My first reaction when I read Payal's story was to think of all the wonderful experiences that I have personally had while flying Indigo. I have been travelling on Indigo for years and my experience has been amazing. I thought I should call Payal and tell her how good and sensitive people at Indigo were and perhaps we should be forgiving and let them off the hook.
I shared Payal's mail with people I have got to know over the years at Indigo. They called me and wanted me to speak with Payal and persuade her to withdraw her campaign against the airlines. Initially I thought I should oblige and try. In this context I did speak to several friends who have flown Indigo and had glowing reports to share. We felt that Indigo and Vistara are among the few airlines who have shown an inclination to be disability friendly and perhaps we should be supportive of them. Till Goa, Payal too had a wonderful experience with Indigo. This experience goes back to more than 10 years. In fact her first choice airline was Indigo. And then what does she get after all that. I recognize that tomorrow this same episode could happen with any of us. What puts me off is their attitude after screwing up. Wheelchair and human assistance that airlines offer is part of their service protocol. They are not really doing us a favor. Even after the Ranchi episode, they had called me up and asked if I could do a Face Book post talking of my great journeys with them. Foolishly I agreed to do so. It was a case of acting without reading the details of the episode. I realized the ordeal that the family at Ranchi must have gone through after being offloaded. It was horrible. It was highly insensitive and mindless of me to have made the post. I believe we as customers should have zero tolerance when it comes to condoning service goof ups. We have to expect and demand the best, no compromising there. I might have had 100 out of 100 great experiences, but if the 101st experience goes south, I must scream and call it out. -- Disclaimer: 1. Contents of the mails, factual, or otherwise, reflect the thinking of the person sending the mail and AI in no way relates itself to its veracity; 2. AI cannot be held liable for any commission/omission based on the mails sent through this mailing list.. Search for old postings at: http://www.mail-archive.com/[email protected]/ --- You received this message because you are subscribed to the Google Groups "AccessIndia" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To view this discussion on the web visit https://groups.google.com/a/accessindia.org.in/d/msgid/accessindia/012701d95fee%24050cf250%240f26d6f0%24%40gmail.com.
