To,
The Grievance Manager
GOINDIGO

Dear Sir,

I am undeniably lamented to lodge a severe complaint of misbehavior against two staffs stationed at Kolkata airport on 16th Aug 2009 at 5:30 am, who were at the issuing desk of boarding passes which resulted in missing my flight.

The details of my flight are as follows:
Airline booking number: K457LN
Kolkata (CCU) To Mumbai (BOM)
Airline: Indigo (6E)
Class: Economy
Departing: 05:55 Sun 16 Aug 2009
Arriving: 08:35 Sun 16 Aug 2009


The booking was done from Travelocity site:
Booking Confirmation
Thank you for booking your trip on Travelocity India. Please refer to your trip details, payment summary and TRIP ID below
If you have booked a low cost carrier, your booking is confirmed and you simply need to produce the trip confirmation below.
Your Trip ID is 98706744

The incident goes like this:
I am a frequent flier from Mumbai – Kolkata destination & vice versa. It was 16th Aug, 2009 a Sunday morning at Kolkata from where I had my flight for Mumbai early in the morning. It was down-pouring miserably that morning. On my way to airport I tried calling Indigo authorities in Kolkata & Gurgaon, none of which worked. In spite of all this I had reached airport 25 mins before the flight departure.
On reaching the airport at the check in counter what I witnessed was mindboggling. I was utterly surprise to see that the staff stationed there is not issuing the boarding passes to various other fellow passengers of the same flight. All of us tried to make both the staffs understand that due to heavy rain we are a bit late but we are well 25 mins ahead of the scheduled departure but they were bull headed against our pleas. And by doing this he had already wasted 15 precious mins after which there was no chance to board the flight. This was sheer non-sense.
To add to this, few other Indigo staff came in the scene & rebuked all of us as if we had committed some grave crime & asked us to leave from the spot. None of the staff members gave in their respective names or provide the reason for us to leave in writing. That was the moment it felt that we are living in so called “India shining”!!
I was unable to contact you or write in earlier as I was out of India all this while. But that now I have arrived I want an answer to what has happened and I am in no mood to suffer to such a humiliation. By this you would be losing a loyal customer.
This needs to be compensated. I would also like to make this public in news papers.
Waiting to hear from you on this on an urgent basis,
Regards
Deepak Bangur
Copy forwarded to the Consumer court for prompt disciplinery action.

Passenger: Prateek Gujral
Date of Travel: 02nd April 2011

Sector: CCU – DEL

PNR: V52YLR

Boarding pass: Seq 1, Flight 606



Dear Sir/Madam,

With this email I would like to bring to your notice the utmost incompetence and un-professional attitude displayed by Spicejet staff on duty at Kolktata airport.

1. Staff in question – Jenny: Claimed to be the supervisor in duty without any other staff superior to her.



2. Sequence of occurrence of incident:

a. I arrived at the check in counter at the Kolkata airport and was advised by the check-in agent that I need to pay an additional Rs 50- as this was a new GST that the DGCA/ Govt. has started to levy.



b. I questioned the demand by asking her to produce the document that clarifies this.



c. The agent mentioned that she does not have any document and that all passengers need to pay. I protested saying that I will not pay a single rupee till I am showed the document. As a responsible citizen of this country, I am well aware of my rights and responsibilities.



d. After much deliberation, Jenny came to the counter and brought a plain (much fabricated) printout on spice jet letterhead and said in exact words, “This is the letter you wanted to see. It clearly states that you need to pay Rs 50-.“ I demanded that I be given the letter for clear reading to which she refused. I protested again to her annoying tone that she spoke with me. And I read the letter.



e. Just while I was taking out my wallet to pay the Rs 50-, as by now I had satisfied myself with the requirement, she made one of the most obnoxious statement I can imagine from a person who is working in customer relations –“I cannot believe you are making such a fuss over Rs 50-, it’s a small amount."



f. I told her that this is no way to speak to a customer and be it Rs50, Rs 1 or Rs1000, as long as there is adequate proof, one wouldn’t mind paying.



g. She again did not refrain from commenting and passing undue remarks.



h. This time I spoke with much strictness and advised her not to take that tone with me or any other customer and demanded that I must see her manager – to which she indifferently refused.



i. I did not pay the Rs 50- merely because your staff do not have the competence to handle a customer and do not refrain from passing lewd and demeaning remarks, in a clear display of agitation.



j. I enquired where the Spicejet office is and went to the first floor to meet your duty officer to explain the situation and also urged that he confirms that my checked in luggage has not been tampered with, as by now I had lost all trust in your staff.



3. Please note for the record:

a. Your staff Jenny’s attitude and competency to handle my problem is highly un-appreciated and is going to be taken up with the DGCA and the airports authority.



b. I will not excuse her remarks and in no way am consoled with whatever the outcome is.



c. The flight from Kolkata is my last flight ever with Spicejet.



d. I have been in the hospitality industry and the training sector for over ten years and cannot compare this incident with any other. This is by far the worst case of customer problem handling.



e. Spicejet needs to put in more training and specially for your “supervisors”



f. There is no dearth of service providors today and I feel no second thought in changing my airlines from SpiceJet to another which is perhaps more compassionate to the customer’s requirement.



4. Actions from my side:

a. I am now in the process of drafting an FIR, with assistance of my lawyer, against your supervisor Jenny and SpiceJet for mis-behaving, causing anxiety and collecting money in pretext of it being a new Government policy and not disclosing the statute.



b. I will also be filing an official complaint with the DGCA and the Airports Authority of India apprising them of the above incident and pure in-competence of your staff.



5. Expected action from your side:

a. A written apology from SpiceJet and from Jenny for the anxiety, mis-behaving attitude and public embarrassment that was caused to me at the Kolkata airport.



b. Written withdrawal and apology for Jenny’s un-warranted and obnoxious remarks.

I trust you will take my above complaint with utmost seriousness and will take proper course of action.

Please note that I lead a team of over 250 people in India and the embarrassment that I have experienced with your airlines and your staff is a complete misdemeanour and an insulting slap to the word “hospitality”.