Recently, I chose to travel twice by public transport. Once from Delhi to Bhopal by Rajdhani and second time from Delhi to Mcleodganj by Volvo from the notorious ISBT.
When I reached Nizamuddin for my train to Bhopal, I felt I was part of a herd. No sitting space, dirty station, people have no choice but to stand or sit on filth.
The other experience was no better. The enquiry counter had one old stooge who wore the expression of being Mr knowall but in reality was an idiot who had no clue. The whole place is chaotic and everyone tries to fleece some money out of you as if you are some sacrificial lamb waiting to be slaughtered. The food is sub standard and expensive and served with an attitude that you are being obliged. The bus service was no better. Till the last ten minutes I was kept waiting for your bus number. If you miss it it's your problem.
How can we make things better so that tourists really feel incredible travelling in India?
Here are the 5 things we must do immediately
1. Be stern with the existing staff if they don't change just throw them out
2. Tell people that they have their jobs because of the travellers so they need to be grateful to the travellers and serve with courtesy.
3. Cleanliness and methodical processes don't cost money. One needs to change the way one thinks. It is not okay to be selling and sitting in a shithole and sell delicious items. The ambience needs to be conducive to the feel good experience
4. Irritated and frustrated customers will not help you in your business. Think long term and serve people rather than trying to act oversmart.
5. The audit has to happen regularly, sincerely and action taken severely. Only then the Stooges will learn not to be Stooges and influence the other Stooges to serve.
I hope someone from the ministry of tourism is reading it else all the Incredible India campaigns are just money down the drain.
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