Re: [AI] Fwd: FW: Horrible experience of customer service with Indigo-Lodging of complaint
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: preeti.mo...@silver-linings.co.in 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:accessindia-boun...@accessindia.org.in] 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: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
Re: [AI] Fwd: FW: Horrible experience of customer service with Indigo-Lodging of complaint
I have been using Indigo for a few years now. I have had great experiences. I have forwarded below trail of mail to my contacts at Indigo. Let us see what they say. Regards, George -Original Message- From: AccessIndia [mailto:accessindia-boun...@accessindia.org.in] On Behalf Of Preeti Monga Sent: 21 July 2014 10:40 To: 'AccessIndia: a list for discussing accessibility and issues concerning the disabled.' Subject: Re: [AI] Fwd: FW: Horrible experience of customer service with Indigo-Lodging of complaint 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: preeti.mo...@silver-linings.co.in 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:accessindia-boun...@accessindia.org.in] 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: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
Re: [AI] Fwd: FW: Horrible experience of customer service with Indigo-Lodging of complaint
Hi as far as i know, one must inform airlines at list 24 to 48 hours in advance. just to further this point, airlines them selfs don't have there own staf, they do out sorsing, so need to get advance info as much as possible, i am not trying to justify the Airline, just wanting to throw light, how it works. At 06:00 AM 7/21/2014, you wrote: 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.inmailto:preeti.mo...@silver-linings.co.in Subject: Horrible experience of customer service with Indigo-Lodging of complaint Hello
Re: [AI] Fwd: FW: Horrible experience of customer service with Indigo-Lodging of complaint
Hi as far as i know, one must inform airlines at list 24 to 48 hours in advance. just to further this point, airlines them selfs don't have there own staf, they do out sorsing, so need to get advance info as much as possible, i am not trying to justify the Airline, just wanting to throw light, how it works. At 06:00 AM 7/21/2014, you wrote: 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.inmailto:preeti.mo...@silver-linings.co.in Subject: Horrible experience of customer service with Indigo-Lodging of complaint Hello
Re: [AI] Fwd: FW: Horrible experience of customer service with Indigo-Lodging of complaint
Hi as far as i know, one must inform airlines at list 24 to 48 hours in advance. just to further this point, airlines them selfs don't have there own staf, they do out sorsing, so need to get advance info as much as possible, i am not trying to justify the Airline, just wanting to throw light, how it works. At 06:00 AM 7/21/2014, you wrote: 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.inmailto:preeti.mo...@silver-linings.co.in Subject: Horrible experience of customer service with Indigo-Lodging of complaint Hello
Re: [AI] Fwd: FW: Horrible experience of customer service with Indigo-Lodging of complaint
Agree with Mahendra. Further my experience with Indigi both travelling alone and family was always good. Often they ask if we need help specially when we travel with our kid who is less than a year. I never got a refusal when I ask them for help. Regards, Srinivasu Chakravarthula | PayPal | @csrinivasu Sent from my iPhone 5C On 21-Jul-2014, at 11:55, mahendra gal...@chello.at wrote: Hi as far as i know, one must inform airlines at list 24 to 48 hours in advance. just to further this point, airlines them selfs don't have there own staf, they do out sorsing, so need to get advance info as much as possible, i am not trying to justify the Airline, just wanting to throw light, how it works. At 06:00 AM 7/21/2014, you wrote: 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
