Well, I know how difficult it is when one does not get support from the airlines. I can very well understand your plight. More sensitization is required and more communication.
Just want to let you know that a few months back my daughter was traveling alone with one 8 year old son and a one and a half month daughter. We informed the Indigo airlines 72 hours in advance and they assisted her right from the entry gate till she was out of the airport both ways. Of course, it was a direct point to point flight. No changes or shifting. Preeti Preeti Monga Director Mobile: +91 9871701646 Landline: 011 22781446 E-mail: [email protected] Website: www.silver-linings.co.in ; www.silver-linings.org Our Services: Executive Search - Specializing in Head Hunting. Training Motivation; Stress Management; Soft Skill; Behavioral. Gifting Corporate ; Promotional; Events. End to end CSR Advisory; including demystifying workshops and counseling. Printing Solutions, Incentive Travel and Marketing Data Mining / Refining.. We assure high quality service marked with excellence and complete customer centricity, forming Synergies as we go along. -----Original Message----- From: AccessIndia [mailto:[email protected]] On Behalf Of Jairam Balasubramanian Sent: Monday, July 21, 2014 10:31 AM To: AccessIndia: a list for discussing accessibility and issues concerning the disabled. Subject: [AI] Fwd: FW: Horrible experience of customer service with Indigo-Lodging of complaint Hello Preeti and other friends What a classic reply received from Indigo team. I take out an extract from the reply received from them as: "We would like to confirm that we do have a provision of assisting passengers with special needs, however, we were not informed of your travel in advance which could have assisted us in making your travel a hassle free experience within the confines of our existing policies." Agreed that the disability was not mentioned at the time of booking by my agent, but at the time of reaching the airport, I had duly mentioned about my disability at Srinagar and also Delhi. Does this absolve the airline of its fundamental duties towards the disabled? During the course of discussion with their representative, I was told that same airline co-ordinates with Mumbai AAI and arranges for airport transfer. Then the same could have been done at Delhi also, even if it is a one-off event. A ground staff at the Delhi airport asked me to wait and precisely tried doing this but his senior from the other decided otherwise. So I was asked to board a shuttle to the terminal, which they are claiming to be full compliance and service from their end. On reaching the terminal, no support from their staff. At least, they could have checked in my baggage as priority (already requested at Srinagar), given me some directions to reach the international terminal and at least escort me till the cab service. This could have been the least service. But they are shunning it away as they claim that I have not informed them in advance. I have informed their staff at Srinagar at 7.00 a.m. and reached Delhi at 11.45 a.m. Is this not intimation in advance? This is no reply which is acceptable, I guess! Want to file a formal complaint now. Jairam From: Pratibha Bhatia (Comm,GBP) [mailto:[email protected]] Sent: 18 July 2014 18:16 To: Jairam, B Cc: [email protected] Subject: RE: Horrible experience of customer service with Indigo-Lodging of complaint Dear Mr. Balasubramanian, Greetings from IndiGo! Thank you for taking out the time to speak to me at length, I truly appreciate your time. At the outset, we sincerely regret the inconvenience caused to you and your family on the 19th of June 2014 for your travel from Srinagar to Dubai. With reference to your email, we would like to confirm that as per policy being followed since our inception, IndiGo does not have a provision of through check in for passengers travelling on a connecting flight. As communicated to you, we would like to add here that the airport transfer is taken care by the Airport Authority of India (AAI) and is governed by them. Airline holds no responsibility for passenger transfer from one terminal to the other. Further, as per our detailed investigation made with Delhi and Srinagar airports, we would like to confirm that you were assisted with a loader till shuttle bus counter. We would like to confirm that we do have a provision of assisting passengers with special needs, however, we were not informed of your travel in advance which could have assisted us in making your travel a hassle free experience within the confines of our existing policies. We appreciate customers like you who let us know when things aren't right. Your experience has been shared the Vice President- Airport Operations and Customer Services and further the team has been sensitized about more delicate handling of instances like these in order to avoid recurrences. Trust me, your feedback - whether positive or negative - makes a difference and we thank you for sharing your views with us, as it plays a critical role in enhancing quality of our customer service and achieve our goal to exceed customer expectations. It will definitely assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. Once again, we thank you for your valuable time that you took out to write to us and I assure you of our best services at all times. We look forward to assisting you with your future travel plans and thank you for taking the time to communicate with us. Sincere Regards Pratibha Bhatia InterGlobe Aviation Limited("IndiGo") Level 5 Tower D Global Business Park M G Road Gurgaon Haryana 122002 India F +91-124-4068536 W _http://www.goindigo.in From: Jairam, B [mailto:[email protected]] Sent: 18 July 2014 AM 11:28 To: Pratibha Bhatia (Comm,GBP) Cc: [email protected]<mailto:[email protected]> Subject: Horrible experience of customer service with Indigo-Lodging of complaint Hello Pratibha Greetings to you. Further to the telephonic talk with you on July 16, 2014, I am mailing the travel details of June 14 and June 19, 2014 with Indigo for your reference. On June 14, 2014, your airline denied auto check in of baggage from Nagpur to Srinagar, just on the pretext that you are a point-to-point airline. I had to get out of the aircraft, collect my baggages and again go to the departure terminal of domestic airport. When I have a connecting flight with your own airline, then what is the rationale in not giving auto-check in and also issuance of boarding passes upto the final destination? While returning from Srinagar on June 19, I was coming to Delhi and proceeding immediately to Dubai again with Indigo. At Srinagar, I was denied auto check in, no direct issuance of boarding pass. I requested your ground staff and cabin crew at Srinagar to at least put my baggage as a priority baggage and help me to get some immediate ground assistance at Delhi by informing them about my disability and that I have a connecting flight to Dubai immediately. Moreover, the flight from Srinagar got delayed by almost 45 minutes and I reached Delhi airport only by 11.45 a.m. The connecting flight was at 1.25 P.m. On arriving to Delhi airport and disembarking from the aircraft, I was asked to wait in the hot sun in the open along with my infant for more than 10 minutes on the assurance that some ground assistance is being arranged (June summer afternoon is indeed very pleasant in Delhi). Your ground staff contacted some higher official and later asked me to go to the terminal in the bus, wher your staff would help me. On reaching the terminal and Indigo counter, the lady at the front desk was so courteous that she denied of any such assistance and asked me to go to the international terminal by myself in the bus. Further, it took more than 15 -20 minutes to collect the baggage from the belt. You can imagine the trouble and stress that your airline had put me and my wife through. It was only when my wife Kritika found out from a fellow passenger that the international terminal was around 12 Kms away and that we can reach the airport by a cab, that we took a Meru cab and reached the T-3 at around 12.30-12.40 p.m. You can check from your database as to when did I board the aircraft to Dubai. All this while, no help from your ground staff at the domestic terminal, who assured me right from Srinagar flight. Is this the customer service that you keep harping about in each of your flights? You claim that you have been voted as the best airline. Please let me know the parameters and I would also exercise my option to vote against the same. This also underscores the efficacy and reliability of the ratings and awards that we proclaim in our country. Is this the way you extend service after I had duly mentioned to your staff clearly about my disability and that I am travelling with an infant? However, I am really thankful to the member of your ground staff at T-3, who helped me through the immigration and security check and through out the boarding of the aircraft. Your officials at domestic terminal kept telling that you are a point to point carrier and that you do not have any airport to airport transfer service. In Mumbai, Jet airways provided me with internal airport transfer some years back when I was travelling from domestic terminal to international terminal. Even now, the facility of transfer from domestic to international terminal exists in Mumbai airport, I am told. Then why not in Delhi? Just for your reference, on arriving at Dubai international airport, I was immediately reffered to the airport ground staff by your own Indigo crew, who ensured that I safely get out of the airport after all the formalities were completed. Why was such a procedure not followed at Delhi? Is this not a deviation from your own standards, just quoting that your company policy does not prescribe anything like that? If that be the case, has your airline also become lousy like a Sarkari department, where it is very easy to site a circular and push the work around without any concrete decision making at any level. I sincerely request you to stop this self-proclamation of all the awards and accolades bestowed upon you and misleading the public about your customer service. In this entire hassle, I did not even have the time to buy some forex from the international terminal, on which, your cabin crew promptly denied me of any eateries in the flight, leaving me and my wife to travel almost without food for the entire day. Again your company policy, an easier way to shift the blame on. I had given business of around one lakh rupees to your airline during that week, only to be subjected to this harassment and humiliation from your end. I appeal to you for speedy redressal of my complaint, pending which, I will have to consider approaching the consumer forum or DGCA in the matter. Thanks and regards B.Jairam Manager Reserve Bank of India Nagpur Ph: 9405963522 ________________________________ Caution: The Reserve Bank of India never sends mails, smses or makes calls asking for personal information such as your bank account details, passwords, etc. It never keeps or offers funds to anyone. Please do not respond in any manner to such offers, however official or attractive they may look. Notice: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. 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