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Recently, I had a problem with the online reservation system housed at KingFisher’s portal. My credit card was charged for transactions that were not, in reality, completed successfully. A chronological summary of the events follows.
August 15, 2006
- Shocked to see a HUGE balance on the credit card
- Spoke to bank’s customer care who said only KingFisher could reverse the transactions
- Problem reported to KingFisher’s customer service centre with a follow-up email
August 18, 2006
Charges reverted! In two days flat. KingFisher had requested me to wait for about a week for the reversal. This is what I call “under-promise, but over-deliver.”
August 22, 2006
E-mail expressing my appreciation to the chairman.
This email comes with a warm smile from a very satisfied customer. KingFisher airlines represents the exuberance of today’s India. I still remember the day I first stepped on board a KingFisher flight. It was the moment I became a KingFisher customer for life. I have been an advocate ever since.
Recently, I had a problem with the online payment gateway that resulted in erroneous transactions being billed on my credit card. The professionalism shown by the call centre staff in resolving the problem is commendable.
I can’t wait for that day–and it’s not far away–when KingFisher would be the Number One airline in India. Please keep up the youthful spirit that is KingFisher.
Wait…wait…wait. Had my email received the Shift-Del treatment? Luckily, NO!
September 15, 2006
Response from KingFisher Guest Care.
Thank you for your email of 22 August to our Chairman. We do apologise for the delay in our response.
We are concerned to learn about the problem you faced when attempting to make an online reservation and sincerely regret the excess amount charged to your credit card. On a more positive note, we are glad that the level of professionalism and assistance extended by our reservation staff helped mitigate the inconvenience caused to you and in resolving the matter. We have forwarded your words of appreciation to the staff member you have mentioned and thank you on her behalf.
We are all committed to ensuring that our guests do “Fly the Good Times” and look forward to the pleasure of welcoming you on our flights again.
While the original problem was resolved real quick, the acknowledgement for the appreciation should have come much sooner. After all, how many customers take the pain to write?
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