I am a Super saver King Club class ticket holder. I want to inform you about a very unpleasant experience I had with your Toll Free Number on 09.10.09. On that day, I was at Delhi. I was booked for return trip to Hyderabad on 11.10.09. I wanted to prepone my journey by a day, that is, to go back to Hyderabad on 10.10.09. I rang up your Toll free number and one Lady by name Jyoti (though I am not sure about this name) picked up the phone. This was at about 3.00 P.M to 3.15 P.M on 09.10.09. First of all she said “Super Saver King Club” is not attended to at the “King Club” Counter. That was a surprise to me. I want to know why you do not entertain “Super Saver King Club” at the “King Club” Counter. In what ways is it inferior! It is very insulting particularly when we buy 8 coupons at one go! She said we come under “Coupon class” whatever that is supposed to mean. Please stop all these antics and respect your customers properly. Otherwise you should inform your customers of “Super Saver King Club” that they will not be treated on par with regular “King Club” customers – which is, to say the least, silly, if not being unscrupulous and devious.
Secondly, the lady said that there were no seats in “Club” class on 10.10.09. Then I asked her to book me in economy class against my “Club” ticket and she said that she cannot do it since computer would not accept it, even though seats were available in economy class. Can you believe it! Here I am, prepared to travel on an economy class with a Club class ticket and the stupid programming you have does not take it! That was the limit! I hung up in total disgust.
Fifteen minutes later, just to check whether this lady was totally incompetent, I rang up again to see whether I will get a better response – Lo and behold – one boy picked up – name, I am not sure again but sounded like Nitish, and he said “Club” class seats were indeed available and promptly booked my preponement to 10.10.09 from 11.10.09 on IT802. I thanked him but he was also saying that “Coupon class” is different from Club-class even though it was a “King Club” Coupon! Would you like this classification as a customer! Even if it is inevitable to have it for your administrative convenience, do you need to rub it on the customer! Stop this practice at once. Otherwise, you will indeed be losing customers like me who like your food and the service as well.
Lastly, my ordeal began when I booked my journey. Though the onward and return journey was properly and promptly booked, the guy at the counter said that I should, repeat, should, get my ticket coupons properly endorsed at the city office in Hyderabad. I said that the whole idea of doing it on phone was to avoid these long and tedious trips to your city offices! I even demanded to speak with his supervisor, who came on line after a very long pause, regretted his inability to avoid my trip to the city office. On an earlier occasion, when I did this type of booking, they simply gave a PNR and that was the end of the story. At the time of check-in, both ways, they just collected the coupons which have a distinct identity! Please look into these avoidable inconveniences and I hope you will improve your service - on all the counts I took pain to bring to your notice at considerable cost of my time.
1. You should not insist on endorsements at the city offices where once booking is done and PNR is given.
2. If there are no seats in the Club class, for any reason, you should be able to book in an inferior class if seats are available.
3. Do not treat “Coupon Club class” differently from Club class.
My name, telephone number, Coupon details with mileage points number – are given below.
NAME K.S.SARMA
TELEPHONE NUMBER 04023392525, 919908912277
COUPON DETAILS 090 0541092506 3 (8 COUPONS)
MILEAGE POINTS NUMBER 78900614
I hope you appreciate my concern and compensate me suitably for all the frustration I had to go through.
K.S.SARMA
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