Respected Sod.
My mother is a cancer patient & every month she has to go to del to get her medical check-up done. Always a member from our family accompanies her. This month we had some engagements & due tothat my mother had to travel alone, so we decided to get her ticket done in king fisher airline so that she gets good customer service. But today I realized that it was not a very good decision & it was the worst day of our life to trust KFA (king fisher airlines) & get my mother booked in the same. The whole incident goes like:
On 30th jan 11, my mother was booked on KFA flt no: IT-3135 from Del-Sxr under PNR: DHLMGB ticket no:0902469082333. Our family was continously in touch with my mom through her cell. And all the way we were assuring her that she will not feel our absence as she is travelling in a branded airline where customer service is a motto. At sharp 11:45 my mother reported at the counters & waited in the long queque & there was nobody for her assistance, I mean to carry her bag etc & guide her.when it was her turn to get the boarding card she was not accepted & was declared no-show for the flight. She could not understand the techinical term NO-SHOW & called us. We asked her to go to the staff & they will help you. But the disgusting part is that my mother was left alone there & there was nobody to guide her. We got in touch with your customer service toll free number but they said they cannot help untill staff explains the whole picture. After half an hour of counter closure your GSE Mr. Gurjinder was located by my mother as we were continously on line, we told our mother to make us speak to him. But he said he cannot talk to anybody. I was feeling my mother so hepless, as she was crying & literally begging your staff to speak to us. She did not know how to book another flight. Then I explained my mom to ask him book her on next available flight (that was next day) which she somehow managed. She had a very little money left afterher medical examination & some testes. Then that money she spend on way back to hotel & some hotel rent & next day fare to airport.
Next day when she reported at 09:30 to airport, she was informed that flt is xxld. That was not the least, my mom was asked to go to gate 44 where she was only pax from kfa & actually it was 9w counter there. I still wonder why my mother was send there. Was it to get rid of her.then my mother called me & said that I am lost as there is nobody to help me, I have no money left & I have a very little recharge in my mobile. She was crying & only crying. Even she had no medicines as same were in the bag & she had no idea where the same was & where she was send. We all tried to relax her as she was veryscared with whole incident. Then we tried to explain her to go back to kfa counters. My mother is a house wife & not highly qualified, so she hesitates to speak. When she reached kfa counters, she tried to explain to your another gse Ms Shalini that she has carcinoma, she is not well & wanted her to speak to us. But again your staff denied. I tried to call your del apt single point contact no but I am surprised even in that crisis that number was switched off. I tried to pacify my mother & asked her to speak to GSE Shalini again about her health problem maybe this time she will help. As my mother was holding the line while speaking to your gse I could hear every single word your staff was telling my mother. The answer your staff Ms shalini gave was that we are not here to to attend your personal calls, we are not your assistants. I was very upset & called your customer care toll free number, where they said they cant take complaints & I need to write it down to guest care (same can be confirmed from your cc).
My mother was very tense & she fainted due stress & mental torture by your staff. A pax nearby who was also travelling vy same flt helped my mother & spoke to us. I requested him to take care of my mother. It’s a shame on your part that your staff couldnot perform their duties well & an outsider helped my mother. And it did not end here, the worst part was when my mother was fine & tried to contact manager for hotel accomodation & taxi fare as it was flt xxln from your side, GSE Ms shalini did not allow that stating that she is manager moreover she added that she is not running a langar here. Ultimately my mom was not given anything & she had to sell her gold ring to spend 01 more night at del hotel & buy herself some water and clean food. Next day we decided to book her in some other airline as we could not afford our mother to go through that torture & humilation again. Trust me it was the worst decision of ours to book my moms ticket in such flt wher staff humilates & horifies sick & illerate pax. Moreover tortures them mentally. I will make sure that such mistake is never repeated& nobody from my friends, family, relatives & collouges travel by your airline. My mom is still in shock & god forbid if anything goes wrong trust me I will held your staff and your airline resoponsible. I will also make sure that more & more people get to know your reality. I would like to request your concerned deptt. to keep a person ready for enquiry with a contact source so that people like us can atleast expect some good service & help for our dear ones when they are travelling alone.
Thanks & regards
Shakira Maajid.
09419055558; 01942490222
491/2c Bilal coloney, Bemina,
Srinagar. J&K.
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