[Resolved]  Goair / Airline Ticket — Haraasment on account of flight cancellation

Dear Sir/Madam,
I had to face difficulty and harrasment on account of irresponsible behavior of GoAir Airlines. I had communicated with the Airlines on their feedback site. But instead of listening and addressing to the problem they are preaching their policies. I am enclosing below the communication I have had with the Airlines. It also details the problem and the response of the Airlines.



Subject: Re: WF3PZV From: Pankaj Gupta<[protected]@rediffmail.com> on Mon, 03 Jan 2011 12:41:05 To: "Feedback"<[protected]@goair.in>

Dear Madam,
Thanks for the usual beaten reply and I was naïve enough to have thought there was any benefit of communicating with you. To bring to you your notice I am not claiming any compensation from you as you can not do that with your ‘sort of’ dummy help desk. I just wanted to fulfill the ‘feedback formality’ of this unreliable airline. You are always at liberty to chant customer service, feedback, and bla-bla and quote those policies of your company whenever there is a real need of service and there is a genuine feedback. Once on a Mumbai-Delhi trip, I have seen 100ml or so water bottle being sold in your airline and when a passenger claimed a complimentary bottle, the staff acceded. What to talk of your policies? Were those who had already purchased a bottle were mindless.
Still, just for your information, and my satisfaction, I just think how the following things are possible (whatever your policies are, which are lopsided enough, though):
1. Only Delhi-Chandigarh GoAir Flight gets cancelled, while other flights, one even from Srinagar, did go as per schedule. Surely it wasn’t the weather problem, or the GoAir staff was fancying that. Again, had it been weather, how you cancel the flight as early as 1-2 days in advance. Can you give tomorrows ‘cancellation’ schedule at this moment.
2. Delhi-Chandigarh flight was not available on previous days also.
3. I requested to the staff to give me the connecting flight from Delhi to Chandigarh on the next day, i.e,[protected]. They agreed for the same but could not find the flight the next day even. This was also not a weather problem.
4. Even if it was a weather problem, they could have easily managed a taxi service for the rest of the journey.
5. Besides the weather problem, it could only be your staff going on all out strike, or some technical snag, or any other reason, but that was not evident and it could not happen for 2-3 consecutive days.
6. When you take the liberty of booking tickets months in advance, then there is also a responsibility attached with it, to make endeavors to send your passengers to their destinations, which could not be done by canceling the flights two days in advance. At the last moment how could you tell anyone to take your money back or travel only upto Delhi, knowing that at that moment the prices in other airlines would have been high.
7. I told the staff that let me fly upto Delhi, and refund the fare from Delhi to Chandigarh. I think this was a valid request. But they refused. Even a Roadways Bus, when it breakdowns in between a trip, send you in other buses, or refund you for the left over journey. I think they are smarter than your ‘Smart Airline’ and their conductors more responsible and authorized than your airport staff. Their policies too seem to be better and controlled.
8. Now, I the not so smart passenger, am left with know way out, except to keep mum and feel cheated by your smart airline. Though, I appreciate the business oriented training of your airport staff. Even at that moment of my personla agony and 'being cheated fealing, they were prompt and insensitive enough to offer me their 'smart' scheme. They offered to adjust the balance fare to be used any trip I make in 3-4 months to come. I got terrorized and refused, thinking what other problem may arise at that time, and your policies.
9. Still I do have right to know the reason for cancellation.
10. I will never recommend anyone to take go-air flight, thanks to their staff and their policies. May be others will listen me on Facebook or Twitter. I have wasted my and your time by mailing to you on your site, where there is nobody to listen.
Hope you will forward my concerns to suitable quarters.
Regards.
Pankaj Gupta
Hapless Passenger

On Tue, 28 Dec 2010 12:30:43 , "Feedback" <[protected]@goair.in> wrote
Dear Mr. Gupta,
Warm Greetings from Go Air!
With reference to your email, we would like to inform you that as per the terms and conditions mentioned on our website www.goair.in, it has been clearly stated that in case of circumstances beyond the airlines control one of such being weather conditions, GoAir may without notice cancel or re-schedule a flight.
Kindly note, GoAir will endeavour to operate the flights as per schedule, however GoAir reserves its right to cancel, reschedule or delay the commencement or continuance of any flight or alter the stopping place or deviate from the route of the journey without thereby incurring any liability in terms of compensation, damages or loss whether direct, indirect, consequential or special or otherwise in any manner whatsoever. In case of any such cancellation or rescheduling of any flight due to any reason GoAir assumes no responsibility or liability for delay in carriage of baggage by air.
Mr. Gupta, we understand the inconvenience faced by you and we truly regret the same however we need to abide by the policies as mentioned in the Citizens Charter on our website www.goair.in and hence we may not be able to accede to your request.
For further information on Flight schedules / fares / booking, please revert back to us at [protected]@goair.in or contact us at[protected] /[protected]. We would be glad to assist you. We would request you to frequently visit our website www.GoAir.in for updated information.

Thanking You,
Abdeep Kaur Naroola Sr. Customer Service Executive Office: +[protected]

From: Pankaj Gupta [mailto:[protected]@rediffmail.com]
Sent: Friday, December 24, 2010 6:30 PM
To: Feedback
Subject: Re:
Dear Ma'm,
The PNR No. is WF3PZV, 3 passengers, booked for Pankaj Gupta, Srinagar to Chandigarh, via Delhi, dt.[protected], flt. no. 457 & 144.

Regards.

Pankaj Gupta

On Fri, 24 Dec 2010 12:30:08 , "Feedback" <[protected]@goair.in> wrote
Dear Mr. Gupta,
Warm Greetings from Go Air! With reference to your email, we request you to kindly advise us your PNR.
For further information on Flight schedules / fares / booking, please revert to us at [protected]@goair.in or contact us at[protected] /[protected]. We would be glad to assist you. We would request you to frequently visit our website www.GoAir.in for updated information.
Thanking You,
Abdeep Kaur Naroola Sr. Customer Service Executive Office: +[protected]
GoAir, Paper Box House, OffMahakali Caves Road, Andheri (East), Mumbai 400093,India

From: Pankaj Gupta [mailto:[protected]@rediffmail.com]
Sent: Wednesday, December 22, 2010 5:42 PM
To: [protected]@goair.in
Subject:
I booked 3 tickets for Srinagar to Chandigarh. I was told on the date of journey that connecting flight from Delh to Chandigarh is cancelled and you can travel to Delhi only. I urged the staff to arrange me some meens between Delhi and Chandigarhand at this moment I cannot change my travel plan. The staff refused. I had to spend 10000 for reaching my destination and had to bear harrassment and difficulty as I was travelling with kids and wife who is expecting a baby. This is the second tme I had faced problem with Go-Air. I am really disappointed with the airline. Whome to contact?

Pankaj Gupta
Hapless Go-Air Passenger