Complaints India

The statement given below is what as chairman & CEO of Kingfisher
airlines has been stated by you

Welcome to the Five Star Kingfisher Experience.

I have personally ensured that kingfisher Airlines meets and exceeds
your expectations every time you fly with us. From a brand new fleet
of aircraft to award-winning service. I invite you to travel in style.

On- board your flight, you will be taken care of by a hospitable crew
that will treat you like a guest in my own home.

I have tried very hard to live up to your expectations and would be
grateful if you could fill the kingfisher comment card and tell us how
we are doing.

Itinerary and Reservation Details

Kingfisher Class IT-2360
Departure
Dehradun (DED)
Fri, 22 Jul 2011, 12:10hrs

Arrival
Delhi (DEL)
Fri, 22 Jul 2011,
13:10 hrs
Non-Stop Flight
Duration: 1hr 0m
Non-Refundable Fare
Cabin: Economy

Passenger Name Type Airline PNR E-Ticket Number Fly return no. seat no

sharad Krishna Adult MZLSEM 090 533158324 72669251 02 C
Vandna Krishna Adult MZLSEM 090 5331583244 72692992 02 D
Sudha saksena Adult MZLSEM 090 5331583245 72703632 02 F

Kingfisher Class
IT-212
Departure
Delhi (DEL) Terminal 3
Fri, 22 Jul 2011, 14:40 hrs
Arrival
Bangalore
Fri, 22 Jul 2011, 17:05 hrs
Non-Stop Flight
Duration: 2hr 25m
Non-Refundable Fare
Cabin: Economy
Passenger Name Type Airline PNR E-Ticket Number seat no
sharad Krishna Adult MZLSEM 090 5331583243 05 A
Vandna Krishna Adult MZLSEM 090 5331583244 05 B
Sudha saksena Adult MZLSEM 090 5331583245 07 D


Kingfisher Class
IT-214
Departure
Bangalore
Tue, 26 Jul 2011,9:55 hrs
Arrival
Delhi (DEL)
Tue, 26Jul2011, 12:30 hrs
Non-Stop Flight
Duration: 2hr 35m
Non-Refundable Fare
Cabin: Economy
Passenger Name Type Airline PNR E-Ticket Number seat no
sharad Krishna Adult DEGKWJ 090-5331583240 14 D
Vandna Krishna Adult DEGKWJ 090-5331583241 14 E
Sudha saksena Adult MZLUPA 090-5331583246 14 F

Kingfisher Class IT-2357

Departure
Delhi (DEL) Terminal 3
Tue, 26 Jul 2011, 14:15 hrs

Arrival
Dehradun (DEL)
Tue, 26 Jul2011,15:20 hrs
Non-Stop Flight
Duration: 1hr 5m
Non-Refundable Fare
Cabin: Economy

Passenger Name Type Airline PNR E-Ticket Number Seat no
sharad Krishna Adult DEGKWJ 090-5331583240 02 A
Vandna Krishna Adult DEGKWJ 090-5331583241 02 C
Sudha saksena Adult MZLUPA 090-5331583246 02 D

We were flying Kingfisher Airlines after a long time. The prospect of
a five star experience in the air was enthralling in itself.

- I checked up from the Airport in Dehradun on 22-07-2011 the flight
was on time and I was happy that God was kind to us.

- On reaching the Airport we were informed that the flight was delayed
by about one hour.

- While boarding the plane at Dehradun, I informed the captain, the
ground staff and the cabin crew that we would need a wheel chair at
Delhi as I had my 81 years mother travelling with us.

- The aircraft did a perfect landing at Delhi and we congratulated the
captain for this. We again requested the air hostess for a Wheel
chair, we were told it would be waiting outside the aircraft.

- On alighting from the plane we found no wheel chair anywhere, we
again requested, we were asked to wait but in vain. After 10 minuts of
waiting we were ushered into a kingfisher bus, which we were informed
would take us directly to the aircraft for Bangalore. As we entered
the bus, it started with a jerk sending my mother hurtling down on the
floor of the bus and threw me off balance- no one was bothered. After
15 mintues of going round and round and shouting amongst the ground
staff and driver we were asked to get down near the aircraft.



- On alighting from the bus with our bruised mother, we stood there
that the red jacket human beings of Kingfisher would help us- no one
came forward. My wife went up the stairs and requested a Sardar Ji on
duty (Kingfisher guy) for a wheel chair which was refused and we were
advised to make our bruised 81 years old mother climb 25 steps to the
aerobridge. After lot of effort, begging and shouting and half an
hour wait on the tarmac in hot humid weather a wheel chair was finally
arranged.

- Since the flight was still 1 ½ hours away we requested that we be
allowed to wait inside the airport terminal and use toilet etc. which
we were refused. We were put in the aircraft which did not have the
air conditioning on and made to sit in this condition for one hour.

- The cabin crew give us the dirtiest of looks as if we were aliens.

- Water was served after 20 minutes of requesting by the Cabin Crew.

- None of the toilets had any liquid soap.

- We told the cabin crew who were as indifferent as could be.

- The lemon juice served was at room temperature.

- We started requesting the cabin crew right from Delhi that a wheel
chair would again be required at Bangalore, on landing we again
repeated the request, but to our dismay we had to wait again for 25
minutes before a broken wheel chair could arrive.

- Air hostess by the name of Ms. Ashima was witness to the whole
thing and then the usual “Sir we are sorry”.

- Then followed a blame game between the cabin crew and ground staff,
meanwhile at last 10 of your staff were standing there with
walkie-talkies but unable to move, react, help/ facilitate.

The Return Trip

We thought that this would be one of the bad days for us and were
still quite enthusiastic about the five star experience on return:-

- Check in at Bangalore Airport for 3 people with three baggage items
could only happen after 25 minutes by a lady at the counter called Ms.
Preeti who kept on asking weird questions and tearing the boarding
passes(Not trained for her job) finally again had to call a supervisor
to get this done.

- The crew inside was ok and a lady by the name of Ms. Shilpi who
accidentally dropped coffee on my shirt but was overall, very sincere,
committed was recommend as the best employee in the form given for
this purpose.


- On landing at Delhi, we were taken out and again into the departure.
The wheel chair left us at gate 42 B, Since the was still one hour for
the next flight to Dehradun.

- We again requested the wheel chair person to come and put her to the
next flight as she would not be able to climb the bus but were
refused. When the flight was announced we had no option but to make
her climb the bus and while doing so she fell down and sprained her
back and hand. Every one of your staff kept standing and looking but
no one came to help, to pick her up.

This will go to one of your executives in customer relations and the
usual sorry will come. However, such incidents will continue to get
repeated and people lured into your five star experience will continue
to face this kind of trauma, till some of the issues below are not
addressed:-
1- Do your people understand the meaning of hospitability

2- What does a Five Star Experience mean? Has it been defined for them.

3- How are you personally ensuring that Kingfisher Airlines meets and
exceeds the expectations of customers?

4- Have you put system in place which ensures the same?

5- Does the Senior Management get to experience for itself what
actually is happening on the ground field or is it living in a dream
that everything is the best only simply because the Chairman has made
a statement.

6- How many of your staff have seen/experienced how you treat guests
at your home—has it been spelt out in terms of duties,
Behaviours/do’s/don’ts.

7- Does a brand new fleet and award ensure human behaviour to be good
always and everytime.

8- Have measurable parameters been set against which performance of
staff is measured.

9- System for Training/Re-training.

10- To bring your vision into practice not once but always have,
systems norms, behaviours been defined and continually monitored.

11- Is the top Management demonstrating to people below what it preaches?

12- Numbers of employees (Too many in your airline) are not the
panacea for all ills- it is the quality which matters.

13- Senior, experienced people need to be present as supervisors (Only
the young with smart dresses and cute faces can not handle
everything.)

14- The market on board the aircraft- crew just takes the trolley back
and forth, how can you sell anything like this.

15- The heart and mind has both to be in whatever is done?-
Development of emotional intelligence.

16- Lack of Empathy and respect for fellow human beings.

The above, if taken in the right sprit very clearly brings out the
fact that the people in your organization are very far away from your
vision of creating a five star experience and exceeding customer
expectations.

The question therefore is that why should we have undergone the trauma
and hurt which my 81 years old mother suffered because of your
organization and people .

Is it not right on our part to ask for refund of amount paid for the
five star experience-

How will the organization compensate us for the physical and emotional
hurt caused?

Would you not go to a court of law if your mother was dealt in this manner?

Is it not intellectual dishonesty to promise and then not to deliver.

Respected sir we eagerly look forward to your advice response
and decision in the matter.

With warm regards,

Sharad Krishna
Director (Human Resource),
Uttarakhand Power Corporation Ltd.,
Dehradun 248001
Mobile No.- 9837111186

Address for correspondence,
Sharad Krishna
197-F (197/16)
Rajpur Road,
Dehradun 248009

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