Hello,
I am a dissatisfied customer of Veena world. I think I should write this to you and hope that you would understand how frustrating it is to have made booking through Veena World.
I have interacted with many people in Veena Corporate office which includes Yogendra, Yogini, Deepali, Rupali& few others at Vidya Vihar and I really feel that they need to understand how a service industry works. I am listing down issues I have had with Veena world which has forced me to cancel my tour.
1.Unable to comprehend Simple UK form - There have been multiple exchanges of mail where they could not comprehend a simple excel which had the same information(KYC). There were mistakes in every mail and every time I had to revise form and send to them. During that conversation, at one time I was ready to call and explain my information to them so that they fill it correctly but nobody was ready to take up my call. This went on for weeks wherein they used to fill up incorrect information and send the form and not then respond to my emails or calls for the whole day.
2.No communication/call back - After sending mail I had to call them up to say I have sent the mail and then they would revert. If I fail to call them they would not care to respond. There has been an instance where I have been calling them for the whole day but an only response which I have got is "There is nobody at the desk" or "I will arrange to call back" but nobody called back.
3.Last minute cancellation
After lots of to and fro Veena world, people took the date of 11th April for UK Visa. On 10th April afternoon, they called up saying because of fewer members in 26th May tour they have to cancel our tour and started telling us to adjust for the second time. Earlier when they wanted to adjust us in 26 may tour they told us that it is almost full and now they don’t have many members. Also, Cancellation was done without taking our consent.
4.False commitments
I have had the conversation with staff sitting at Head office after last-minute cancellation incidence. They were continuously changing their commitments. When asked to put the conversation on mail, they were not ready to. Staff was unsure whether they could accommodate us in any of the tours but still were persisting that we should get our Visa process done which was clearly not thought through because there is no tour booking and then you want us to take Visa.
5.No Decision maker
In the whole process, there is no single person who has come up and said that I am the person who could solve your problem. I have asked multiple times that I want to talk to someone who can take decisions but none came forward but I kept on hearing different stories of different people.
To put in a nutshell, very poor customer service& very poor management. I hope you this mail acts as a reality check for Veena World if it doesn’t then I am not sure what will.