Dear Mr. Sanjiv
It’s been 12 Days now and other than an acknowledgement I haven’t heard anything on it.
Kindly suggest what’s the status to the feedback.
Thanks
Mohit
From: Mohit Gupta [mailto: [email protected]]
Sent: Sunday, March 14 1:34 PM
To: '[email protected]'
Cc: '[email protected]'; '[email protected]'
Subject: Feedabck- Humiliation and Insult
To
Mr. Sanjiv Kumar
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: [email protected] / [email protected]
Dear Mr. Sanjiv
I would like to bring to your notice an incidence of serious offence and encroachment of personal dignity by a self appraised and said VVIP Airhostess of your airlines.
Today, 14th March, while traveling in IC 412 (PNR REU75Z) I experienced an all new horrible face of bad customer service.
Flight took off very well and after 15-20 mins, passengers were served Water Bottles and Snacks. I was on Seat number 19A. Water was served to me but surprisingly the snacks were not served to me and the passenger on 19B but the same was served to the passenger on 19C. I presumed that the same would be served shortly but even after the same was not done after 15-20 mins I pressed the service bell.
Ms. S.V.Pathak came for the assistance and when I asked her “Is there any specific reason why I have not been served snacks”, Ms. Pathak replied “There’s no point asking there is any specific reason, it could be a mistake and we are human beings and it could be a mistake”. That’s it. That was the first reply to a customer to enquire for a service.
She probably took it personally and made a mockery of whatever I said to her. Indeed she also threatened the passenger sitting on seat 19B, for smiling on the conversations we had and gave a rough look not to smile.
Noticing that arguing with her will fetch no results and I asked her about the customer feedback form or an email id she asked me to scour the same on my own in the in-flight magazine and challenged that I am free to write to anyone and once this complaint would be done, questioning would be done and she would answer to it.
In the course of this discussion with her she never apologized and courageously told me, if snacks were not served I should have asked for it. It was like she was asking me to beg for snacks. In an attempt to make her realize that she is not managing this bad experience she boasted that she is a VVIP Airhostess.
Sir, it looks Ms. Pathak has no idea how passionately Mr. JRD Tata started this organization wherein he himself recruited the best batch of air hostesses so that world can know what Indian hospitality is all about. I even read it in his biography how he used to check the cleanliness in most of the aircrafts on his own. I sure with such instances his heavenly soul would never rest in peace.
I have heard such feedbacks from many of my friends and colleagues in the past and today when this happened with me, I was left aghast.
Why would people travel in our own airlines and that’s one reason people have started preferring some other private airlines.
I am writing this email to bring to your notice that’s it’s not me who has been insulted and humiliated but it’s the system which has been challenged.
If no suitable action would be taken on this, it would be a loss of the system and loss of legacy of Maharajah.
As has been placed on your website, reply would come in next 7 days, I will not remind you of it before 7 days but just in case if this email goes unheard I will forward the same to the concerned authorities and will keep pursuing it till I get the satisfactory reply to irritation I have had.
Thanks and Regards
Mohit Gupta
91-9582218813
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