[Resolved]  Go Air — Flight Reschedule

Address:

Pune, Maharashtra

TO WHOM SO EVER IT MAY CONCERN

16 Dec 2011// 1045 HRS @ PUNE AIRPORT: IT WAS REALLY A PAIN BOOKING MY TICKET WITH GO AIR FOR MY TRAVEL FROM PUNE TO DELHI AS I HAD THE WORST EXPERIENCE FOR THE SAME. PLEASE NOTE: THE FLIGHT NUMBER G8 362 & PNR: FLFEBS.

I BOOKED THE TICKET THROUGH MY REGULAR TRAVEL COORDINATOR, & IT WAS THE FIRST TIME I WAS TO FLY WITH GO AIR. THE SCHEDULED DEPARTURE TIME FOR THE FLIGHT WAS: 1135 HRS. ON REACHING THE AIRPORT I CHECKED OUT THE FLIGHT STATUS ON THE DISPLAY BOARD, WHICH READ FLIGHT DEPARTURE: 1135 & CHECK-IN TIME: 1115, ACCORDING TO WHICH I ENTERED THE AIRPORT & PROCEEDED TOWARDS THE BAGGAGE CHECK IN COUNTER. ON REACHING THE PERSON IN CHARGE INFORMED ME THAT THE FLIGHT HAS ALREADY TAKEN OFF, WHICH CAME AS A SHOCK TO ME. ON ASKING THE REASON, THE STAFF TOLD ME THAT THE FLIGHT GOT RESCHEDULED TO 1115 HRS AND THE FLIGHT HAS TAKEN OFF. THE TIME IN MY WATCH THAT TIME WAS 1100 HRS & THEY INFORMED THAT THE FLIGHT HAS ALREADY DEPARTED. ON ASKING WHY WEREN'T THE PASSENGERS INFORMED, I WAS SAID THAT THEY HAD DROPPED A MESSAGE, SORRY TO SAY THAT I HAVEN'T RECEIVED THE MESSAGE TILL THIS TIME. ON ASKING ABOUT THE AUTHENTICITY OF THE MESSAGE, THE SUPERVISOR SHOWED ME AN EXCEL SHEET WHEREIN IT WAS MENTIONED-NAME OF THE FLYER & MESSAGE SENT OR NOT- WHICH WAS NOT A GOOD REVERT FOR MY QUESTION. I WAS MADE TO LEAVE THE AIRPORT PREMISES. AFTER THAT I WALKED TO THE GO AIR COUNTER OUTSIDE THE AIRPORT WHERE I WAS ATTENDED BY MANNER LESS FEMALE STAFF WHO BEING FROM SERVICE INDUSTRY HAD NO ETIQUETTE TO TALK TO HER GUEST PROPERLY. I WAS INQUIRING ABOUT THE SAME ISSUE WITH HER WHEN SHE STARTED TO EXPLAIN ME THE DIFFERENCE BETWEEN CHECK IN TIME & DEPARTURE TIME OF WHICH I, AS A REGULAR FLYER, AM VERY WELL AWARE. SHE ALSO THREATENED ME THAT SHE WILL CALL THE SECURITY IF I DID NOT MAKE A MOVE FROM THE COUNTER. I HAD A VERY SIMPLE QUESTION FOR HER- "IF THE FLIGHT'S DEPARTURE WAS AT 1115 HRS & IT WAS 1100 HRS IN THE WATCH HOW CAN THE PLANE BE IN AIR?" TO WHICH SHE SAID THAT- "THERE IS NO POINT EXPLAINING YOU AS YOU WILL NOT UNDERSTAND"- SORRY TO SAY THIS BUT YOU AS A COMPANY SHOULD TRAIN YOUR EMPLOYEES WELL SO THAT THEY DON'T THINK THEMSELVES AS THE KING WHEN THE CUSTOMER IS IN FRONT OF THEM. INSTEAD OF GIVING ME ALTERNATIVES FOR THE SCHEDULED DEPARTURE THAT DAY, THE STAFF SPOKE VERY RUDELY & DID NOT FIND IT IMPORTANT TO REVERT FOR MY QUERY.

I HAVE BOOKED THAT SECTOR TICKET AT 3600 INR, MAY I KNOW WHO CAN JUSTIFY THAT AMOUNT? I DID NOT RECEIVE ANY MESSAGE ON MY CELL PHONE, HOW CAN YOU RELY ON A MESSAGE IF IT HAS REACHED THE CLIENT OR NOT. IF IT IS A CASE OF FLIGHT DELAY & THE MESSAGE DOES NOT REACH THE CLIENT, THERE IS NO LOSS TO US, BUT IF A CARRIER IS FLYING BEFORE TIME HOW CAN YOU RELY ON THE SMS?

I HAVE REALLY HAD A VERY VERY BAD EXPERIENCE & SO I HAVE SPARED TIME TO BRING IT TO YOUR NOTICE SO THAT YOU CAN PROCEED WITH SOME ACTION ON THE SAME..

I WANT TO LAY FEW SUGGESTIONS:

- PLEASE IN CASE OF FLIGHT FLYING EARLY IT WILL REALLY BE A GOOD SERVICE IF A CALL CAN BE MADE TO YOUR CLIENTS INFORMING ABOUT THE CHANGE IN THE SCHEDULE.

- PLEASE GIVE A PROPER TRAINING TO YOUR FRONT LINE STAFF, AS YOU ARE IN SERVICE INDUSTRY, SO THAT THEY WORDS & GESTURES PROVE THAT THEY ARE FROM THIS INDUSTRY.

EXPECTING AN ACTION AS SOON AS POSSIBLE FROM YOUR END..

REGARDS,

PRANAV SHRIVASTAVA