Angels in the Sky

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Ihave been flying since 1973, my first flight was Delhi–London–Delhi. Over the years I have been observing carefully that the entire crew coordinates very well with a strong team spirit, each realising the pressure of the other. While most of us over-relax, over-expect, there is a lot of tension during the service hidden with a smile. The announcements are made before takeoff, during the flight and before landing, the cockpit service is carried out with a subtle formality which is so beautiful in spirit. Over the years one has also observed rude behaviour of so many passengers. The politicians get noticed, the rest escape. In an Indian Airlines flight from Delhi to Bhubaneswar, several years ago, a passenger in his late 50s shouted at a crew member for more than ten minutes. He was repeating it over and over again, ‘I pressed the bell more than five minutes ago, why did you take so much time to come?’ Many a time, most passengers feel over-empowered to behave the way they wish to, giving the others a feeling that they own the plane!

It was a great blessing to have travelled by the Indigo flight (6E 667) from Delhi to Chennai on December 9, 2017. The cabin crew took great care of me during the flight. I was waiting for the wheel chair in the aircraft, the members of the crew kept talking to me. The captain and the co-captain came out of the cockpit. I complemented them for a smooth landing. The senior appreciated his junior realising that she could not say in his presence that it

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was her effort. The captain pointed at the co-captain, ‘it was her touch Ma’am’. The co-captain shared with me her experiences, ever since she started flying in 2011. Both of them also waited with the crew till the wheelchair came. We all travelled in the coach to reach the arrival hall. I was so touched. Each one had treated me with respect.

I travelled back by Indigo flight (6E 698) from Chennai to Delhi on December 11, 2017. It was an experience which was as beautiful as the earlier one. The members of the cabin crew took care of me, while waiting for the wheelchair, one of the crew members asked me if I was in their profession earlier. I was taken aback and asked her what made her think like that. She said ‘‘Ma’am you are beautiful and positive’. I felt embarrassed. The fact is that whatever I say or do, it is from my heart. I wish to remain good to as many people as I possibly can. I like to stay away from people who gossip or engage negatively about other people, incidents, etc.

I also wish to acknowledge my experience on a Honolulu- Tokyo flight on June 27, 2018 which could not land due to high velocity winds. The flight was diverted to Central Japan International airport Nagoya and the flight took off for Narita hours later. I discovered that the connecting flight for Delhi had departed. I admire the silent and efficient management of a massive operation to provide support to hundreds of passengers from so many delayed flights. Immigration, next day’s check-in preparations, transport and stay in beautiful hotels was effectively handled.

I experienced the goodness of an old Japanese lady passenger, and a young Japanese man sitting next to me in the aircraft. Both made continuous effort to provide support to pass on a message to my son in Delhi. Both had the language barrier, they crossed it by using an App which translated Japanese to English. It was important for me to let my son know about the possibility of a delayed departure or cancellation of Tokyo–Delhi flight while we were at Nagoya. I could inform him only due to the goodness of my co-passengers.

I have experienced exceptional care and sensitivity of All Nippon Airlines (ANA), a Japanese airline to the wheel chair

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passengers. I choose ANA because I feel secure in the presence of a highly dedicated crew.

The entire staff of the airline at the airport worked as a team with the airport staff without any noise or fuss. The whole process was so peaceful. The hotel staff was welcoming. I did not feel hassled as a wheelchair had been arranged for me. I was blessed to experience a major operation at the airport without feeling any tension. Later a young engineer Eugene Kurtz provided support in the coach and in the hotel with an affectionate spontaneity.

I have loved my flights with Indian Airlines and Air India, our national carrier. The professionalism of their crew and the pilots has often gone unnoticed. They have always provided relentless support in bringing the critically ill patients, ensuring priority landing and an ambulance ready to transport the patient to a hospital. I respect their service even now, when the future of the airline is so uncertain in terms of its survival. However, when I leave the plane, I do let the pilots and the crew know that I have been praying for long and continue to do so that Air India survives. Needless to say that it is a learning that even during so much of uncertainly your dedication and spirit during flying is exemplary!

It is Air India that has the daring to pick up passengers from Wuhan, other countries while the private airlines refused to carry passengers during the COVID-19 pandemic I wish the government and citizens of India are able to appreciate and start respecting our national carrier. Arun Sharma, a senior ground staff of Air India has always responded to my requests and helped me for years. He feels proud along with many other colleagues that ‘Air India is what no private airline is’!

I have not forgotten the goodness of many a crew members of Air America and Air Canada flights where they have been very kind to me in so many ways.

The recent October 19, 2019 experience of Air America’s Toronto-Chicago flight was beautiful. The Captain had seen that I was in the wheelchair. He welcomed me with the crew, gave me his hand. On landing, he was leaving, but came back to make a phone call and let me know ‘your wheelchair is coming’. He waited for me to leave and warmly said ‘Goodbye Ma’am’.

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Capt Anil Israni

Capt Anil Israni, meeting you was a beautiful experience and an opportunity to learn so much. You showed an exceptional patience as you waited for a number of wheelchair passengers to get into Air Vistara aircraft (UK960, Mumbai–Delhi flight on February 20, 2019).

I was the last to go in, when I asked you if you were not tired of waiting, you replied that passengers are always your priority. Fortunately, I had a chance to talk to you for more than an hour and a half when my seat was changed, next to yours. I learnt that you were flying to Delhi to fly for the next five days from Delhi to Chennai, Port Blair, Kolkata, etc. You shared with me your experiences of flying nationally and internationally, long flights in South America and to other continents. You worked with Air India for 14 years and had the honour of having a former Prime Minister on-board several times and a former Minister of Commerce & Industry on-board on three occasions. You had several proud moments and challenges during your long years of flying the national carrier. Working with Indigo for seven years was your first experience to fly with a private airline.

During the conversation you remained calm, came across as a beautiful human being and a committed professional. You are well-spoken and well-read person. You discussed the challenges of flying, but added that all those get addressed with years of experience, presence of mind and instant but practical decisions. You also shared that adequate sleep before the day long flying needs to be ensured by the pilot. Your father, who retired as an engineer, wanted you to become an engineer as well, but you had a dream to fly which was realised with the help of your mother’s sister. You lost your mother decades back. I could feel your sense of loss. You are happy because flying is your passion for which focus and commitment are essential. We talked about books, old English songs and travel.

You shared that you receive weekly manual on every Friday which needs to be carefully read, internalised and followed. You have to be responsible for it. You also have to take an exam every

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six months. The training is an on-going process. I learnt that there is a lot of accountability and responsibility in the job of a pilot. There are lot of professional challenges and too many formalities before takeoff, mid air and before landing.

I had left my book Happiness by HH The Dalai Lama, my reading glasses, and my personal diary with my poems and articles, in the front pocket of my seat. While the response of customer relations of Air Vistara was mechanical, Captain Israni, you followed it up with the ground staff and the duty manager. You took so many extra steps to ensure that I found my belongings which were precious for me. A great message that you passed on was that professionals can take extra steps to make a meaningful contribution and find solutions. While I begin to get restless after two hours of flying, a little more in long international flights, I do worry about pilots who stay in the cockpit throughout, not having the choice to move out even when there is always a co-pilot! This issue needs to be actually addressed. Long hours of sitting leads to fatigue, back pain and stiffness.

Meeting you, your wife Kavita, Kanishk, your father, Kavita’s parents and her sister on Ganesh Chaturthi in your house was overwhelming with each one’s love, care and respect. I could not meet Jai as he had gone back to IIT Bombay, where he is pursuing his studies in Engineering. Your father at the age of 80 plus is spending time meaningfully. He has been ironing your uniform for years, it is always kept in his cupboard because he is up at 4 am when you leave! You are ever grateful to your father who spent a huge amount on your training to be a pilot. While you were waiting for a job, you set up a class at your house to train 100 young boys to become pilots, and, paid for your younger brother’s fee to become an engineer. Your sense of responsibility and gratitude is great.

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