Flip side of Online Booking through agents like Clear Trip
[FYI - the issue below finally got resolved after a period of 4 and half months - http://www.cleartrip.com/forums/38/topics/2614]
It happened with my parents very recently when my parents missed the flight due to 3 hours preponenment of Kingfisher Red airline... Actual reasons for preponement is still mystery...
Instead of giving me a flight ticket or best fully refund they went on saying that cancellation costs + cleartip booking charges will be deducted from me... In an hour long discussion on phone with them and a warning to go to consumer court also did not help... First them mentioned its ur fault and later agreed for a refund after deduction of cancellation amount. [Rs. 500 per person]
Two days after i called Kingfisher Red and got a confirmation from them that they have already refunded full amount to ClearTrip and u as a customer should get entire amount without any charges... Clear Trip on the other hand mailed me that they are cutting so much amount and refunding the balance amount....
On calling back/email and telling about the Kingfisher Red full refund amount discussion they now have agreed on the full refund...
I am yet to get the amount back...
More story can be read here - http://www.cleartrip.com/forums/38/topics/2614 [pasting it below also]
My Feedback
To : ClearTrip customer support
Just wanted to tell that this was not a good customer experience.
I suggest you add following action in case of preponement or postponement of a flight.
1. Calling the person
2. Emailing
3. Also please add a menu item to direclty talk to representative, this saves him a lot of time.
Please remember preponing of a flight is a very different condition. If someone is staying 4-6hours distance from the airport and missed on the SMS, He is likely to miss the flight. In such cases calling is a much better option, It just cost Rs 1 per min.
It will be great if you could transfer me the whole amount.
Neways cancel the ticket if its still possible at your end. [Trip ID -905071336, Nagpur to BLR]
I may be boarding flight/train later.
Regards,
Chandan
Chandan Maloo to Cleartrip - Jun 18
Also at booking since you send flurry of mails. Its better to notify the customer to check his mobile number once again.
Reply from Kingfisher
guestcare@flykingfisher.com - Sep 3
Dear Mr. Maloo,
Thank you for your correspondence to us. We apologize for the delay in our response to you.
We are concerned to learn of guest Mr. Subhash and Mrs. Kusum Maloo disappointment with Kingfisher Airlines due to the preponement of IT3453 from Nagpur to Bangalore on 18th June 2009. We assure you that Kingfisher Airlines does everything possible to adhere to published flight schedules, there are times however, when circumstances beyond our control make this inevitable.
Mr. Maloo, the matter was investigated with the concerned team and we are informed that the flight was preponed due to operational reasons. Our reservation team did send them the SMS and also tried to contact them to inform about the change in flight schedule; however they were unable to get through as the number provided on the booking was incorrect. We realize how upsetting this must have been, especially since they had an important event to attend and offer our sincere apologies for any inconvenience caused.
We would like to assure you that On-Time performance of our flights is very important; in fact, it is a key indicator of our Quality Commitment and something we will always strive to achieve. To this end, we review each instance of delay, preponement or cancellation on our flights to identify and eliminate all possible causes.
Mr. Maloo, we are striving to build into Kingfisher Airlines a service that is seamless, so that our guests can experience travel that is truly out of this world. It was genuinely helpful to have your feedback, which we are sure will help us in this direction.
We do hope to have the opportunity of welcoming you and your family on Kingfisher Airlines again to restore his confidence in our service.
Best Regards,
Adlina Andrade
Guest Commitment
Kingfisher Airlines
“This message (including any attachments hereto) is confidential and intended solely for the addressee(s). If you are not the intended recipient and receive this message in error, please delete it and immediately notify the sender by replying to this message immediately. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited and may be unlawful. The internet cannot guarantee the integrity of this message. Kingfisher Airlines Limited and/or its affiliates/ subsidiaries/ employees are not liable for the improper transmission of this message nor any damage sustained as a result of this message.”
----- Original Message -----
Type of Feedback :Grievances
Subject :Ticketing
Name :Chandan Maloo
Email add :chandan.maloo@gmail.com
Phone :919986170848
Comments & Suggestions :I had booked Flight: IT - 3453 from Nagpur to bengaluru for 18th June by ClearTrip site for my parents. PNR no. KVOOVV This flight got preponed by 3 hours and i did not get any notification for the same. When my parents reached the airport by 1 PM in afternoon they were kind of shocked by this. They missed their flight. We stay some 3 hours away from the Nagpur airport and this time my parents had to come from Washim after attending some meet there. I do not know what should be ideal thing to do, but as a customer i feel cheated. Please address this, Because of this my parents are missing an important event happening in Bangalore. The good thing is that this was not an emergency situation. Could you tell us the possible reasons for preponement of flight and how do you go ahead in informing your customers about the same and actions you take when they miss on the preponement information. Please note postpone is a different case altogether as someone may be fine in waiting for another hour or so for a flight. This was quite an inconvenience for my parents. Hoping that suitable action will be taken in this regard. Regards, Chandan
Mail thread with ClearTrip
| Chandan 2 posts Delete post | I have already mailed and contacted on phone with Customer Representative and still not gotten a response. I contatacted the Kingfisher airlines and they mentioned that a full refund of Rs. 4560 [2280 per passenger] has been processed from their side already on 18th of June. I have not got any mail from your team in this regard. Can you please respond earliest. —Emails in this regard to kingfisher + Cleartrip— Hey, Just wanted to tell that this was not a good customer experience. Please add a menu item to direclty talk to representative Please remember preponing of a flight is a very different condition. If someone is staying 4-6hours distance from the airport and missed on the SMS, He is likely to miss the flight. In such cases please calling, It just cost Rs 1 per min. It will be great if you could transfer me the whole amount. I may be boarding flight/train later. Regards, —Follow up message— To Kingfisher no. KVOOVV the airport by 1 PM in afternoon they were kind of shocked by this. They missed their flight. We stay some 3 hours away from the Nagpur airport and this time my parents had to come from Washim after attending some meet I do not know what should be ideal thing to do, but as a customer i feel cheated. Please address this,Because of this my parents are missing an important event happening in Bangalore. The good thing is that this was not an emergency situation. customers about the same and actions you take when they miss on the preponement information. Please note postpone is a different case altogether as someone may be fine in waiting for another hour or so for a flight. Hoping that suitable action will be taken in this regard. Regards, |
| | |
| Shalina Admin 442 posts | Chandan – We regret the inconvenience caused to you. In case of flight reschedule/cancellation, Airline contacts the passenger directly on the contact number provided at the time of booking. The Airline was not able to get through the number hence they informed us. We tried calling on the contact number provided but there was no response, hence an SMS was sent from our end on 16th Jun’09. However, we have now initiated the refund process on our end and full refund will be processed back to your card within 5 – 7 working days. |
| | |
| Chandan 2 posts Delete post | I have still not received it??? Can you confirm the amount of refund…this is very slow response |
posted by Chandan Maloo at
3:18 AM
0 Comments:
Post a Comment
Subscribe to Post Comments [Atom]
<< Home