The drama
I myself considers to be very punctual n in fact i am. This
morning is no exception. My flight is scheduled at half past noon. I reached
the Airport by just seven past in the morning. This leaves me enough time
leisure time while I wait the flight. As usual, i looked at the flight display
information. I found that my flight information is no where to be seen. I went
to an information desk and asked about it.
To my shock and surprise, the flight early morning at half past two. I searched for official of the airline but no one could be traceable. So the drama unfurled and I wrote this end at the end of day.
To my shock and surprise, the flight early morning at half past two. I searched for official of the airline but no one could be traceable. So the drama unfurled and I wrote this end at the end of day.
Dear Make My trip
I would like to bring to your attention on the following two
broad headings.
Sub: Reschedule of the flight
I booked a round trip flight from Mumbai-Narita and Narita Mumbai
bearing Booking ID: NN2301010373878 dated Fri 13 Feb 2015. The fight details were
Fri 13 November 2015 from Mumbai to Narita departure scheduled
at 12:25hrs. Accordingly, I reserved a taxi and train to travel from Pune to Mumbai
to catch the fight. I arrived in Mumbai Airport at around 7:00AM early morning.
I looked at the diplay board and waited the flight information
to be displayed. But it never got displayed and I inquired about the flight through
one of the information desk at the Airport. To my utter shock and surprise, I was
informed that the said flight departed early in the morning at around 2:30hrs.
I finally had to reschedule the flight and had to pay Rs. 12939
(Twelve Thousand Nine hundred and thirty nine only) as no show penalty and to reschedule
charge.
IN this regard, I must inform you that the Rs. 12939 may be reimbursed
as soon as possible as I have never been communicated on the reschedule (change
in time of the departure) by your good office in any form (Telephone, SMS or Emai
or otherwise) nor by the Airline. Therefore, I take no responsibility to bear the
extra payment I made except I paid to just to depart at the earliest as this trip
has been planned since January and I purchased the ticket by February. This message
has been communicated to your staff through out the day very clearly and explicitly
again and again and they also informed that if I am not at fault, the payment would
be reimbursed. Therefore, your good office is kindly requested to immediately reimburse
the amount and may fix the accountability as deemed fit.
Daylong harassment and mental torture
I must also bring in detail how I managed to get my flight itinerary.
As soon as I realized
that the flight has left, I called your call center (1-800-102-8747) to inform about
the flight departure and seeking your office help to get me onto another flight.
First call receiver asked me to meet any Malaysian Airline staff
in the Airport to discuss the matter agreeing that I was not served any notice or
informed of the change and even he is unaware of the reschedule. Actually, I know
that is not my responsibility to contact the Airline because I did not buy the ticket
from Airline and Airline is only a third party. But as a matter of courtesy, I did
try to contact the Airline but I was informed that since there was no other flight
in the day, no staff of the said Airline would be available in the Airport.
I then made the second attempt to make call to your center and
this time, it was picked by another male staff. He told me that, since its early
morning and Airline office not yet open, I need to wait and in the mean time, he will contact the Airline as soon as it is open
and will get back to me. I waited almost till 11:00hrs. But he never contacted me.
I had to then make the third
call, I was greeted by female staff Named Neha. I had narrate everything
from beginning to end, what happened. She kept me on hold for about an hour and
told me that if I want to travel, I have pay little more than Rs. 20000 (Twenty
Thousand) as a penalty for no show and cancellation.
To which I refused to pay first convincing her that I was not my fault as I was
never informed of the change. She told me that it would be reimbursed if I am found
not be liable and that is the only way she can reschedule my flight. I agreed to
pay and asked her extension No. which she gave was 2484. Since, my account did not have that much money, asked my spouse to pay through
her credit card.
Then I called your staff again to
get connected to Ms. Neha. But I could never communicate to here thereafter. The
call was received by staff Benjamin Ra and he tried to connect me with Neha but
even after half an hour I could not get through. He then agreed to help me. I had
to again tell every bit of the same story
to him. He kept me on hold for about 2 hours in total, spoke to his superior and
Airline. He informed that I had pay the penalty just now as the case has not been
verified. This, the amount was Rs. 12939. I tried but could complete the payment
due to some technicalities. I told him to wait for some more time and he agreed.
After sometime, I managed to pay the
amount Rs. 12939. By that time, I was past three in the afternoon. Since, I could
pay the amount, I tried to contact him again but the call was received by another male staff, so
arrogant and disrespectful. I asked him to connect me to Mr. Benjamin since Mr.
Benjamin has instructed me to pay the amount by sending me the payment link, the
call receiver denied knowing anything about Benjamin and asked me to explain again.
I explained everything to him and he kept me almost 20minutes on hold and demands
that if I wish to travel, I must pay Rs.4501 or else go home. I pleaded with him
and explained to him about the situation and payment advice I received from Mr.
Benjamim. This caller made fun of me, talked to me the manner I don’t deserve as
he talking as if I m his friend and we playing some game and transferred me to a
new booking department and I had again explain everything from beginning, then he
told that I was not in his area and refused any further conversation.
Thereafter, I tried to make to contact
Mr. Benjamin but could not get through for about half and hour on waiting. By then
it was almost 16hrs afternoon. I did not eat lunch not even got a chance to drink
a cup of coffee was I was trying to get my issue addressed from early morning. With
no further hope and continued harrasement I was searching to file a FIR with the
police on this matter and also Tourism Department, Mr. Banjamin called me and I reported to him about
additional payment of Rs.4501 to which he said he has idea as I have made the full
payment. If earlier caller did not laugh and joke at me, I would have paid the additional
amount also.
Finally, Mr. Banjamin toward late
evening informed me that the new ticket has be confirmed and upon the verification
of the case, the penalty I paid would be reimbursed as early as possible.
In this regard, I would sincerely
thank Mr. Benjamin Ra for his support to make my travel possible finally.
In this chain of events, I would like
to inform your good office that I was literally harassed throughout the day as each time I call, the call was received by different person and had to explain
again and again with almost no result except Mr. Benjamin’s effort. I felt emotionally
black mailed by your office to demanding me to pay the penalty or else my trip will
not be possible and felt cheated some of staff who tried to ask me to pay so much
amount when I was in such a desperate situation.
I thought that your good office good
values and care for customer but now I completed regretted booking through your
office and will never in my life time and my family’s lifetime would book any fight
or transport of hotels as I have learned a lesson how bad many of your staff are
in dealing with customers when we are really in need of your help.
It has been the worst kind of travel arrangement and dealing
with such kind of staff in my life and I still feel hurt and mentally tortured the
way your office did this to me.
Finally, I would once again reiterate that neither your office
nor the airline as ever notified me of the change in departure. And for me, as a
travel agent to whom I bestowed my trust
and booked my ticket, you are liable reimburse the penalty I paid today as I am not at all defaulter and also I paid for your
services and it is your duty to inform me of any such changes as it involves lot
of effort and expenses for as individual.
Yours Sincerely
