This is with regards to are flight from IXE-DXB on 30th March 2012, wherein the customer service was very pathetic, inhuman and worst.
I work for an airline and am aware some situations and circumstances are behond are control ,but as a consumer i expect full co-operation from the Company.
I and my husband were traveling as the the tkt issued online to us showed dep time at 0915 hrs ,we reached airport around 0730 hrs but were informed that the flt time has changed and the dep time is 1515 hrs, we totally got lost as the tkt printout was taken online and we did not get any message from airline, thou the UAE no.and India local no was provided in the PNR.....
The staff were also not sure how this happened, we showed the tkt copies, they also confirmed that contact details mentioned are correctly and agreed that its the airline fault.
I was 07 months pregnant while traveling and i hope you understand the situation better at this stage...
We were not given much of the option and were advised to stay at waiting area...but we decided to go back and come again as the waiting area at least for pregnant women was not at all comfortable and its was more den 06hrs for dep.
Later after wasting almost one and half hour we were advised that traveling allowance will be given to us as compensation...again we almost wasted most of the time as the staff was struggling to find the station manger for approval...
Mr.XYZ ( shift in charge) was aware about the whole case and informed that the money will be paid later and he would keep all the things ready when we come for the dep at 1515hrs....
but unfortunately again we were disappointed as we reached the airport at 1330 hrs and when we asked for Mr.XYZ he was not available, so asked for the shift in-charge present at that moment...but nobody was ready to attend us and they did not do are check-in as well stating that the shift in-charge will cum and they will take it further..we kept on asking staff for the manager or any other higher authority, hoping that Mr. XYZ might have informed to his colleague to action it on his behalf,again there was no response..it was 1410 and we proceeded to counter for check in and that time again we repeated the whole story to staff present there ..one off the staff came forward he told he was not much aware about the case but he manged to contact the manager Mr. ABC and the story was repeated again....
First of all we both were patient enough even after going thru such a bad time and the amount of money and time we already wasted because its a error happened, but after explaining the whole thing to Mr ABC and the way he responded to us was very in human.....
He was just trying to prove us wrong stating that the contact details were not present and it was are fault and he would offload us from the flight as we asked for the compensation....
After going thru such a difficult time explaining him that it was not are fault and Mr. ABC is already aware, he finally agreed that its airline fault and decided to give only Rs.1000 as compensation...
I hope you understand that road travelling in IXE is just so expensive we had already paid Rs. 2500 one time in the morning and again Rs. 2500 to take the afternoon flight...
We tried are best to explain Mr. ABC and informed him that are's was a genuine case and we should be given more then what we have spend as it was not only the matter of money but all the in convince that we both had to go thru specially i being pregnant, but all gone in vain...he was not ready to speak to us .....which was very disheartening....
The amount that we wasted in terms of money - time and my physical condition was much more den what he compensated...I agree everything cannot be counted in terms of money but a fair and reasonable compensation is what was expected and more then that empathy towards the passenger which was also missing...
I wrote complaint with regards to the same to [protected]@airindiaexpress.in,hoping and requesting to investigate once again with regards to the same and give a proper human response for all what we have gone thru..
but no response from there end ....
Hope u can assist further...
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Every one I like to inform every one and also like to raise a complain all the passenger who travel By AIR INDIA EXPRESS, I had a bad experience when I was traveling From Mangalore to Doha With My wife and my child, the staff are so rude and lot of harassments from staff till the security in the Mangalore Air Port, trying to open all the baggage’s creating problems to the passengers unnecessarily without any strong reasons, its has been noticed that the new ways to make money is that for access baggage weight where thy have the electronic weigh machine is to 5kgs More then the normal, usually we weigh our baggage’s from our manual weigh machine, which may have some error, considering this and taking this point in mind we reduce our things much more then the luggage allowance to avoid the charge of access luggage, but still every one find the weight more then what they expect, so the Air Port make a good profit of this charging Rs. 475/- per kg, and next thing is that after boarding the flight they don’t provide any kind of food or a glass water for hours after the take up where we find and face tuff time due to the flight is at 7Am and we had to report to the Airport at 5Am without having a proper breakfast, mean while I would like to tell you that I had booked my flight at 8 Am and at last movement I was lucky enough to know that have called me and informed me the flight time has changed to7 Am or else it would be another problem that i may miss the flight, later one board the seats of the flight is such a bad condition that we cannot even lean back, , traveling for hours its normal that passengers may need some entertainment for getting bored, but in this flight they take another advantage of the passeager to make money that is the drop down the TV screen with a movie which is of their own choice and each TV provided for 2 passengers where it cant even watched properly with fading effect on it, and try to sell the headphones to hear the Audio of the movie, and this headphones are waste after they use in in the aircraft because its not useful for any audio equipment, later on the food supplied is not even worth for animals to eat, such kind of food are supplied for passengers, were I noticed everything is returned back to dustbin when gathering back, After that comes liquors for selling like whisky wine bear etc to make again some bossiness in the board, The Airlines are taking advantage as there are no other international flights from Mangalore where the passengers are helpless and forced to take a direct flight from Mangalore. This flights does not have any accurate timings and can change their timings at anytime, more over flights also can cancel any movement and even refund not available so we can take any other flight to avoid delay even though the fault and delay is from their side. earlier I have noticed there were 2 flights in a week and now its 1 flight for a week witch is not reliable, the timings are very early morning which is makes in convince to all passengers who are traveling, The Air India Express is not bothered of giving a good service but trying to make Money and take advantage of the passengers who are helpless, and they say the flights are going in loss may be this is th reason they try to recover their loss in this kind of business, even though they don’t have any feelings of Air crash took place recently, and passengers traveling in this are flying with risk, comparing to this I really appreciate Emirates Airlines which I use to fly from Bangalore to Doha, Via Dubai, but I do enjoy the good service, I had 8Kgs of access baggage were I was not charged any this extra for this due to the kindness of the airlines, the baggage allowance was 30Kg and the Hand bag allowance was 7kgs, and the cabin crew I found were polite too, the food was excellent, and they had provide a free TV to each seat in front of the passengers with a control box hanging were we can select movie, songs and games to kind along with a free head phones, there was also a night lamp where we can use it for our convenience, tea coffee are provide to everyone on request any time when they needed it, they also provide toys, color pencil blankets to kids and children with some special gifts which makes children happy to enjoy the journey, it was said Emirates Airline gets Award every year for the best service and performance, but just I had taken a chance in the Indian Express that to avoid traveling to Bangalore to take this fight, that was a mistake I had made and faced this problem, or else traveling to Bangalore is not so tuff as there are more then 400 luxury super delux AC buss Pvt and Govt, every day too and fro, where we don’t even find tired after a sleep in the sleeper coach and next morning reaching to Bangalore, Airport busses are available from the buss stop which makes passengers convenient, and the New Bangalore International Airport is excellent comparing to Mangalore Airport, so I request and cooperate all who have gone thorough this problems and also join hands to teach them a lesson, that the Airlines are for the service of People and its not that the People are here to give them business and take advantages of them, And stop to put an end to this Monkey Business.
PNB:- Pleas add coments if any of you have gone with any kind of problems by this Airlines
Thank You