Two decades of helping people get home

After two decades of helping people find their way home, Air India Bahrain’s Sales Manager Narayana Menon is preparing to retire from his official duties, taking with him two decades of memories, friendships and stories of people he helped along the way.

During his years in Bahrain, Menon witnessed the aviation industry change dramatically. Technology transformed ticketing, reservations and customer service, while passengers grew accustomed to faster responses and more seamless travel experiences.

But for him, one principle remained constant: people value honesty, reliability and genuine care.

“The greatest satisfaction came from helping passengers during difficult situations and seeing them travel with peace of mind,” he says.

Some of those situations extended far beyond the usual demands of his job. Families seeking to reunite, passengers facing medical emergencies and people who had exhausted every other option often turned to him for assistance. Those encounters, he says, were among the most meaningful parts of his career.

“The profession is ultimately about serving people, not just managing travel,” Menon says.

Among the many chapters of his career, the Vande Bharat Mission during the COVID-19 pandemic remains particularly significant. At a time when thousands of Indians were stranded away from home, Menon worked closely with the Indian Embassy and his colleagues to help facilitate their safe return.

It was an intense and challenging period, he recalls, but the appreciation he received from passengers and the wider community made it an experience he will always cherish. 

Over the years, professional relationships also grew into lasting friendships, particularly through his interaction with Bahrain’s Indian community. For Menon, earning that trust remains one of his greatest achievements.

As he prepares to step away from his official responsibilities, he has no plans to simply slow down. He intends to remain in Bahrain for the time being and devote more time to community service - something that has always brought him happiness.

His message to young professionals entering aviation is equally rooted in the values that shaped his own career: integrity, empathy, patience and professionalism.

“Treat every passenger with respect because every traveller has a unique story.”

After 20 years, Menon may be leaving his desk - but not the people who made the journey worthwhile.