Process Discipline - Why citizens defy?

July 14, 2007


Yesterday I was returning from to Mumbai from Raipur in a Jet Airways flight. The moment the flight touched the ground at Mumbai airport the passenger besides me took out his cell phone and switched it on. The air hostess came near and very politely requested keep his cell switched off till he alights. The passenger reacted by telling that the flight has already landed and does she have an answer as to why cell phone could not be switched on. To this the air hostess responded politely that these were as per flight safety rules. The passenger got into a technical debate and this is when I came to learn that he was an employee of the Airport Authority of India. I could not hold myself back and intercepted by firmly stating that as these were the safety instructions so he must do as asked. I was surprised by his arrogancy when he snapped back at me by saying that I was interfering and it was none of my business. I could not hold myself back and said that it was very much my business since flight safety is a concern for all passengers, to which the person sitting next to me also supported and finally he was made to switch off his cell. The only after thought that lingered in my - why do we act as irresponsible citizens by defying/not following process?