Complaints India

21st Apri l2010.
From:
V S RMURTHY
M.Sc.,M.B.A., CAIIB, PG DIP in IR & PM Dip in Comp
Group Director
Sujana Group of Companies
404, 4th Floor, My Home Sarovar
Secretariat Road, Hyderabad-500063.
(Mobile: 9908244544)

To:

The General Manager (O) Customer Services
2nd Floor Main Reservation Building,
Safdarjung Airport, New Delhi 110-003
Board Line : 011 2462 2220 Ext 4530
Direct Line : 011 2465 5364
Fax Number : 011 2469 3851
Email Address : tshq@indianairlines.co.in / tshq@airindia.in
Dear Sir,
Sub:-Undue Hardship caused to me by your Indian Airlines Lost Luggage staff at Shamshabad International Airport, Hyderabad from 8th April 2010 to date - Investigation and action on the deplorable behaviour and harrassment to the public by the Staff in setting a small claim of Rs 4,200/- towards destroying my 2 Imported Travel Bags ( New) purchased on 6-4-2010

I wish to bring to your kind notice that on 8th April 2010 , I travelled in your Indian Airlines with my wife in Economy Class by IC 945 and we found that 2 new Travel bags -newly purchased on 6th April 2010 costing Rs 4,200 were completely damaged. When I complained, the staff there Mr Murthy and Mr Kumar and Mr Srinivas tried their best to keep us waiting for more than 1 hour and without registering even the complaint. Finally with lot of effort , I could register the complaint. Scanned copy is attached for your perusal.
Promptly on the next day one Mr Kishore(9848570212) came with his assistant to our residence in Secunderabad and told my wife that these bags were torn beyond repair and hence needs replacement and they carried the bags on 9th April 2010 with a promise that either New Bags will be purchased or Compensation will be paid in 2 days. We gave a copy of the Bill dated 6th April 2010 to Mr Srinivas, who is incharge of the Baggage handling at Airport. Mr Kishore seems to be an agent and one Mr Murthy also is an agent.They did not allow
me to meet any officer in charge and the Indian Airlines staff avoided their best for more than one hour to meet me. I have to stand helplessly.
From 10th April 2010 , Mr Kishore was daily promising me on phone that one Mr Hemant is in charge and he has decided to settle cash of Rs 4,200 and pay me the compensation. He gave me the landline number of Mr Hemant - 66605173 on 11th April 2010. Since then I kept my Secretary on the job of trying this line. She tried continuously for 7 days -daily 4 hours but never he or his staff lifted the phone.The phone was continuouly ringing.
Finally on 20th April 2010 , I decided to go to Airport( 45 Kms) along with my Secretary and reached the airport by 3.10 p.m.Since then again I tried to talk to Mr Hemanth on 666605173, but as usual only ring goes and no one responds. Then I went to GMR Airport Counter and made them to talk through their intercom and one Mr Rudrashwar came to GMR counter at Airport and he was giving evasive replies and he bluffed that except he, no one is there in the airport. I requested him to take my inside to the office of airport Manager or to Mr Hemant but he made security staff to refuse me the entry. I was asked to get a pass from the GMR Airport authorities whose office is far away. I requested Mr Rudreshwar to atleast give me the mobile Number of Mr Hemant but he dodged and avoided for 30 minutes and coolly he went inside leaving me in a lurch. If mobile numbers are unlisted , i would not have asked for.Why Indian Airlines provides mobiles to
such officials if they want to use them only for their personal purposes and refuse to respond to passengers?
A stage has come that I should not now worry about a small amount of Rs 4,200 but I should ensure such erring officials are punished. I am ready to give any evidence, I am now more keen on the line of action you propose to take on these officials namely- Mr Hemanth, Mr Srinivas and Mr Rudreshwar.Otherwise they will continue with this behaviour. In a prestigeous station like Hydereabad is this the type of officials your airlines is having? It is the bad luck of passengers.
I have not experienced such callous, reckless, non cooperative attitude in other airlines.
I may kindly be informed of the line of disciplinary action you propose on these officials who damage the reputation of Indian Airlines.
Before I take up with Ministry and the CMD of IA , I thought I should take up with you. I hope you will send me a email on the line of action.
I shall be in Hyderabad upto Sunday only and I shall be going abroad on Monday.
As regards, the compensation , if your Hyderabad is not setting before Friday, I may humbly submit to you that I shall go to an appropriate forum like Consumers Forum through my advocate. I have decided to spend any amount for the humiliation meted out to me rather than worry about the compensation.
Sorry for writing and bothering you in detail but I hope you will show empathy and understand the problem and react.
with respectful regards,
vsr murthy
Mobile: 09908244544
Res 040 27992356
Email: srivaranasi@yahoo.com ( My frequent Flier Number is F041250)