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:pratibha.bha...@goindigo.in]
Sent: 18 July 2014 18:16
To: Jairam, B
Cc: preeti.mo...@silver-linings.co.in
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:bjai...@rbi.org.in]
Sent: 18 July 2014 AM 11:28
To: Pratibha Bhatia (Comm,GBP)
Cc:
preeti.mo...@silver-linings.co.in<mailto:preeti.mo...@silver-linings.co.in>
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
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