[Resolved]  Air India Express — Inhuman Behaviour of your Staff

Address:

Hyderabad, Andhra Pradesh

Greetings, Trust the Customer Feedback System of Air India is not in paralysed condition and with the only hope I had no other option in get to catch the attention of the so-called “Your Palace in the Sky” Firstly, to all the other recipients of this mail who are not directly related to Service related complaints, the reason I am marking all of you in this mail, is because I believe, all the probable stakeholders of this Company have a right to know, what sort of Organizational culture you are being associated with. For an airline that takes great pride in calling itself the "Best Airline in India" and also How does a national carrier and such an integral part of a service based industry, would not even care enough how to treat a Senior Citizen Passengers. Trust and sure that I'm absolutely certain that the complaint I've written has not fallen on deaf ears, I will now share the saga that my parents had to go through at the Rajiv Gandhi International Airport, Hyderabad, thanks to the highly proclaimed Indian Airlines Hospitality my parents have received from the employees of the “Best airlines in India”. My parents had decided to travel back to Pennsylvania and had enjoyed their every moment of stay in India until they met your Staff Ms.Farah at counter no.11 in the above said Airport. Here is what happened. My parents who were aged in the mid 65 had been lucky till the time they met your staff Ms.Farah. Everything was going fine. We were just having a regular good family time. We arrived at the airport around 7.00pm local time. That is, around 2 Hours 15 Minutes prior to our scheduled departure time of 9.15pm. This much time is usually sufficient. When we arrived at the airport we realized that there is a long Queue everywhere. Now I don’t blame anyone for this, but it was still fine. Though their age did not permit, my parents able to manage themselves to wait for their turn at boarding pass counter. All the ordeal of waiting in serpentine queue must have vanished if the officer Ms.Farah would have received them with a smile on her face and to their utter surprise she didn’t even lift her head. The so called ”your trained staff “is such a retard that She don’t even know how to communicate with senior citizen passengers and started questioning our parents that why did they come from the next counter, though they have not contacted any of the other counter. She started arguing with them and made strand before the counter for 15 minutes without any valid reason. After 15 minutes, she took their passports and questioning with them for their stay period during their previous visit in U.S. and however this can be clearly known by verifying the stamps of immigration check-in/out of passport holding in her hand. However, my father politely replied about the stay period but she bluntly asked them that their stay period is not valid and their answer seems to be suspicious. My parents, who already losing their body sugar levels by waiting for so long time in the queue got completely broke down when she passes such blunt remark on them. Later on, she got convinced herself by checking the passport pages. Now, it is again the turn of her in accepting the luggage of my parents and this time my parents literally has to plead her to relieve them from the counter, since she does not want to accept the luggage within the permissible limits as per your Terms and Conditions. After much persuasion, she accepted the luggage and handed over the boarding pass. In this entire ordeal they went through it took almost 1.15 hrs for them to take the boarding pass, they were given a feeling of that your staff is against your customers, and not for. This is not how the attitude of the staff of “Best airlines in India” supposed to be. She has made them feel like they had committed a huge criminal offence by travelling in your flight (which was surely a mistake on our side by blocking the tickets at your airlines, still we have many other Private and International airlines). C’mon we are already paying for it in terms of money, efforts, and most importantly ‘time’. The least we expect is basic civilized human to human respect. Seriously, you people ruined our parent’s happy time in India. Suggestion: I noticed that neither were we the only ones to travel by your flight, nor would be the last ones. Instead of making such passengers ( in specific Senior Citizens like my parents) feel like criminals (when they are already feeling exhausted to be stranded before the counter), at least start assisting them in the right direction. Hope at least now I would get an acceptable answer to my complaint. Thanks and regards Mr. Amaresh +91 [protected] P.S. Kindly, don’t disappoint me with an answer like; you won’t have names of such employees.This entire situation happened in the RGIA airport, which is definitely secured by CCTV cameras, to which you would also have access.