&-- Original Message &--
From: [email protected]
To: [email protected]
CC: [email protected]
Sent : 06 Sep 2011 09:43:00:000
Subject: Check-in
Dear Sir,
Subject: Denial to Check-in Flight Number IT-158 Airline PNR IPHUAT on September 4
I had to catch connecting flight of Kingfisher number IT-158 Airline PNR IPHUAT from Delhi to Pune while coming from Patna by Air India flight AI- 410.
I reached the Kingfisher boarding counter at terminal 3 of Airport at Delhi at 11.10 hrs on September 4, to board the flight number IT-158, scheduled to leave Delhi at 11.55 hrs.(ticket attached).
My luggage was weighed by the check-in counter girl and thereafter she intimated me that boarding is closed and I cannot go by this flight. I produced the flight delay certificate of Air India (Copy Attached) coming from Patna to Delhi by which I had travelled to Delhi to catch my connecting Pune flight from Delhi. But no consideration was given by your staff namely Kirti and she rudely behaved with me. On my request to accommodate me in another Kingfisher flight from Delhi to Pune at 16 hrs or in any other Kingfisher flight to Pune, she flatly refused and demanded me to pay in excess of Rs.16, 000/- without adjusting for the payment made by me earlier for my booked and confirmed flight in IT-158. I was put into great duress because of this and I got stranded at the Delhi Airport indefinitely. At long last, I had to further spend Rs.10, 435/- to purchase the ticket of Air India to Pune (boarding Pass attached). Due to this delay, I missed a very important meeting at 3 pm in Pune because I could reach Pune at 7.35 pm.
This in no way befitting to the reputation of Kingfisher Airlines in which the passengers are misbehaved, harassed and literally cheated without any fault. Since I am deeply hurt by the undisciplined act of your staff and so called denial to board my booked flight causing me lot of trouble and mental as well as financial harassment, I am writing you this mail to take strict action both remedial and corrective in the above mentioned case. Would appreciate your revert to this mail.
Thanks,
Gita Jha,
Cell Number 9890318666 / 9970785063.
Clover Highlands, NIBM Road, Kondhwa,
Pune-411048.
Dear Ms Jha,
Thank you for your email sharing with us feedback of your scheduled booking from Delhi to Pune on 4th September. Firsthand feedback from guests is indicative of the performance of our airline and we appreciate that you have chosen to write to us.
We are concerned to learn that you missed your flight and appreciate your chagrin as your flight from Patna with an alternate airline was delayed. While staff is required to do all they can to assist guests attempting to take a flight, it may not always be possible to do so, as staff has to complete a set of procedures well before the flight departure, and counters have to be closed 45 minutes prior to flight departure. Infact before closure of the counter the staff are required to make all efforts to trace the guests including making announcements and combing the check-in counter to identify if guests are travelling in the said flight.
The matter was investigated; the check-in counters were kept open for a few minutes past the scheduled closing time that day. Regrettably, by the time you arrived, the pre-flight departure processes had already been completed and there was not enough time for you to board the flight. Any exception at that stage could possibly have resulted in the flight missing out on the departure slot, leading to an indefinite delay, and consequently inconveniencing all other guests.
To minimize any inconvenience in such situations, the staff assists guests with alternate travel arrangements where possible or offers a refund as applicable. Rebooking on the next available flight is permitted by paying the rebooking charges and applicable fare difference. We note your chagrin with the re-booking fare quoted to you at the Delhi Airport. We would like to inform you that at Kingfisher Airlines, we follow a dynamic fare policy, where the fare levels fluctuate depending on the number of bookings made/anticipated on a particular flight. This allows us to offer a special fare for tickets booked several days prior to the actual date of the flight. In general, the closer you arrive to the date of travel, the higher the fares.
We are informed that the staff quoted the re-booking and fare difference for the next flight as per the current avail, however the same was unacceptable to you and you chose to travel on an alternate airline. We can assure you that the fare quoted was correct and was in line with our dynamic fare policy. We request you to contact your travel portal for the refund of the applicable amount for your travel from Delhi to Pune.
From what you have mentioned, we note however that you felt that the staff could have been more sympathetic in their approach, and regret not meeting your expectations. We have shared your feedback with the concerned team for review, so that we can enhance our ability to assist guests in such situations and to ensure that guests enjoy the seamless hospitality that is the hallmark of Kingfisher Airlines.
We endeavour to ensure that guests enjoy their entire experience with us and thus appreciate your feedback to us, as well as the opportunity to address this aspect, for improvement. Despite your present sentiments, we hope you will allow us an opportunity to welcome you onboard our flights again.
Yours sincerely,
Louella Cabral
Guest Commitment
Kingfisher Airlines
A UB Group Company
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