Dec 13, 2006 04:41 AM
4563 Views
Hi,
On the 9th of December, I had booked tickets for my Aunt and my cousin by Indigo Air, 6E304, MAA-HYD, Dep-20:35.
Its usually takes from my place in Jawahar Nagar, Max of 45min to reach the Airport (with traffic). So I called a travels and organised a car to take my Aunt and my cousin to the airport at 6.15pm, we left as soon as the car arrived, and the traffic was a bit on the high side as expected, which is why we left at 6:15pm. We reached near Guindy and that's it, the traffic jam of a year.
Some political party or person was crossing and for that the police had blocked the traffic for very long time I think it was about 1 hour and a half, and then I checked the Air tickets to tell the airline of the problem, and found no contact no's on the ticket. Then I called just dial and got the 3 no's, 2 of the no's were the Indigo office no's and 1 was the call center no. I called the office no's and no response. Then I tried the call center, where after 5min of waiting, the call was answered by a lady, where I think her name was Chitra or something in C. I explained the problem about the traffic jam, and that we were late, she said that they would not be able to do anything, and when I asked her for the airport office no. of Indigo air, she said "I'm sorry , we do not have the no". Then I called the Chennai airport no, who transfered me to the Indigo Office at the airport, where a Customer rep, said that she would hold the flight for 5 min and said she can't do more than that, and not to blame her if the flight is missed. It takes about 15min to get from Gunidy to the Airport, and its was already 8.25pm, and here the Customer rep gave us 5min to reach, even after I pleaded with her.
We reached the airport at 8.40pm and the flight had already taken off. I spoke to the customer rep and she gave us the company rules over and over agin, and then the Manager, who was a nice person but who gave us sympathy without relief.
Now, the ticket for the 9th was Rs. 3000/- for 2 adults, and the ticket for the 10th was Rs. 5000/- for 1 adult. Now they did not return the money, as its againts the rule. They could not postpone the tickect as that needed to be done 2 hours before departure, where actually we were in a traffic jam that very 2 hours ahead. They would not give us a concession on the next day's ticket either, keeping mind that we have just lost Rs. 3000/-.
My Aunt and Cousin, had come down for my cousin's funeral, a girl who was only 18 years and passed away. We had so much sadness and a harsh reality to deal with as her death was not a normal one. I had also explained the same to the Manager, when the Asst: Manager, comes into the scene and talks to us very rudely and gives us the rules of the airline. He also says that we should be here 2 hours before departure, but the ticket says 90min, then when I told him that traffice being halted was totally unexpected as a political party was crossing, he says then "next time leave earlier". What purpose would it serve one if they leave to the airport 4hours ahead just to get there in time for checkin, and waste all that time waiting in the airport, while the real purpose if depfeated, where we take a flight to save time.
Anyway after all the confusion, they still did not worry about our problem, our stress that we had been through but kep to their company rules. 1. the ticket has no contact no. 2. The call center does not have the indigo airport office no. 3. Telling us they would hold the flight but let it go. 4. Asst. Manager, saying that we should come in much earlier than the 90min to avoid a problem of a party person crossing, hence the traffic hold-up. 5. No compassion at all for the customers. 6. Zero hospitality and Customer service.
The sad part when we walked away, sad and un-happy, all the staff were very happy, laughing and being very content with themselves that they handled the problem, and sent us away. then I heard them laughing and I walked back and showed them the article in the papers of my cousin's death, and told them that I wish they were in my shoes.
I want to get back that Rs. 3000/- or a free return air ticket and a letter of appology. Please help and guide me.
Awaiting Response,
Fabian D'Souza
