A customer comments again…..Service Goes for a Toss!






Customer is the undisputed king.In a world full of options with competitors vying for the mind followed by market share, no players, be it from product manufacturing or the economic driver of services sector can afford to take the customer for granted.The options available to voice out his dissatisfaction for the disgruntled customer are a plenty, thereby resulting in a cascading negative word of mouth publicity all around.It was the late evening of 15th November 2010 when yours truly decided to come to India from Oman to celebrate three days Eid Holidays with family, friends and well-wisher. As it was a planned visit the customer didn’t hesitate to have an advanced booking for the travel with chances of minor alteration once the exact dates are announced.Most of the passenger travelling world wide by air would vouch for their native flag carrier as it gives them solace and satisfaction and sensible few would even think that his own small contribution would find its way into the national exchequer.That, the passengers are compelled to competing carriers owing to the poor quality of services by the national carrier, culminating in being a frequent flier with foreign airlines is indeed a shame for the national or even private carrier of a country.Same was the case with yours truly while he boarded IC886 from Muscat to New Delhi.He was given a window seat and unlike most of the private carrier or rather a regular exercise by all carriers, none of the flight attendant even bothered to come along and explain the nuances, the responsibilities and management of a seat next to the emergency exit.Air India staff were their normal reluctant self with very less of a services led mindset.It was evident that even a ‘smile’ was hard to come by.To the wonder of all the passengers, the airline provided an old obsolete aircraft,sans televisions, and with many of the AC duct not working including the one at 11F, where yours truly was seated.Repeated requests fell on deaf ears and the least interested lot of old, reluctant air-hostess started giving frailed responses with one saying, no other seats available for a swap, the second voicing her confidence of things falling into place once the plane takes off!Nothing of that sort happened and when yours truly retorted back saying her promise of everything would work after take-off didn’t materialize, she was taken aback.After all IC and Air India are not used to such harsh questions from the passengers as most of them travel out of compulsion(read absence of tickets in other airline during festivities, thereby accepting the status-quo)or the passengers generally comprises of people who are semi-literate or at times even illiterate to question the quality of services, the legitimate rights as a passenger/customer and allied activities therein.The second instance which was even more dangerous to witness as a passenger, was when a fellow passenger occupying the seat 10F showed the air hostess the broken inside window pane next to his seat. She immediately called an IC personnel seated in the business class and he assured not to worry as there are two more linings!No wonder why so many air mishaps are averted at the last moment or few actually takes place involving the national carrier of India or its subsidiaries!On the top of it, the flag carrier seem to believe that the gulf market which has been a cash cow for them, would continue to be the same, irrespective of services level enhancement.Wishful thinking as slowly and gradually the market dynamics is changing with more Indian private carriers flying in, not to forget a wide range of world class GCC based carriers.How can Air India and its subsidiaries turnaround a multi crore loss making entity even when small but important things those can facilitate that change is not in place?The mindset of the employees from the top to bottom of the fledgling carrier is a typical that of an India PSU mentality which displays arrogance and ‘I don’t Care’ or ‘Chalta Hain’attitude.Indian aviation ministry along with the PMO is fooling Indian citizens by doling out huge public money to the ailing carrier, only to use it as their own fiefdom for their so called professional but personal visits of their OWN choice!The only accolade the airline can deserve is for their quality food and beverages served on board and for a change their fast turnaround time with on time arrival and departure.Was that an exception or a routine, only time can TELL!
A word or two about the much hyped Terminal 3 of IGI International Airport.The architectural beauty resembling the World Class Dubai Airport in terms of interior, offered a sorry figure as it was resembling a typical Indian fish market with passengers running helter-skelter.Surprisingly most of the immigration counters are meant for Business and First Class passengers, Diplomats and Special Officials with only a handful for SAARC and surprisingly none exclusively for Indian passengers, considering a chunk of the travellers are Indians and its THE capital of the country. Seems Indian government have taken its citizens for a jolly good ride, like they do in everything else!
If semi public sector corporations are known for their sub-standard quality of services and lackasiadical approach towards the stakeholders, there are quite a few even from the private sector displaying the same attitude and behaviour.Yours truly had booked a hotel room in New Delhi. Regale Inn, located in CR park happened to be the one where he intended to stay put for the day for some personal work(instead of bothering a host of relatives in Delhi).The deal was finalized with the hotel and the customer after posting a online request from their website.Subsequently, there were exchange of 16 mails including the last confirmation from the customer just a day before travelling and acknowledgement by the general manager of the hotel of sending the hotel vehicle just on time for the pick up of the passenger from terminal 3.An unhappy customer(courtesy Indian Airlines flight IC886 and chaos at Terminal 3 of Indira Gandhi International Airport, New Delhi)was never expecting the same nightmarish horror would continue. To the dismay of the passenger the pick up vehicle didn’t even turn up even after two hours of the arrival of the customer.Repeated attempts by the customer to contact the general manager on his cell, who was the one point contact wasn’t possible as he was asleep keeping his cell in switch off mode.After that the passenger called up the hotel and the front office guy who took the call, after waking up from deep slumber offered a loose apology and ‘rather ordered’, albeit mildly to take a cab and come down to the destination(read Hotel Regale Inn).How can such stupids be appointed as service providers that too managing the front office of a hotel or an airline is beyond explanation?Is that sheer ignorance by the decision makers or the entrepreneur who started off the venture isn’t serious enough with this project, as its one among many of his small set-up?Or it may be more humble Indian customers vis-a-vis their western peers who are not willing to take such companies to the logical end by filing a case or two in the consumer courts?Kindly add your comments on the same and you can also incorporate your own nightmares pertaining to customer service experience.

Advertisements

About manishankarscribbles

A management trainer, consultant and faculty with experiences in South Asia, Middle East and Australasia. I am also present in www.manishankarthetrainer.blogspot.com and www.twitter.com/manitwitts apart from https://manishankarscribbles.wordpress.com .
This entry was posted in Air India, Customer Service, Indian Airlines, Regale Inn. Bookmark the permalink.

2 Responses to A customer comments again…..Service Goes for a Toss!

  1. It was again IC886 from Muscat to New Delhi on 22nd December 2010, to spend a small vacation in India.Everything was spot on in the Airbus 320 flight, except for the fact that the male attendant was rude enough to explain the reason to yours truly seated on 10A as to why the Non-Vegetarian meals got exhausted within such a short period of time!Did it had something to do with the budgeting of the cabin crews coupled with the arrogant behaviour of the AI staff?On a different note the connecting flight 6E137 from New Delhi to Nagpur on 23rd December 2010 was excellent as usual.Cheers,Indigo and high time for AI to pull up their socks!

  2. It was again the turn of yours truly to fly from Muscat to New Delhi in IC886 on the 12th of January 2011 and New Delhi to Nagpur in Indigo 6E137.Not much to write about from the previous experiences as AI is plunging to new lows with this time round not even the immigration form being given on-board, resulting in passengers running helter-skelter while doing the same in Terminal 3 of IGI Airport after arrival.Indigo on the other hand is going from strength to strength with a news item saying they are planning to acquire 100 airbus 320 aircrafts till 2015 and having grand plans once they start flying in the international routes commencing august 2011.It was also commendable to see Indigo recruit many ladies as Aircraft commander, contributing towards women empowerment in a big way.Air India cabin crews probably increases their laid back attitude in the middle east routes whenever they see semiskilled and unskilled workers traveling as passengers, even though the middle east sector is the bread and butter for the INR60,000 Crore loss making company!What an irony for the flag carrier!

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s