Last Note on Japan

On leaving Tokyo we ran into an immediate “wake up” reminder of how different the concept of service is in India, Japan, and the U.S. On board Northwest Airlines Business Class, a high-strung flight attendant poured me a third of a glass of the California Merlot. When she moved to pour Kayoko’s wine—full to the brim--and then started to move off, Kayoko asked her: “Do you have any more of the Merlot?” indicating my glass. The stewardess gave us a withering look and said, “If I had any more I’d have poured a full glass.” That’s it. No explanation. No, “I’ll be back with another bottle.” It’s not about my needing more wine—I had more than my share of fun on this trip. An hour or two later she came back with bottled water and offered one to each of us. “No, thanks,” I said. “If you don’t take it now,” she said, “It’s your last chance. We don’t offer it again.” Aside from feeling distinctly coach, I gave her some bad eyes. “Do you have a problem with me, sir?” she asked. I didn’t restrain myself: “Actually, I do. First you made the comment about ‘if I had more wine I’d have poured a full glass,’ now you’re telling me I’d better take this water now or go without! I don’t understand why you’d speak to a customer that way.” Her response was that we had ten hours to go and wouldn’t it be better if we were friends! Well, I dunno. With friends like that…

Neither of us could imagine an exchange like that happening on an Indian or Japanese airline—not to mention that the food on NWA in both directions was so mediocre we packed our own sandwiches for the return trip. It’s truly sad that our airlines represent America in this shabby way, all in the name of earning a few bucks more. Next time we fly JAL or Singapore, where service and pride and good food are considered par for the course and where taking out your frustrations on the passenger is unimaginable.

For more on the Japan trip see:

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