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Lobby View
Welcoming foreigners as friends
At a recent seminar of the hospitality industrialists in Singapore, a general
manager made a pointed reference to the recent advertisement titled, 'Atithi
Devo Bava' by the Indian Tourism department stressing on the hospitality, which
taxi drivers and tourist guides should extend to foreign visitors all over the
country. "In fact, it is exactly this approach which is absent in India
where foreigners are exploited by such service providers. The very need for
releasing a basic open advertisement in these days of advanced tourism management
shows how poor the situation is," he contended.
Now, the advertisement is not appearing, but the truth of the matter stands.
I have come across many instances where foreigners have been cheated by those
claiming to provide hospitality services. So much so, tourism advisors are issuing
several notes of caution for travellers to India. In France, for instance, I
had seen a note advising travellers to India to bargain while fixing up the
taxi fare or if the meter is used, to have a prior grasp of the possible tariff
for the destination. In Rotterdam, Else Kodde, a travel operator, told me, "We
advise, more so single ladies travelling in India, to be strict with taxi and
rickshaw drivers right before entering the vehicle. That way, they can leave
an impression that they know what's going around".
In Mumbai, some foreign travellers tell hoteliers that they are troubled by
the taxi drivers to give them tips in dollars.
Considering that cab and auto drivers are the first contacts, the tourists come
across in the city, the impression left by them is important. Even in pre-paid
taxi facilities, there are complaints of the drivers insisting on fancy tips
at the destination. It is not just the tips, but the explanation the drivers
give that casts a poor image about the tourism management of the country.
On the other hand, there are a number of lessons this segment has to learn from
their foreign counterparts. In Singapore, I signed for a taxi to stop, but the
driver rode past. I took out my small pocket jotting book to see the phone number
of my hotel to phone to say where I was, but quickly, the cab came back to me.
The driver opened the door and apologetically said, "I am sorry, I was
driving fast for my quick lunch when I missed your sign to stop. Soon, I realised
my mistake and am back here. Please forgive me and make no complaints".
He, of course, took me to my hotel. He thought that when I took out the note
book, I might complain to the authorities!
In Shanghai and Beijing, I had a few instances of the drivers taking me to a
wrong hotel and when I refused to get down, they went to the hotel reception
counter, checked up the place for me to go, revised the meter to "zero"
and then drove me to the correct place. In other words, they never took money
from me for the wrong distance they covered.
In Sydney while driving to the airport from the hotel, the driver took a circuitous
route as the short one was blocked for repair works. When I paid money as per
the meter, he returned the excess fare saying, "You don't have to pay for
the long route just because I took you thus. I was only worried that I should
drop you at the airport in time!"
In all parts of Australia, I had come across taxi drivers quite informed about
India and other countries and they talked useful things to make the drive informal,
friendly and comfortable. By the time I got out, I felt as though I had come
in a friend's car!
In China, the drivers are separated from the passengers and they don't talk
at all. But, photo information about the drivers are prominently displayed with
phone number of the police for making complaints if any. The cabs are generally
imported and air conditioned.
In various parts of Europe, even in deep winter, I had no difficulty with taxis
in the early mornings or late evenings. Hotels do a marvellous service in getting
the taxis at the correct tariff particularly in early mornings. In most countries,
taxi drivers issue a receipt for the tariff paid. Extras or tips come in some
countries for the drivers carrying your luggage or giving some value-added services
like taking to the best restaurant to suit your particular taste or helping
to get some specific goods or driving in the shortest possible time to help
you reach the destination when you are late.
That's why "Atithi Devo Bava" is important to have the foreigners
come to us again as friends!
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