This is with regards to are flight from IXE-DXB on 30th March wherein the customer service was very pathetic, inhuman and worst.
I work for an airline and am aware some situations and circumstances are behond are control, but as a consumer i expect full co-operation from the Company.
I and my husband were traveling as the the tkt issued online to us showed dep time at 0915 hrs, we reached airport around 0730 hrs but were informed that the flt time has changed and the dep time is 1515 hrs, we totally got lost as the tkt printout was taken online and we did not get any message from airline, thou the UAE no.and India local no was provided in the PNR...
The staff were also not sure how this happened, we showed the tkt copies, they also confirmed that contact details mentioned are correctly and agreed that its the airline fault.
I was 07 months pregnant while traveling and i hope you understand the situation better at this stage...
We were not given much of the option and were advised to stay at waiting area... but we decided to go back and come again as the waiting area at least for pregnant women was not at all comfortable and its was more den 06hrs for dep.
Later after wasting almost one and half hour we were advised that traveling allowance will be given to us as compensation... again we almost wasted most of the time as the staff was struggling to find the station manger for approval...
Mr. XYZ (shift in charge) was aware about the whole case and informed that the money will be paid later and he would keep all the things ready when we come for the dep at 1515hrs...
but unfortunately again we were disappointed as we reached the airport at 1330 hrs and when we asked for Mr. XYZ he was not available, so asked for the shift in-charge present at that moment... but nobody was ready to attend us and they did not do are check-in as well stating that the shift in-charge will cum and they will take it further..we kept on asking staff for the manager or any other higher authority, hoping that Mr. XYZ might have informed to his colleague to action it on his behalf, again there was no response..it was 1410 and we proceeded to counter for check in and that time again we repeated the whole story to staff present there ..one off the staff came forward he told he was not much aware about the case but he manged to contact the manager Mr. ABC and the story was repeated again...
First of all we both were patient enough even after going thru such a bad time and the amount of money and time we already wasted because its a error happened, but after explaining the whole thing to Mr ABC and the way he responded to us was very in human...
He was just trying to prove us wrong stating that the contact details were not present and it was are fault and he would offload us from the flight as we asked for the compensation...
After going thru such a difficult time explaining him that it was not are fault and Mr. ABC is already aware, he finally agreed that its airline fault and decided to give only Rs.1000 as compensation...
I hope you understand that road travelling in IXE is just so expensive we had already paid Rs. 2500 one time in the morning and again Rs. 2500 to take the afternoon flight...
We tried are best to explain Mr. ABC and informed him that are's was a genuine case and we should be given more then what we have spend as it was not only the matter of money but all the in convince that we both had to go thru specially i being pregnant, but all gone in vain... he was not ready to speak to us... which was very disheartening...
The amount that we wasted in terms of money - time and my physical condition was much more den what he compensated... I agree everything cannot be counted in terms of money but a fair and reasonable compensation is what was expected and more then that empathy towards the passenger which was also missing...
I wrote complaint with regards to the same to [email protected], hoping and requesting to investigate once again with regards to the same and give a proper human response for all what we have gone thru..
but no response from there end...
Hope u can assist further...
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