Good, asif. A battle is won, but war remains. However, following extract puzzles me: "> You all are aware of the recent incident with a Blind Guest travelling along with her Child and infant on the AMD BOM GOI flight. In view of this, please find attached an advisory on Non - Ambulatory guests.
> > Please understand the sensitive nature of the case when dealing which such guests and handle same with utmost care. At the same time, the regulations of the company should not be compromised." Now, it appears from the quoted extract that handling of non ambulatory guests is a sensitive and some special matter, and company regulations are sacrosanct and need not compromised. Now, this approach is utterly uncalled for and outright dangerous. We will succeed only when all such special cases are incorporated in the general regulations. -----Original Message----- From: accessindia-boun...@accessindia.org.in [mailto:accessindia-boun...@accessindia.org.in] On Behalf Of Mohammed Asif Iqbal Sent: Thursday, June 09, 2011 2:50 PM To: accessindia@accessindia.org.in Subject: [AI] FW: Complaint resolution Dear All, My call was prepond and sharing the outcome of my complain and Mrs. Mansoori. Please refer to trailing Email. Let me warn you; it is rather a long Email so please read it at leisure. In nut shell, King fisher duty manager at Patna were called by top management of King fisher and explaination were sought by him. As usual; he denied charges but fortunately I was able to obtain zerox copy of bond which I signed. I submitted the same to DGCA and King fisher management showed this signed bond to duty manager and finally duty manager confessed that aligation were indeed truth. As a consequences; King fisher terminated Duty manager. With regard to Mrs. Mansoory's case in Mumbai; duty manager did acknowledge his irresponsible behaviour and stirn warning letter was issued to him. King fisher also issued a circular to all airport in India with a strict instruction on handling guest with special needs with atmost care. DGCA is also going to issue a circular to all airlines to honor strictly guidelines of DGCA for person with disability. I will share the circular as and when I received them. Ladies & Gentleman, I appeal to you all to reach out to concerned authority if you face any difficulty or face discriminations. I personally have learned the art of fighting for once rights through Kanchan Pamnani and Javed Abidi. Thanks and please feel free to reach out to me. With warm regards Asif -----Original Message----- From: mohammed.asif.iq...@in.pwc.com [mailto:mohammed.asif.iq...@in.pwc.com] Sent: Thursday, June 09, 2011 2:00 PM To: asifmaiq...@hotmail.com Subject: Fw: Complaint resolution Best Regards, Asif ____________________________________________________________________________ _____________________________ Mohammed Asif Iqbal | Principal Consultant Consulting | PricewaterhouseCoopers (pwc.com) DN-57, Sector - V, Saltlake, Kolkata, 700 091 | India Direct: +91 33 4404 3111 | Board: +91 33 2357 9101 | Mobile: +91 98300 59830 | Fax: +91 33 2357 3395 | Email mohammed.asif.iq...@in.pwc.com <mailto:mohammed.asif.iq...@in.pwc.com> Help reduce waste. Consider the environment before printing this email. ----- Forwarded by Mohammed Asif Iqbal/IN/M&C/PwC on 06/09/2011 02:00 PM ----- lalit Gupta <lalit.d...@nic.in> 06/09/2011 01:45 PM To Mohammed Asif Iqbal/IN/M&C/PwC@Americas-IN cc Subject Fwd: Complaint resolution This mail contains an attachment. PLEASE SCAN FOR VIRUS BEFORE USE. This document is classified as : (This email does not carry any classification) ________________________________ Respected Sir, Please find below response of CEO of Kingfisher Airlines and necessary advisory to all stations. Mr Sanjay Aggarwal, CEO of Kingfisher, has assured that his team would soon call on you to resolve the concern. In case of any query please feel free to contact me Best Regards, Lalit Gupta Deputy Director General O/O DGCA Opp. Safdarjung Airport New Delhi-110003 Telfax: 011-24623211 ----- Original Message ----- From: "Aggarwal, Sanjay (CEO Kingfisher Airlines Ltd)" <sanjay.aggar...@flykingfisher.com> Date: Wednesday, June 8, 2011 10:37 pm Subject: Complaint resolution To: lalit Gupta <lalit.d...@nic.in> Cc: "Ramachandran, Murali KFA/BOM/Guest Services" <murali.ramachand...@flykingfisher.com>, "Verma, Rajesh KFA/BOM/General Management" <rajesh.ve...@flykingfisher.com> > Dear Mr. Gupta, > > This is in reference to the complaint received at your office from Mr. Mohammed Asif Iqbal regarding treatment by Kingfisher Airlines staff at Patna airport during his travel on Kingfisher Airlines Flight IT 3571 on 30th May 2011. > > On receipt of the same this morning, we immediately commenced a detailed investigation into the case. Our findings on initial interrogation of our staff at Patna were contrary to the Mr. Iqbal's concerns. At this point, we wish to thank you for sending us a copy of the Indemnity Bond that Mr. Iqbal was made to sign at Patna Airport before boarding the flight. After another round of interrogation of all the staff involved, we were able to make them confess to the truth that they had indeed made the guest sign this form. > > As an immediate action, we have terminated all staff involved, including the Airport Manager. > > After the previous incident in Mumbai, as a corrective action and to ensure that we do not cause any inconvenience to non-ambulatory guests, we had sent a detailed circular and a FAQ to all airports defining the process of handling non-ambulatory guests and specifically reiterating on the sensitivity in dealing with them. (copy enclosed) > > It is very unfortunate that even after this circular, the staff have failed to understand and deliver what is required from them. While we strongly believe that termination of these staff will send a very strong message to all our employees, we will again reiterate the procedures to all staff once again. > > We sincerely apologize for the inconvenience caused to Mr. Iqbal and assure you that Kingfisher Airlines is very sensitive to the requirements of guests with special needs and will make all necessary efforts to ensure that such an incident does not happen again. > > We also confirm that we are in strict compliance of Civil Aviation Requirements Section 3 - Air Transport, Series M, Part I, Issue 2 dated 1st May 2008 with subject " Carriage of Air of Persons with Disability and/or Persons with Reduced Mobility." > > Regards, > Sanjay > > > ----- Original Message ----- > From: "Ramachandran, Murali KFA/BOM/Guest Services" <murali.ramachand...@flykingfisher.com> > Date: Wednesday, June 8, 2011 10:37 pm > Subject: Handling Guests With Special Needs > To: "Airport Managers (All India)" <airportmanagers_allin...@flykingfisher.com> > > Dear all, > > There has been another serious incident within our network in dealing with a non-ambulatory guest. A blind guest was wrongly made to sign an indemnity form prior to being accepted on our flight and the handling of this guest was also not in line with our service policy, thus causing great inconvenience to this guest. > > In view of this, I wish to strongly reiterate the advisory as sent by AVP - Airports (same attached for your ready reference) and bring your attention to the below points. > > - A Blind Guest who has no medical complications and is perfectly capable of taking care of his/her personal needs must be accepted on our flights and is not required to sign an Indemnity form. > - Such a guest is allowed to travel alone and no companion/ escort is required to travel along. > - Staff should treat such guest with special care and be sensitive to their needs. > - In the event of flight disruptions, staff should ensure that these guests are handled with priority. > > Please ensure that all staff are fully aware of the above and have a clear understanding of the attached advisory. > > Strict disciplinary action will be taken on staff who are found causing undue inconvenience to such guests. > > Regards > > Murali Ramachandran > Sr.Vice President Ground Services > KINGFISHER AIRLINES LTD. > The Qube, M. V. Road, Marol, > Andheri (East), Mumbai - 400 059 > Tel (Board): +91 22 2859 2200 > Cell: +91 9967964488 > > > > > ----- Original Message ----- > From: "Dias, Andy KFA/BOM/Guest Services" <andy.d...@flykingfisher.com> > Date: Wednesday, June 8, 2011 10:37 pm > Subject: Advisory on Non- Ambulatory Guests > To: "Ahmed, Ijaz KFA/GOI/Guest Services" <ijaz.ah...@flykingfisher.com>, "Ambekar, Ashapurna KFA/PNQ/Guest Services" <ashapurna.ambe...@flykingfisher.com>, "Bagga, Bir KFA/BBI/Guest Services" <bir.ba...@flykingfisher.com>, "Baruah, Manima KFA/GAU/Guest Services" <manima.bar...@flykingfisher.com>, "Bhardwaj, Saurabh KFA/JLR/Guest Services" <saurabh.bhard...@flykingfisher.com>, "Bharti, Randeep KFA/DHM/Guest Services" <randeep.bha...@flykingfisher.com>, "Bhushan, Shashi KFA/SLV/Guest Services" <shashi.bhus...@flykingfisher.com>, "Chakraborty, Arindam KFA/AJL/Guest Services" <arindam.chakrabo...@flykingfisher.com>, "Chamaria, Ramnath KFA/TIR/Guest Services" <ramnath.chama...@flykingfisher.com>, "Chaudhary, Salim KFA/HYD/Airport Services" <salim.chaudh...@flykingfisher.com>, "Chopra, Sunny KFA/DEL/Guest Services" <sunny.cho...@flykingfisher.com>, "Choudhury, Debasish KFA/IXB/Guest Services" <debasish.choudh...@flykingfisher.com>, "Coutinho, Alfred KFA/BOM/Guest Services" <alfred.couti...@flykingfisher.com>, "Damodaran, Rajesh KFA/VTZ/Guest Services" <rajesh.damoda...@flykingfisher.com>, "Desai, Jigisha KFA/UDR/Airport Services" <jigisha.de...@flykingfisher.com>, "Dhila, Kalpesh KFA/NAG/Guest Services" <kalpesh.dh...@flykingfisher.com>, "dubey, anish KFA/RPR/Guest Services" <anish.du...@flykingfisher.com>, "Emmatty, Geo KFA/IXE" <geo.emma...@flykingfisher.com>, "Fernandes, Vivian KFA/HBX/Guest Services" <vivian.fernan...@flykingfisher.com>, "Fotedar, Anil KFA/IXJ/Guest Services" <anil.fote...@flykingfisher.com>, "Ghosh, Shuddho KFA/PAT/Guest Services" <shuddho.gh...@flykingfisher.com>, "Girish, A KFA/CCU" <a.gir...@flykingfisher.com>, "Godbole, Vivek KFA/BHJ" <vivek.godb...@flykingfisher.com>, "Handa, Pankaj KFA/DEL/Guest Services" <pankaj.ha...@flykingfisher.com>, "Handoo, Sajjad KFA/SXR/Guest Services" <sajjad.han...@flykingfisher.com>, "Hira, Prafulla KFA/IXS/Guest Services" <prafulla.h...@flykingfisher.com>, "Kalwadia, Tarun KFA/IDR/Guest Services" <tarun.kalwa...@flykingfisher.com>, "Kar, Avishek KFA/IXA/Guest Services" <avishek....@flykingfisher.com>, "Karthik, Thangam KFA/IXM/Guest Services" <thangam.kart...@flykingfisher.com>, "Khanna, Arun KFA/ATQ/Guest Services" <arun.kha...@flykingfisher.com>, "Kumar, Santosh KFA/COK" <santosh.ku...@flykingfisher.com>, "Lakhanpal, Gaurav KFA/JAI/Guest Services" <gaurav.lakhan...@flykingfisher.com>, "Lavande, Harshal KFA/BOM/Guest Services" <harshal.lava...@flykingfisher.com>, "Mangal, Amit KFA/BOM/Guest Services" <amit.man...@flykingfisher.com>, "Marwah, Gaurav KFA/AGR/Guest Services" <gaurav.mar...@flykingfisher.com>, "Mazumdar, Bhaskar KFA/CJB/Guest Services" <bhaskar.mazum...@flykingfisher.com>, "Menon, Sunil KFA/BLR/Guest Services" <sunil.me...@flykingfisher.com>, "Sharma, Mitul KFA/DEL/Guest Services" <mitul.sha...@flykingfisher.com>, "Naik, Preeti KFA/MYQ/Guest Services" <preeti.n...@flykingfisher.com>, "Narayanan, Sathya KFA/TRV/Guest Services" <sathya.narayan...@flykingfisher.com>, "Nicolas, Alexander KFA/TCR" <alexander.nico...@flykingfisher.com>, "Padgalwar, Ravi KFA/IXU/Guest Services" <ravi.padgal...@flykingfisher.com>, "Pavan, Kotari KFA/RJA/Guest Services" <kotari.pa...@flykingfisher.com>, "Pawar, Amol KFA/ISK/Guest Services" <amol.pa...@flykingfisher.com>, "Rajput, Sandeep KFA/AMD/Guest Services" <sandeep.raj...@flykingfisher.com>, "Ramanan, Balaji KFA/IXZ/Guest Services" <balaji.rama...@flykingfisher.com>, "Rashid, Haroon KFA/IXG/Guest Services" <haroon.ras...@flykingfisher.com>, "Sachdeva, Alok KFA/IXC/Guest Services" <alok.sachd...@flykingfisher.com>, "Sanmarkan, Ashok KFA/IXY/Guest Services" <ashok.sanmar...@flykingfisher.com>, "Saraiya, Samir KFA/NDC/Guest Services" <samir.sara...@flykingfisher.com>, "Sharma, Mitul KFA/DEL/Guest Services" <mitul.sha...@flykingfisher.com>, "Sharma, Premjit KFA/KUU/Guest Services" <premjit.sha...@flykingfisher.com>, "Sharma, Ravi KFA/IMF/Guest Services" <ravi.shar...@flykingfisher.com>, "Sharma, Sabina KFA/BOM/Guest Services" <sabina.sha...@flykingfisher.com>, "Sharma, Shyam KFA/DED/Guest Services" <shyam.sha...@flykingfisher.com>, "Sheikh, Sikander KFA/CCJ/Guest Services" <sikander.she...@flykingfisher.com>, "Shiralkar, Kapil KFA/BHU/Guest Services" <kapil.shiral...@flykingfisher.com>, "Sivanandam, Kesavan KFA/MAA/Guest Services" <kesavan.sivanan...@flykingfisher.com>, "SK, Imran KFA/AGX" <imran...@flykingfisher.com>, "Srikanth, Yalla KFA/VGA/Guest Services" <yalla.srika...@flykingfisher.com>, "Srinivasan, B KFA/SXV/Guest Services" <b.sriniva...@flykingfisher.com>, "Suresh, Soundaraj KFA/TRZ" <soundaraj.sur...@flykingfisher.com>, "Uppal, Rohit KFA/DEL/Guest Services" <rohit.up...@flykingfisher.com>, "Warrier, Sreejit KFA/UDR/Guest Services" <sreejit.warr...@flykingfisher.com>, "Yadav, Chandreswar KFA/IXR/Guest Services" <chandreswar.ya...@flykingfisher.com>, "Affandi, Arshad KFA/BOM/Guest Services" <arshad.affa...@flykingfisher.com>, "Ballal, Aniruddh KFA/BOM/Guest Services" <aniruddh.bal...@flykingfisher.com>, "Bhosle, Anshumaan KFA/BOM/Guest Services" <anshumaan.bho...@flykingfisher.com>, "Gondkar, Aparna KFA/BOM/Airport Services" <aparna.gond...@flykingfisher.com>, "Kelekar, Aparna KFA/BOM/Guest Services" <aparna.kele...@flykingfisher.com>, "Mathias, Ronald KFA/BOM/Guest Services" <ronald.math...@flykingfisher.com>, "Rodrigues, Flyn KFA/BOM/Guest Services" <flyn.rodrig...@flykingfisher.com>, "Shanbhag, Venkatesh KFA/BOM/Guest Services" <venkatesh.shanb...@flykingfisher.com>, "Singh, Stuti KFA/BOM/Guest Services" <stuti.si...@flykingfisher.com>, "Subayya, Kc KFA/BOM/Guest Services" <kc.suba...@flykingfisher.com> > Cc: "Rathore, Gaurav KFA/BOM/Quality & Guest Commit" <gaurav.rath...@flykingfisher.com>, "Ramachandran, Murali KFA/BOM/Guest Services" <murali.ramachand...@flykingfisher.com> > > Dear all, > > You all are aware of the recent incident with a Blind Guest travelling along with her Child and infant on the AMD BOM GOI flight. In view of this, please find attached an advisory on Non - Ambulatory guests. > > Please understand the sensitive nature of the case when dealing which such guests and handle same with utmost care. At the same time, the regulations of the company should not be compromised. > > Please ensure that ALL your staff are well briefed on this. There should immediately escalate such cases to the management for a suitable decision. Also, when in doubt, one should immediately contact HQ, SOCC and seek clarity on the situation. > > > Regards, > > Andy Dias > Asst. Vice President - Airport Services > Kingfisher Airlines Limited. > The Qube, A/2, M.V.Road > Andheri (East), Mumbai - 400 059. > Cell: +91 9004477456 > email: andy.d...@flykingfisher.com > > From: Affandi, Arshad KFA/BOM/Guest Services > Sent: Monday, May 30, 2011 16:53 > To: Dias, Andy KFA/BOM/Guest Services > Subject: Non-Ambulatory Advisory > > Dear Andy, > > Attached FYI & NA > > regards > > Arshad Affandi > Manager Airports - Systems & Procedures > Kingfisher Airlines Limited. > The Qube, 4th Floor, M.V.Road > Andheri (East), Mumbai - 400 059. India. > Tel : +912228566127 , Cell: +91 9967780077 > "This message (including any attachments hereto) is confidential and intended solely for the addressee(s). If you are not the intended recipient and receive this message in error, please delete it and immediately notify the sender by replying to this message immediately. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited and may be unlawful. The internet cannot guarantee the integrity of this message. Kingfisher Airlines Limited and/or its affiliates/ subsidiaries/ employees are not liable for the improper transmission of this message nor any damage sustained as a result of this message." > Lalit Gupta Deputy Director General O/O DGCA Opp. Safdarjung Airport New Delhi-110003 Telfax: 011-24623211 ________________________________ The information transmitted, including any attachments, is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited, and all liability arising therefrom is disclaimed. 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