Big brother is watching employees at India’s IndiGo and Jet Airways.
Several ’mystery shoppers’ are keeping a check on staff performance and reporting any lapses in customer service standards to top management of the two airlines.
India's two biggest carriers by market share have appointed auditors to monitor their services and ensure employees are adhering to prescribed standards, informed sources told the Economic Times of India.
The auditor will send these 'mystery shoppers' on flights across the airlines' domestic and international network.
Posing as normal passengers and armed with smart phone cameras, the shoppers will nitpick on every aspect of the airlines' services — from ticket booking to in-flight services — taking copious notes, snapping pictures, recording conversations and shooting videos.