The Hindu Business Line : You are in a queue

I am writing this column sitting inside the new, state-of-the-art Bengaluru International Airport. The one-hour drive to and from the city is not as bad as I was told it would be. I left for the airport two hours ahead of the scheduled check-in time as people warned me it could take twice as much time to get here. So I now have an extra hour to take in the new airport and share my thoughts with you.

What an achievement in India’s globalisation this new airport in Bangalore is. The glass and steel structure, which lets natural light pass through its undulating roof, is modern, airy and welcoming. An oversized Louis Vuitton suitcase welcomes you at the entrance — I have not seen this advertising campaign in London, New York, San Francisco or even in Paris, which is the home of Louis Vuitton fashion.

Once you enter the airport you could be in the most modern city in the world. I have to pinch myself and say, “Am I really in India.” Once past security, shops and eateries abound, attracting sales and whetting appetites. The choices are many: La Moda stores are filled with Tommy Hilfiger, Calvin Klein, Police and other designer labels. Shoppers’ Stop has a mini-mall in there! And food options range from a Barista to an Illy cafe!

The ‘Taste of India’ fast food counter, people milling around in large numbers, the languages you hear wafting around you and, yes, of course, the queuing in the toilets are the only reminders of ‘this is India, we are like that only’.

Once, whilst speaking to an American client that Global Adjustments had helped relocate from Texas to Chennai, she avowed that one of the most frustrating things she found about India was waiting in queues in public restrooms at hotels or theatres. I was surprised, because I thought Westerners were used to queuing patiently. She said it was not the queuing act, but the method of doing it that puzzled and irritated her. Then, she took out a marker and drew a diagram on the board for me (see accompanying graphic).

In the diagram, four rectangular boxes were marked WC. In the Western scenario, people formed a queue at the restroom’s entrance. Lines from near the first toilet show that the person who was first in the queue went into whichever WC/ toilet became free. Whereas in India, she drew the dotted lines in front of each toilet’s door. She found that she would be waiting at the restroom’s entrance while people brushed past her, flushing sounds were heard, toilet’s became free and people who came in after her used the toilet before she did! Soon, she became wise to the trick and joined the “brush past and stand wherever there is elbow room in front of whichever door you can get to” gang.

If India is going the global route, if we are modernising our country and life, then we have to modernise our minds and take on the responsibility that comes with progress. When we drive fast cars, we have to wear seat belts. When we consume alcohol, we have to follow the ‘no driving after’ policy. Similarly, let’s queue correctly at our modern facilities.

Here is a recap of some simple queuing rules. If you travel overseas this is non-negotiable behaviour for you to adopt or you will be tagged rude and India will get a black mark. If you stay in India, do help start this ripple effect of change by demonstrating queuing courtesies and etiquette through your own behaviour.

Queue forming rules

Some rules on forming a queue:

Don’t hang on to your cell phone and perform robotic actions of joining any old queue.

Be aware of queues, people and situations around you at all times.

Form a single queue.

Leave breathing space between each person in the queue.

Don’t touch or push those in front of you; if you do so by mistake, apologise.

If you are not sure where the queue ends, ask: “Were you here first?”

Don’t break a queue just because some poor guy looked away for a minute.

Queue breaking rules

These are to be used in an emergency only! Please attempt this only in an exceptional situation. For example, I was going to miss my flight the other day and the queue at the Chennai airport security check looked like it was a single one. I had to remember the two As:

A-sk for permission

A-pologise

Ask a few people, “My flight takes off in 20 minutes, is yours as soon or may I please pass?” And as you make your way to the top of the queue, utter “sorry” all the time as you are inconveniencing all those who are waiting in the queue.

Patience is a wonderful Indian quality as we wait for the monsoon, the right Government, the results of an examination… Let’s demonstrate it while queuing too.

(The writer is CEO of Global Adjustments, a relocation and cross-cultural services company. She can be contacted at globalindian@globaladjustments.com)