiple bag screenings, security checks and no real assistance from the staff who only look at everyone as if they're doing them a favour. This, is assuming the flight is on time and all goes well. Now God Forbid, If your flight is delayed, your problems have begun to compound. You are now going to get sucked into the quicksand of an apathetic ecosystem. No clear communication by the staff, no empathy or aid to passengers who may either be old, unwell, travelling for a happy family occasion, a bereavement or even an all important work commitment. Why is this lopsided? - If you get to the airport even marginally after their long cut-off time, you aren't allowed to fly. But they can continue to delay flights without any intimation. - If your bag is even marginally heavier, they won't let it in without charging you. But, if you're carrying just a handbag on a full flight they'll bully you into checking that in, because "no space" - If you carry a bottle of a beverage, it’s considered a security threat. If they sell the same bottle at 5X the price, it’s convenience. - They can keep you on a stationery plane without air conditioning, food or even the freedom to use a lavatory. But the minute you show any frustration, they may take strict security action against you and perhaps even make you ineligible for flying. - You're at the mercy of an airline where gate changes, flight changes, aerobridge and bus changes are frequent and random. But if you miss any of these announcements it's your fault because we told you its a Silent Airport. - You have to book tickets and pay in full immediately, that’s fair. But they will return the money only in 7 working days after deducting crazy cancellation charges of your initial amount. In a lot of cases, any refund is given through discount vouchers and subject to terms and conditions. The worst part however is, no one knows a way out of this! Demand-Supply-Cost-Infra-Rules-Regulations-Safety-Security are all important and must be adhered to. Everyone's equally helpless. The only solution – Airlines - please, please, please – train your staff to be more empathetic, helpful and respectful to passengers and ensure the processes are all customer focused and not just cost focused. What's a process, can't be changed. But what can, is the experience you provide. Not sure if this will even make a difference to anyone, but that’s all one can do as a customer without much choice, right? Make a suggestion or voice a rant. An airline isn’t just about stuffing people in a metal tube and transporting them. It’s about connecting people to their loved ones. Parents meeting children in different cities, a couple celebrating a milestone occasion, a family having worked very hard to save up for this trip. It’s a celebration of one of mankind’s greatest inventions. @airindia @airvistara @AkasaAir @IndiGo6E @flyspicejet @DGCAIndia @consaff @LiveFromALounge @TheSanjivKapoor