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When I first started my blog, one of the articles I wrote was about United airlines and my disappointing experience with them. Almost two years later I had a chance to fly in another United flight on an international trip. And guess what, United hasn’t changed!

This trip was particularly interesting because I flew with 6 different airlines over a period of 5 weeks – Thai, Malaysian, Quantas, ANZ, Continental and United. And United did everything to be at the bottom of the list. While United charges equivalent prices as their competitors, here is how they serviced their customers:

  • indifferent flight attendants
  • messed up people’s special meals
  • low quality food
  • old aircraft
  • blanket of the size of a towel
  • freezing temperature
  • uncomfortable seats compared to other airlines

Thai probably scored the highest in all categories and Continental was the second best. Surprised that even though Continental and United merged earlier this year, yet there is such a big difference between the two? Well, key reason is that they are still operating as two separate carriers.

Just like thousands of other Continental customers, I am afraid that United will drag them down and Continental will lose their edge in customer service. The issues with United are not new. They started losing in the early 2000s and have never recovered. With the increasing fuel cost and turmoil in the airline industry, United has only focused on one thing – profitability at all cost. They may disagree with this but this is their customer’s view point.

With Jeffery Smisek (from Continental) as the new CEO of the combined company, there were hopes that he would turn around things for United just like he did for Continental. However, it seems like he got lost somewhere in the effort behind the merger and United has become even a bigger sick airline.

Quality comes for a cost. So does customer appreciation. If United continues to ignore both, they will probably see another phase of bankruptcy. And the saga will continue!

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Mujhe Maaf karna meri Zindagi
Kuchh berang sa ho gaya hoon main
Tujhe bahut Sambhaal ke rakhna chaha
Par bedhangg sa ho Gaya hoon main

Yaad karta hoon un dino ko
Jahan bas Tera hi khayal tha
Tujhse hi shuru karta tha din
Aur Tere paas aakar hi waqt rukta tha

Ab fir se wahi aane ki Chaahat hai
Tujhe fir se bahon main samaana chahta hoon
Bahut rahen ab tai hoon kar chuka
tujhe fir se apnaana chahta hoon

Woh anjaanapan ab kahin mita doon
Jo Gaya tha bhool, ab wahi hai bandagi
maanta hoon, jaanta hoon, pehchaanta hoon
Tu hi to hai meri Zindagi.

 

@saxenaas poetry 2011


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Social strata in Indian society are highly imbalanced. While a highly complicated religious caste system divides people, it divides them even further by occupation. Over the years additional complexities have somewhat crippled the common Indian society, and with the advent of internet age, the great social divide has now become a socio-economic divide.

Statistics say about 50% of Indian population is illiterate and below poverty line. And the other 50% is suffering with the stigma of an economic imbalance. So who is leading whom? Is it the top 5% who are carrying the torch for the entire nation or the top 40%? Either way less than one half of the population is carrying the load for the other half. And yet the nation is prosperous – at least on the global platform where stronger nations have struggled to perform in the last decade.

In the last decade, Indian economy has turned a corner. With the brilliant performance of software sector, improved exports and somewhat revival of agricultural sector, India has established itself amongst the top nations which are expected to lead global economy in another 20 years. But can it survive another 20 years at this rate? Can “40%” people continue to carry the load? I specifically call this a “load” because a country cannot just thrive on cheap labor at one end and a booming software industry at the other. Someday others will cut into the growing profits of software industry, just like apparel and agriculture industry. And government will only keep increasing the taxes because all other policies typically end up with corrupt ministers pocketing public money.

If you look at deeper into the issue, 50% people live below the international poverty line (about USD 1.5 per day). As for the other 50%, there is a classic socio-economic divide between the middle class and upper class. Middle class accounts for about 40% of the population while upper class completes the remaining 10%. There is no doubt, upper class has grown in the recent years but the per capita income difference between the upper and middle class is substantial. And the new-age theory of economics says “Rich only keep getting richer”. So if the economic climate is not being supported by the rich, it comes down to the middle class to keep it going. So in a society which is already divided by so many means, there is a big economic divide that makes it fragile.

In support of India’s growing economy, it is important that supporting factors like employment, education and population control are improved upon. If nothing else will be a roadblock, it will be population explosion which will keep increasing the socio-economic divide. Poverty and unemployment are only an ugly outcome of a population that is out of control. Government most certainly will not do anything to control the situation. So it’s in the hands of today’s 50% to do something – start a social campaign, support an organization, pay taxes, support domestic industries, support a school, sponsor birth control camps and more – make India proud!

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