Customer handling Dear Sir,
Myself is a silver card holder of Kingfisher airlines FFP No XXXXXXXX. This letter is a complaint regarding the guest care and handling by the airline officials including the flight commander, air hostesses and the ground personnel. I was flying IT 3635, PNR: XXXXXX from Delhi to Lucknow on 22nd January 2010. The flight was delayed by 1 hr 15 minutes due to weather conditions and after it took off and flied to lucknow, we were told that we are returing back to Delhi.
The issues and concerns for this flight are:
a. Commander Sanjeet of the flight announced pre-departure that the weather conditions at Lucknow are below our minima but still he flied to Lucknow. If he was apprehensive of landing at Lucknow why did he waste 2.5 hours of people’s time
b. On return to Delhi we were neither told by the air hostesses as to what next steps may be possible nor served any snacks
c. When we arrived at Delhi, we were held up in the flight post taxi and stoppage for 15-20 minutes on the pretext that the commander is talking to the ground staff and when we will disembark all our worries would be taken care of very professionally.
d. When we finally reached the arrival lounge, the duty manager Gagan Pahwa was not able to make us understand as to what can be done, what would be the options for us and on top of it he misbehaved with many passengers. Overall, this guy lacks management skills, conflict resolution skills and handling people skills. He kept on creating confusions and thus caused escalation in the chaos that ensued at the airport.
e. Our baggages arrived not less than 45 minutes late despite many of us having tagged it as priority
f. The accomodation arrangement till our next arrangement was done only when we debated with him and that costed all of us around 45 minutes delay. The accomodation arrangements are pathetic where in we had to stay double in one room. Imaging sharing your bed and the blanket with someone you are completely unknown. The accomdation was initially done at Hotel Loh Mod but he shifted all of us to some smkall sub-contracted hotels like Era and Opera at Mahipalpur. Imagine the pain of having to drag your luggage to another hotel when you thought that the uncomfort of 4.5 hours is finally over.
The whole experience is so bad that I may term this as worst day of my life courtesy Kingfisher airlines.
Truly frustrated and utterly disappointed at the unprofessional behaviour of such a reputed institution.
Indeed it was a kingfisher experience.which I would have to try hard to erase from my memory.
Anup Singh