This post is to reflect my bitter experience with KLM Airlines when I returned from US after 1.5 years for just 2 week vacation. I have been following CNN-IBN Citizen Journalist news for long from US and I wished to join CNN-IBN as soon as I get back to India. However, I didn’t know my story will start right from the time I land in India.
It started on 29th Dec 2007 when I landed on Indra Gandhi International Airport. Delhi. I has a connecting flight with KLM from Amsterdam and I landed at around 11:30 P:M. The unwanted did happen. One of my bags was missing. As I returned to customer care desk, the lady candidly told me that she has a message for me. My bad could not be loaded into the flight and would come next day. I calmly responded that “I understand you cannot change what has already happened. However, I would hope that you make an expedited and safe delivery of the bag to my address in Punjab”. The lady greeted me well and nodded. There were number of other people shouting on missing their bags. I, however, choose to hope that delivery would be made, only to find it far from truth.
Next day I got a call from KLM that my bag has reached India i.e 30th Dec and would be delivered to my address the next day. I was happy since I had a lot of New Year gifts in the bag and hoped to wear good clothes I bought in night’s party. However, all dreams were about to be crushed. By the evening I called them again only to be told that bag is on it’s way and would be delivered soon. Next day, again I was given the status that bag would reach me by evening. Leave aside the rudeness of the customer care, they did not know the correct location of the bag. Then, in next call they tend to shave off from the whole issue and gave me the number of supervisor for the driver. The number was 09813849651. The supervisor on repetitive calls picked once and would always say that he is not able to contact the driver. He could not contact his subordinate for 2 full days and never was able to tell me where my bag is.
In agony, Dec 31st and Jan 1st slipped away and I was still without my cherished clothes, my gifts n chocolates I brought from heart for my family. I woke up on Jan 2nd wondering that a bag reaching New Delhi on 30th December and thereafter, it could not travel 300 Km in 3 days. I called at the required number 011-25652420. A lady named Jyoti picked. I immediately asked to talk to the manager and she said she is the manager. After hearing my story, she said she will call back in 10 minutes. The 10 minutes that never came. I called after an hour and a guy called Karandeep picked the phone. Ironically, on my request to speak to some manager, he said they do not have any managers. And the bag, he said they have dispatched. When I insisted that I care about the delivery, he confidently said that I will get my bag in 2 hours. After 6 hours, I called back again. This time again, Mr Karandeep picked. Rather than having any clues about his claim to send me bag in 2 hours, he proposed that my bag will reach me in evening. Now, since I was hearing this since last 3 days, I insisted to find out where exactly the bag and the cab driver are. To my surprise, Karandeep had no clues and he gave me the driver’s number to find out myself. As I called the driver, he responded that he has no baggage from KLM and he no baggage for my address. I was tired, frustrated, and felt really weak.
With no clues to where to talk, I called back again to Karandeep. Again on request to talk to someone for escalations, there was noone. My Karandeep could not even tell me who else can I talk, how will he find the coordinates of my bag, when will I get my back so that I can plan my vacation to Shimla. After 1.5 years, I came for a vacation back home just to spoil everything due to the lousy services of an internationally renowned Airlines.
It is only in now that I have got a call from the driver who is some 100 Km Away from my location and he hopes to make it to my place today night or tomorrow morning. On my emphasis of the difficulties I am facing, he reflected that he hears the same from everyone. I have no issues or complaints against the driver. I have no issues or complaints against the missing baggage on the flight, it happens. But my issues is against the lousy customer service that has been provided. I wonder what image will be project with such service to the tourists to our country. I also wonder what actually is the service agreements of these Airlines with the courier companies. And I also wonder about those co-passengers whose both bags were missing from the flight !!!
I have proposed this story to CNN-IBN CJ Initiative and look forward for co-operation of CNN IBN to bring to surface such service issue. I would be happy to assist in manner as may be required.
Friday, February 01, 2008
Wings of Changes @ Dhuri - Citizen Journalist Ideas
I returned to my home town Dhuri after a gap of 8 months. After having underdone a mental surgery in US :P , I began to see things from a different perspective here. I realized while nothing has changed on surface in my home town, wings of several changes are prevalent among the people here. I intend to note my observations here, to keep track and in hope to find more ideas.
Yesterday, I heard a conversation among several small shop owners. Everyone was cognizanance reflected the changes in customer mentality these days. Someone said “ Earlier there were 100 customers and 10 shops” and today “ There are 10 customers and 100 shops. Where will we all go”. Then someone else reflected that earlier the villagers used to come to town and used to feel that since they are in a city* , they should at least eat some sweets or buy some clothes. Today the same stuff is available in villages, so where will small towns like ours go. The people who belong here, tend to buy from larger cities. I was quite intrigued by the depth of thought and the valid concerns among these people. I couldn’t resist and joined their talk. I introduced the concept of Organized Retail and the impact of the same on these stores. The store owners in unity were aware of the threat. They also reflected that although it will take some time for Organized retail to reach small towns like Dhuri, but in awake of this threat they do not want their children to open a new shop / sit in their own shop. Wings of Change I thought. In the days, I used to study in school, the children of shop owners used to be the cool guys with lots of money to spend and with a secured future. Whereas, children of servicing parents such as I used to feel the heat to study hard or else prepared to be doomed.
Second, I also noticed the Euphoria here for the Fly-Over under construction in Dhuri. I could not resist smiling to my barber’s comments that “Dhuri will become a Heaven, an advanced city as compared to neighboring towns once the fly over opens this June”. I could not resist the temptation to visit the fly over venue and click some pics of this heavenly structure :) !! Wings of Change !! [ I did click pics, unfortunately lost the same in my old cell phone ]
Third, a long standing work that I had on my mind is getting started. The Social Activity that Dad has been doing is in shackles these days. I learnt various aspects, not so comforting, from my Dad. I hope to step up my involvement to make my father’s initiatives of free-after school tutoring a larger concept. It was, however, comforting to note that the earlier suggestions have helped Dad to open 3 more chapters of the institute in region. I believe the order of the day today, considering the unorganized functioning of the organization, is to consolidate the activities. Identify a revenue stream, form a steering committee meeting, develop a code of conduct and process to evaluate the teachers at entry point. Lot of things to be done here !! Wings of Change !!
Forth, long handicapped of not being able to drive a Car, I have taken a decision to utilize this time off back home in a constructive way. Dad has found someone who will teach me Car Driving over next 2 weeks and I hope to buy my own very soon. Wings of Changes, yet to hit the road !!
Fifth, lot of marriages. What’s going on ? As I landed here, in next 2 months I am scheduled to attend three marriages and one first lohri celebrations for my nephew. Wow !! This is what I love about India. I am pretty sure I will not know when these 2 months will pass away. And I also sure that a 2 months progress there will be lot more news from different friends. Seems like everybody is getting married. Ahhh no, I am interested yet :P !! This one is not a change I know !!
Yesterday, I heard a conversation among several small shop owners. Everyone was cognizanance reflected the changes in customer mentality these days. Someone said “ Earlier there were 100 customers and 10 shops” and today “ There are 10 customers and 100 shops. Where will we all go”. Then someone else reflected that earlier the villagers used to come to town and used to feel that since they are in a city* , they should at least eat some sweets or buy some clothes. Today the same stuff is available in villages, so where will small towns like ours go. The people who belong here, tend to buy from larger cities. I was quite intrigued by the depth of thought and the valid concerns among these people. I couldn’t resist and joined their talk. I introduced the concept of Organized Retail and the impact of the same on these stores. The store owners in unity were aware of the threat. They also reflected that although it will take some time for Organized retail to reach small towns like Dhuri, but in awake of this threat they do not want their children to open a new shop / sit in their own shop. Wings of Change I thought. In the days, I used to study in school, the children of shop owners used to be the cool guys with lots of money to spend and with a secured future. Whereas, children of servicing parents such as I used to feel the heat to study hard or else prepared to be doomed.
Second, I also noticed the Euphoria here for the Fly-Over under construction in Dhuri. I could not resist smiling to my barber’s comments that “Dhuri will become a Heaven, an advanced city as compared to neighboring towns once the fly over opens this June”. I could not resist the temptation to visit the fly over venue and click some pics of this heavenly structure :) !! Wings of Change !! [ I did click pics, unfortunately lost the same in my old cell phone ]
Third, a long standing work that I had on my mind is getting started. The Social Activity that Dad has been doing is in shackles these days. I learnt various aspects, not so comforting, from my Dad. I hope to step up my involvement to make my father’s initiatives of free-after school tutoring a larger concept. It was, however, comforting to note that the earlier suggestions have helped Dad to open 3 more chapters of the institute in region. I believe the order of the day today, considering the unorganized functioning of the organization, is to consolidate the activities. Identify a revenue stream, form a steering committee meeting, develop a code of conduct and process to evaluate the teachers at entry point. Lot of things to be done here !! Wings of Change !!
Forth, long handicapped of not being able to drive a Car, I have taken a decision to utilize this time off back home in a constructive way. Dad has found someone who will teach me Car Driving over next 2 weeks and I hope to buy my own very soon. Wings of Changes, yet to hit the road !!
Fifth, lot of marriages. What’s going on ? As I landed here, in next 2 months I am scheduled to attend three marriages and one first lohri celebrations for my nephew. Wow !! This is what I love about India. I am pretty sure I will not know when these 2 months will pass away. And I also sure that a 2 months progress there will be lot more news from different friends. Seems like everybody is getting married. Ahhh no, I am interested yet :P !! This one is not a change I know !!
Redefining Lives!!
It has been a unusally large break from blogging world. Number of factors have been the culprit.. I hope to revive this year's blog with this post....ciao
I had an experience this weekend while traveling back home from a person who embodies Mr. Ratan Tata’s thought process. Ironical it may sound; the comment came from an Auto driver.
As I boarded the auto, that my US client was so found of that he bought a toy Auto and kept on his desk, I could not resist my inquisitive self to engage the driver in conversation and seek insights of his thought process and aspiration. I began my conversation by asking him about his experiences as Auto Driver. He shed first experience details on the red tap auto drivers have to accommodate to get a contract to drive auto. Finally, the conversation drew towards Mr. Ratan Tata’s brainchild, Nano. I questioned him whether he intends to buy Nano and how he plan to use the car?
Promptly, he replied that “Sahab, hamare zaise log roz auto chalate hain, signal pe baddi baddi AC wali gadi dekh ke hamara bhi maan karta hai ki hum apne bachoon ko kabhi gaddi mein ghumyane. Tata Nano hamare sare sapne pure kar degi. Hum yeh gaddi zaroor lenge” [Sir, people like us drive auto the whole day. We see people in big AC cars everyday and we strive to provide such facilities to our children. Tata Nano is a dream car and I will certainly buy it]. I was amazed by his sensitivity and desire to have good resources. Additionally, I also could not help amaze at Mr. Ratan Tata’s vision and thought that connected so dearly with people at bottom of the pyramid.
The driver went ahead to question whether I, being Tata employee, could help him get car this year itself. He feared the production would be too low this year for ordinary people like him to get the car. Surprised at his such strong intent on the car, I expressed my helplessness in this matter but promised him that Mr. Tata has vision big enough to help him achieve his dreams.
I have always rated Cell phones as one gadget that during my lifetime have redefined India. Tata Nano definitely ranks in same the grade and perhaps even bigger, given the international impact the car has made. Perhaps, I will take a toy Nano for my US client next I go there. As I left the Auto that day, I could foresee the driver happily driving Tata Nano with his children playing at back seat, shielded of the scorching heat outside.
I had an experience this weekend while traveling back home from a person who embodies Mr. Ratan Tata’s thought process. Ironical it may sound; the comment came from an Auto driver.
As I boarded the auto, that my US client was so found of that he bought a toy Auto and kept on his desk, I could not resist my inquisitive self to engage the driver in conversation and seek insights of his thought process and aspiration. I began my conversation by asking him about his experiences as Auto Driver. He shed first experience details on the red tap auto drivers have to accommodate to get a contract to drive auto. Finally, the conversation drew towards Mr. Ratan Tata’s brainchild, Nano. I questioned him whether he intends to buy Nano and how he plan to use the car?
Promptly, he replied that “Sahab, hamare zaise log roz auto chalate hain, signal pe baddi baddi AC wali gadi dekh ke hamara bhi maan karta hai ki hum apne bachoon ko kabhi gaddi mein ghumyane. Tata Nano hamare sare sapne pure kar degi. Hum yeh gaddi zaroor lenge” [Sir, people like us drive auto the whole day. We see people in big AC cars everyday and we strive to provide such facilities to our children. Tata Nano is a dream car and I will certainly buy it]. I was amazed by his sensitivity and desire to have good resources. Additionally, I also could not help amaze at Mr. Ratan Tata’s vision and thought that connected so dearly with people at bottom of the pyramid.
The driver went ahead to question whether I, being Tata employee, could help him get car this year itself. He feared the production would be too low this year for ordinary people like him to get the car. Surprised at his such strong intent on the car, I expressed my helplessness in this matter but promised him that Mr. Tata has vision big enough to help him achieve his dreams.
I have always rated Cell phones as one gadget that during my lifetime have redefined India. Tata Nano definitely ranks in same the grade and perhaps even bigger, given the international impact the car has made. Perhaps, I will take a toy Nano for my US client next I go there. As I left the Auto that day, I could foresee the driver happily driving Tata Nano with his children playing at back seat, shielded of the scorching heat outside.
Subscribe to:
Posts (Atom)
