| Address: | Dakshina Kannada, Karnataka, 575003 |
I am pained to write about the service or lack of it at air india's main hub, mumbai airport. We are a family of 3 booked on ai 679 to mangalore on 02/05/2018 and reached mumbai airport at 8:40 am for the 10:25 am flight, well in advance. But to our shock, a harrowing ordeal started unraveling...
First of all, the self check in kiosk retrieves our booking but doesn't progress to the check-in screen. Instead it displays a message to contact the counter staff.
At the check-in, only two counters were manned for about 50 odd passengers waiting patiently for their turn. We too waited for 55 minutes and then, one of the staff started calling for mangalore flight passengers out of the queue.
At the check-in counter, the staff issues us 3 seats all in separate rows. When i enquired why the family of 3 was not issued seats at least two together, the answer i got was "the flight is full" and on top of that, he had the audacity to ask me why we didn't do web check in?
There is no reply for "why we had to be made to wait for almost an hour for check - in"? Or when i asked him why the self check in kiosk doesn't work, the reply was it is owned by airport authority and not air india.
The ultimate experience was at the gate where the staff is asking me why we are late and why we checked-in late?
It only takes a single experience like this to lose valuable customers. I am a frequent flyer and i never experienced such a lethargic and laid-back attitude with any other airline. No doubt air india is not doing good and is up for sale.
A grieving indian flyer...
Sudarshan bhat
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If the message sounds expression of emotions, Yes, emotions are direct reflections the experience. And "Once bitten twice shy" would be the future course we would follow.
For air travellers, there are many options..Air India better realize the fact before it is too late...