I booked my return trip from Chennai to Hyderabad this November on Paramount. I have a toddler and I was travelling alone with her and hence I thought I’d book Paramount as I have heard good things about their customer service. IThe day arrived and 4 hours before my journey I logged onto the internet to check the flight status and I saw a message saying flight cancelled.
I was confused and called their customer service. Initially the rep just told me yes madam the flight is cancelled. ANd kept quiet. It irritated me so much that he didnt offer me a solution. After some "discussion" he said he would rebook me through Indigo (the usual one that I take - had I taken Indigo earlier I would have saved a lot of money !) He said he would call me in 15 minutes but I never received a call.
After 25 minutes (since time was ticking - I had to reach Hyderabad that night or I would miss the training at work the next day) I called them up and they transfer me to another lady and I had to go through the whole thing again. This gentleman (or should I indeed call him that !) had dropped the ball. The lady offered to help me and I went through the whole process. She promised to call me now in 10 minutes and ofcourse I didnt receive the call even after 20 minutes. I had to call them up twice and after 90 minutes they assured me I will have a ticket in Indigo and they still didnt get me a confirmation number. I took the risk and went to the airport and then they had the ticket.
Needless to say I was extremely disappointed with the customer service for the premium we pay for Paramount. ! There was not a single word of apology throughout this whole time forget other incentives. It shocks me to the core that a supposedly so called high end airlines has such poor customer service - I have travelled to and fro to Chennai from Hyderabad one other airlines around 12 times the past 10 months and never have had a bad experience. I will never fly Paramount again. Other airlines like Indigo atleast dont cancel flights on you at the last minute. It might have been my bad luck but atleast I would have expected them to take the trouble of letting me know earlier and helping me with my rebooking smoothly. And last but not the least more courtesy. I received none. It makes no sense to pay more money to receive the same treatment.