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.
Hello,
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.
Regards,
Vinaya
Wait…wait…wait. Had my email received the Shift-Del treatment? Luckily, NO!
September 15, 2006
Response from KingFisher Guest Care.
Dear Vinaya
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.
Best Regards
Guest Commitment
Kingfisher Airlines
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?
{ 7 comments… read them below or add one }
Smiling Girl 09.19.06 at 2:08 pm
Arey waah.. so this is what you were talking about the other day, is it?
Vinaya HS 09.27.06 at 6:53 pm
@SG: Yep! But I didn’t get a free ticket yaar.
Kingfisher bullshit 12.15.07 at 9:31 am
No wonder Kingfisher is a bullshit airlines
The chairman only is an intoxicated drunkard wayward and better not to trust the same
Unhappy with Deccan/kingfisher 09.25.08 at 3:28 pm
I had cancelled a ticket on 4th august 08 and till date am waiting for a refund, each time I speak to the customer service guys they say it will be done on monday/friday. 2 months have gone by without this refund being processed. I have tried reaching eshwar singh who happens to be the head of refunds, also sent him 3 mails, no reply till date, he doesnt pick up call or answers mails. i havent seen the height of unprofessionalism like this before.
Truly its the worst airline in the India.
Dr Ratnesh Kumar 10.18.08 at 10:01 pm
National Institute For The orthopaedically handicapped
(Ministry of social Justice &Empowerment, GOI)
B.T.Road Bon Hooghly, Kolkata-700090
(Ph. 033-25310610/3232/1248 Fax-033-2531-8379 )
(email director@nioh.in/ ratneskumar@rediffmail.com)
No. NIOH/Dir-Tr/08 Daed,18.10.08
Dr Ratnesh Kumar
Director Professor
Kingfisher Airlines,
UB Tower, Level 12,
UB City, 24, Vittal Mallya Road,
Bangalore - 560 001
Sub: Duplicate ticket in respect of Air Journey performed on 27th April,08.
Dear Sir
Undersigned performed an air journey by Kingfisher flight . The detailof journey is as below,
1. Guest Name – Mr R. Kumar
2. Date of Journey- 27th April,2008
3. Sector Onward Journey- Kolkata –Raipur ( Dep 7.15am) Flight No - &
Return journey- Raipur-Kolkata Flight No- IT2552 (seat no 8C)
The ticket for onward journey was purchased from Airport Kingfisher Counter while return ticket was from Raipur. The copy of boarding card for return journey available with me is enclosed for ready reference. Since I misplaced my above original ticket and the same ticket are urgently required to get reimbursement from the government.
In view of above, you are kindly requested to issue the duplicate document the said air journey (to and fro ) performed by King fisher flight.
Early reply will be solicited.
Thanking you
Yours faithfully
(Dr Ratnesh Kumar)
Dr Ratnesh Kumar 10.18.08 at 10:04 pm
please take action on my request to issue duplicate ticket for journey performened Kolkata to raipur &back on 27.4.08. at the earliest.
Dr Ratnesh Kumar
ratneskumar@rediffmail.com
Neha 11.05.08 at 4:00 pm
i got a positive reponse….
see mail trail below :
Dear Ms. Mahyavanshi,
Thank you for your email of 28 October 2008. I am pleased to know that you have had pleasant experiences with the service and hospitality on your previous flights with Kingfisher Airlines, and that we were your first choice of airlines for your forthcoming holiday to Agatti.
However I am concerned to learn of your disappointment with the service of the Call Centre and the apparent delay in their responsiveness to guests. At Kingfisher Airlines, we strive to provide guests a service that is both prompt and efficient and I regret that your experience was otherwise.
Ms. Mahyavanshi, we have faced some issues at the Call Centre on account of an increase in the number of incoming calls and I regret that you were consequently inconvenienced. Your comments have been taken up with the team for necessary action, to ensure that guests are attended to promptly and have a truly world-class experience. The team was also instructed to contact you and assist you with your request and I hope you have heard from them by this time.
At Kingfisher Airlines, we are committed to maintaining and improving our standards of service delivery in all areas. I know, however, that our performance has to be constantly monitored at every level and I therefore truly appreciate your inputs as well as your business and support.
Thank you once again for writing to me; I look forward to the continued pleasure of welcoming you on Kingfisher Airlines, and I hope you have a wonderful holiday.
Yours sincerely,
Dr. Vijay Mallya,
Chairman and CEO
Kingfisher Airlines
A UB Group Company
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From: neha.mahyavanshi@wipro.com [mailto:neha.mahyavanshi@wipro.com]
Sent: Tue 10/28/2008 12:41 PM
To: Chairman (Chairman@flykingfisher.com)
Subject: Reservation desk disconnecting calls
Dear Sir,
I have often seen you addressing the passengers on your airlines’ in-flight entertainment system and heard you say that if we have any complaints we should write to you directly. I never thought that I would need to do so as I have always found the service to be above expectations. However, today I have come across a not-so-pleasant experience and so I was pushed to the edge to write to you.
My family and I are planning a vacation to Lakshadweep and kingfisher was our first choice. I tried booking the tickets online, but since the Kochi-Agatti flight does not fly every day, I was getting the dates wrong. So I tried to contact the service help line on ‘080-41979797’ where I dutifully entered the right options to get the assistance of your personnel to book the tickets. However, instead of answering my call, the personnel are either hanging up on me (without even saying ‘hello’) or placing me on hold perpetually (again without saying ‘hello’) until my call gets disconnected. This was repeated four times, that is when I decided to write to you.
I have come to hear that you are now a five star airline. I truly believe you deserve that. However, my experience was not good today. It makes me reconsider my patronage for your airline. I do hope that you take appropriate action.
Regards,
Neha Mahyavanshi