The occasional light expression

I feel sad writing this post. After a rather interesting World Usability Day event last Saturday where we heard several claims and lists of features by the BIAL COO and future-CEO, I experienced first hand today several breakdowns and several experience nightmares at BIAL. Let me list a few here.

First, once I reached the boarding area, I neither found a complaint register nor anyone who knew where the complaint register was. Courtesy Mr. Amar Nair of the Duty Free shopping area, who was professional enough to escort me around to find the complaint register, we managed to get an official from the ground area. It turns out there is a complaint register that you can fill BEFORE you embark on customs and immigration. It also turns out that if you need foreign exchange and medical assistance, you should sort out all those existential issues out BEFORE you reach customs.The inside story is that the duty free shop boys end up helping out distraught passengers by running downstairs and getting medicines when any emergency help is needed. I fail to understand how the airport could have overlooked such fundamental issues.

Its 1:35 am and after several discussions with BIAL officials here and shop owners, I am convinced that the government and the official authorities of BIAL, despite tall claims about  the services being offered here, have not fully tried to understand what constitutes a superior user experience. THey have 1 hour free Wifi but they fail to advertise how one can access it. They have a Crossword and sell magazines, but you can receive change only in Dollars and Euros (sorry you poor Indian consumers with your depreciated rupee). They have shops selling all sorts of fancy jewellery and gear but not enough water coolers.

That’s it for now. I hope to blog more once I reach Hong Kong or LA, my next destinations on this short trip.