I would like to place a complaint through this mail about KingFishers service and hassles faced by me and my fiance during our journey to our destination in Singapore from Mumbai on the 5th of February. I seek an acknowledgement as well as a written explanation from you or who ever is in charge and responsible. I had booked my tickets from Singapore to Mumbai and return with your airlines thinking that the service provided by your airlines is the best and comparable to the international class. The tickets were booked on 18th december and the seats were allotted to me and my fiance. The seats allotted were 25A and 25B for both to and fro flights. When we checked in the flight from Singapore we were told that the seats are already booked with our names. Mess happened when we were at Mumbai airport and were checking in the Mumbai - Singapore flight.
1) The staff at the checkin counter said that there are no seats allotted to us, when i asked why is it so, he said it is because of the rush in the flight and the flight is fully booked. I fail to understand how can a ticket holder who has already been allotted seats at least one and a half months before the travel date, is told at the airport that the allotted seats are given to some one else. - is this a system problem or a human problem? I am a software professional so i dont think this problem can arise due to a software bug and i believe the staff recruited by kingfisher airlines is of the best quality.
2) When asked for a written explanation from KF counter staff, we were told by one of your deputy service manager that we cannot get any written explanation on why the mess was done, he also said that we as a CUSTOMER should cooperate with the airlines, as you are facing high passenger traffic. I still fail to understand here what he meant with this statement.
3) When i said ok give me the seats as i was losing time and patience, KF staff allotted seats for me and my fiance which were miles apart. one was 14B and the other 26A. Without even asking for our preferences, without even knowing who is travelling with whom and instead of being apologetic we were told to board the flight or miss it. Is this the service that kingfisher offers, Is this the reason why some one should spend money and travel with you, Is this the brand, the USP of Kingfisher.
4) It doesnt ends here, after losing patience when i started yelling at KF staff present on the counter, he called the flight in charge or the manager named kelvin, and this guy also told me to accept the seats and said he will arrange for something after we board the flight. I asked him to confirm the same before boarding, as i already had the experience of the promises that are kept by your airlines through the seat allotment, he said to us that once we board the flight he will arrange for things inside. Thinking that this guy is from the high ranks, I also asked for a written explanation from him, and this guy even without being apologetic, instructed the counter staff to not to let us board the flgiht and said he will give us the explanation once the flight takes off. When told him that i will get this statements of his to the media, i was told that he doesnt fears the media or anybody. He also told us that he might give us the business class seats if it is available. I told him that it doesnt matters which ever seats are allotted to us as my top priority was to sit together with my fiance. Now here I want to understand, is this the training KF provides to its staff, is this the quality of the staff that KF hires, who are trained and taught to not to respect others relationships? Does KF even understand what a service is?
5) After boarding the plane, we saw it was not only me and my fiance who suffered this mess, but it was the whole flight that was suffering the mess. Some one was allotted the wrong seats, some one was asked to sit in the seat in which any one was already seated, i even saw one guy standing while the flight was running on the run away as he didnt know where was he supposed to sit. What is the power of the customer in this whole situation? are we supposed to suffer all the time? was it my mistake that your flight was fully booked and i was asked to forget my allotted seats and sit in two different seats?
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