When Little Things Make a Big Difference

The cabin crew had positioned themselves at the aircraft door to see the passengers off at the airport in Hyderabad, and as I neared it, one of them greeted me by name and handed me a slip of paper. I unfolded it while wheeling my bag through the arrival lounge and was pleasantly surprised to find a sweet and whimsical handwritten note wishing me happiness. I’m not sure if it’s Indigo’s policy for the crew to give notes to passengers randomly or if this was a one-off.

I didn’t feel I had done anything to merit it—I had exchanged only two sentences and smiles with the attendants during the 40-minute flight from Bangalore to Hyderabad. Whatever the reason, the unexpected message from the young woman immediately brought a smile to my face. The fact that it was handwritten made it even more special, and instantly lightened the load of stress I had carried with me.

Far from being pleasurable, travel has become fraught with anxiety. We spend long hours driving to the airport, only to be frustrated by the queues and the scramble for trays at security

. Gate changes, flight delays, cramped seats, and the occasional smack from a bulging backpack hardly make for an enjoyable experience. The stress began when I tried to check in online a day before my work trip to Hyderabad. Several hours later, I learnt there was a technical snag, and I would have to check in and get my boarding pass at the airport like in the Dark Ages. Adding to the confusion, I received a message from the airline that the flight would depart ten minutes earlier. I tried rescheduling my ride for an earlier slot but had to cancel and rebook for a higher price! Just before leaving home, I saw my nephew’s advice on WhatsApp urging that I take only a cabin bag, as the glitch had caused checked-in luggage to be misplaced. I quickly retrieved a smaller bag from the loft and repacked tossing out a few extra sets of clothes. I made a mental note to myself to travel lighter and not to cram the maximum baggage the airline allows. A life lesson in a jiffy, if you will!

A marathon was underway, and roadblocks forced us to take a 20-minute detour. Unable to use Digi Yatra without my boarding pass, I was relieved the queue at the airport entry wasn’t as bad as I feared and checking in at a kiosk was also fast. The line to enter the 080 Lounge was lengthy but a good breakfast helped me face the longer-than-expected wait on the runway for take-off.

The personalised handwritten note from the crew after we landed kept me glowing. Its warmth stayed with me for three days, even when my return flight was delayed by over an hour. That human interaction—with friendly eye contact and a smile—cost the airline nothing but earned far more goodwill than a big-budget PR campaign ever could.
My room at the Park Hyatt in Hyderabad had courtesy snacks—fruits, chocolates, cookies, and savouries. After preparing for the next day’s meeting, I headed to the gym for a brief workout. When I returned to my room, I was puzzled to see what looked like a small earthenware pickle jar on the table. Lifting the lid, I found a handful of almonds soaking in water. I was moved by this thoughtful gesture which seemed the kind of thing a family member or close friend would do. It felt above and beyond the expected level of service at a hotel.

Perhaps I’m being overly sentimental about what were just marketing ploys. Being a woman of a certain age, I’m happy to receive these unexpected tokens of attention with joy and gratitude. Many of us have spent our lives nurturing others – families, colleagues, and service staff. We’ve doled out attention, advice, money, and medicine. It feels good when we receive care—not just on birthdays, Mother’s Day, or special occasions, but on an ordinary day. A simple gesture from a commercial airline or hotel can make it extraordinary.

Sandhya Mendonca, author, biographer, and publisher, casts a female gaze at the world in this column.