Something struck me on one of my business trips, warping through the portals of one airport after another. Service seems to be non-existent at airports, or the traveller has a tendency not to notice.
Using myself as an example, I essentially go through two phases whenever I travel: the Exit Phase – heading toward a destination and the Return Phase – returning from a location. In the Exit Phase, I only have one unwavering objective; to get to my destination as quickly and efficiently as I can. Thus, in addition to thoughts and details of my business trip, my mind is one complex myriad of checkpoints where I check my progress on my watch and then synchronizing with the handphone.
I find myself speed walking (I can almost feel the wind in my face from the speed) from one point to another so efficiently I could put any Olympian walker to shame. Only to be at the mercy of the airline to ensure I arrive at my destination as scheduled.
Boarding the aircraft, I find myself reeled back reluctantly like a dog on a chain to a slower and (unappreciated) relaxed pace. Instinctively, I want to jump into the pilot seat and taxi the plane to a take-off! Instead, forced smiles welcome me into a galley of travellers who are exhibiting hostile but civilized behaviour jostling for a share of space in the overhead storage compartments.
This experience is painfully reconstructed and revisited for the Return Phase, except my main objective has changed to seeing the smiles of my wife, my 9-month old and the comforts of my bed.
Business travellers are more interested in the efficiency of the service rather than the softer side of kindness. Save the smiles for the casual traveller, I say. I’m more interested in if everything’s on time. Airports should introduce separate operating procedures for business and casual travellers. Have a different schedule for business travellers where everything is to-the-dot. Give us a later boarding time; disembark us from the aircraft first.
We should have a sign to indicate we are returning from a business trip, so we’re not bothered with the soft drinks and peanuts. Let us sleep. We want to get where we’re going.
