[Resolved]  Kingfisher Airlines — Is Asst. VP worth his position

Address:

Central Delhi, Delhi

The Astt. VP of Kingfisher airlines does not know what is happening in his department and he makes loose comments to the Gold Card Members of Kingfisher airlines

As a Gold card member I am allowed to be at counter 30 minutes before the departure time. I was well in time say 35 minutes before departure. The dark completion lady refused to check-in with dirty looks.

I was then assisted for booking at another flight after paying the penalty charges of 750/-. So far so good. There after when I came back to Delhi and approached the management for this lapse,Gaurav Rathore, Assistant Vice President, Quality and Guest Commitment wrote the following reply :

Dear Dr. Prakash,

Thank you for your email of 20 January apprising us of your recent experience
with Kingfisher Airlines when you traveled between Delhi and Hyderabad
on 18 January. I appreciate your loyalty as Gold
Tier member of King Club and note that you have frequently flown with
us so that you could experience the high standards of our service and
hospitality; thank you for your patronage.

I am however concerned to learn of your disappointment when on checking
in for your flight at Delhi Airport you had to be reissued a boarding
pass despite having availed of our web check-in facility. I
am aware that guests who have web checked in need to get their boarding
passes stamped at the check-in counter, which is a CISF requirement;
please accept my regrets for any inconvenience caused in this regard.

I note you had a disappointing experience on your return flight as well, when you were unable to board your flight IT 803 from Hyderabad as you arrived late at the Check-in Desk. I appreciate your chagrin as you felt the staff at Hyderabad Airport failed to provide you with appropriate assistance in the given situation.

Dr. Prakash, you would be aware that check-in
staff has a set of pre-flight procedures that has to be strictly
followed several minutes in advance; this includes security checks by
CISF or police personnel at Airports, random secondary checks by the
airline operator and subsequently the actual boarding procedures. This
necessitates closure of the check-in counter 30 minutes prior to
departure. While staff is encouraged to exercise their
discretion and do all possible to assist guests attempting to take a
flight, unfortunately on this occasion any
action to accept you on the flight at that stage would have affected
the flight departure and inconvenienced other guests already on board.

That said, I am aware that you were subsequently rebooked to travel on IT 3803 with no extra charges levied. Your feedback has nevertheless been taken up with the staff at Hyderabad;
the importance of ensuring that all guests are treated with courtesy
and consideration has been reiterated, so that we consistently deliver
the quality of service that is a hallmark of Kingfisher Airlines.

Thank you once again for writing to us despite your disappointment. I
hope you will allow us the opportunity to regain your confidence as we
look forward to welcoming you on board our flights again.

Yours sincerely,

Gaurav RathoreAssistant Vice President

Quality and Guest Commitment Kingfisher Airlines

The concern here is that a senior person of his stature in an organization does not get or is not being informed the real fatcs and figures and he replies on incomplete information.

1. The boarding pass says 30 minutes before departure and he also says so, but I was refused 35 minutes before departure.
2. He says that the new ticket was issued with any extra charges, when I was issued another ticket after paying Rs. 750/-, which is already on record.
3. If he has respect or consideration for Gold Tier member, then he would have made some compensation as a good gesture of his position, but he more acted as a clerk, reason was his language of reply.

I never knew Mr. Mallya has such caliber of top management in his organization. really a shame for him and his organization.

People please read this with this in mind that you may not expect any relief from them. This is how they grow to this height, like the old Sahukara system.

Dr. Sunil Prakash