The mushrooming airlines business in India had also brought in another young adventurist entrepreneur by name Gopal Goyal with his MDLR Airlines along with a handfull of managers who never bothered about what is customer care, e, g, Mr. Pravin Bakshi, Head of Reservations, MDLR. I experienced an incident of highly abbrassive and egoistic response from Bakshi, which may be a good caution to other consumers:
I traveled in the DELHI - CHANDIGARH sector, officially, as a corporate customer in both directions by MDLR flights, Ref. No. 8QPO (ticket booked by me through Yatra.com). The onward was on 07th eve by 9H172 flight, and the return got wrongly (typographical error) booked for 19th, instead of 9th morning flight 9H171; As soon as I found the error, I requested yatra.com and on their direction MDLR (Ms. Manpreet), over phone to change the booking to 9th, informing them about the unintentional error and as a corporate passenger requested for waiver from the excess charge of Rs. 500/- claimed by MDLR, which I was shelling out-of my pocket (the trip was official)!
The request was made to Ms. Manpreet. To waiver the penalty She required an instruction from her executive. Therefore, I requested her the senior's number or a connection to request him/her directly. Not only was that she did not provide me the number she was prevented awfully from giving the number by Mr. Pravin Bakshi the Head of Reservations.
Bakshi was fearful and not confident of talking to one of his customers and on the other hand insisted on having his pound of flesh from me, the penal payment.
after satiating his greed and returning I send a few questions about MDLR to Goyal: (1) whether the company so impoverished in its values?
and (2) whether the company considers these as ways to stay in business? (3) unable to make money through business rather than through taxing customers on their typographical errors made?
(4) Does he think MDLR cannot make and earn money out of better customer oriented business, value added services and doing the right business?
or is MDLR hoping on money made from customer errors like a computer entry?
But Goyal prefered to act big and as a true master of Bakshi endorsed and emulated Bakshi's behaviour - he never replied/ responded to me in any manner . he, perhaps did not remember the basic that Every customer friendly business need to be sympathetic to such errors! I spend my time to give the CMD MDLR Airlines Mr. Gopal Goyal a healthy feedback, and send a mail to him on the 16th Sep., Goyal should have atleast responded or assuaged the customer's feelings, instead he also did not bother about the customer feedback and never replied me in any manner:
The computer net-based booking does not take a reconfirmation from the customer of the dates and flight schedules by any means including by sight and never through hearing, the procedure, as all are aware, is never completely friendly with every-one!
I was surprised at the inhuman attitude meted out to me (a corporate customer) from MDLR, from a responsible executive of MDLR. Based on this knowledge of anti-customer attittudes of MDLR, I would surely avoid my next booking from MDLR. But before that I spend my time here to give the CMD MDLR Airlines Mr. Gopal Goyal a healthy feedback, and send a mail to him on the 16th Sep., but Goyal did not either bother about a customer feedback and neither replied me in any manner: Another young entrepreneur Mr. Gopal Goyal, I can't help, is also destined to wane away and disappear from the business scenario for professing customer apathy and employing such people like Bakshi at positions that are customer sensitive; for lack of values, ethics, vision and empathy to customers business like MDLR ought not stay in line, to prove customer delight and satisfaction are paramount. SHOULD SUCH COMPANIES DESRVE TO SUSTAIN AND STAY ON IN BUSINESS - I really doubt!
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