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.
Showing posts with label Citizen Journalist. Show all posts
Showing posts with label Citizen Journalist. Show all posts
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 !!
Wednesday, December 19, 2007
A New Direction — Citizen Journalism
I have followed closely the CNN-IBN impact stories, stories of dairy workers getting their jobs back, stories of people exposing the scams in several universities such as Rai University, and stories of Mumbai guys imploring the nation to shut down lights for one hour in wake of Global warming. How many such initiatives have been taken and gone unnoticed, how many times people’s voices have been ignored in past.
The next big thing, Citizen Journalism makes me think the uses, abuses, and implications of this awakening. Among several things, I think the most important aspect of Citizen journalism is that we get first hand information that many organization and individuals may not reveal via individuals who act as citizen journalist. Also, the news are on the spot and authentic for example a person in Lucknow recorded in his cell phone a burning car left unattended on road for several hours. Essentially, I think this is a new platform for people to connect with people via media such as CNN-IBN, via website such MeriNews.com. Amazing and perhaps, revolutionary. A perfect setting for a democratic and egalitarian society.
However, as every change will find face there are divergent views on the subject. I have read media and individuals questioning the authenticity and the intention of the news. The ability to make an impact on such large scale, close to a billion people, can sometimes lead to vested interests. Granted such accusations cannot be neglected, consider for example large scale sedition in Singapore on blogs. While a journalists are professionals and know how to prepare and present an incident in a sensitive society, citizen journalists and bloggers are amateurs. However, I believe this is where the Media and Website have to be integral and clear for the purpose they represent.
Another argument against this movement is that the quality is getting diluted and people represent individual opinions, I ask can we trust each and every journalist to the core for the reports that they present. Is it always true and can we take each news a writing on the wall ? There were reports of a news channel making superficial scams on a school teacher of late !! Given that the big guns, the successful media professionals who have made an impact in this industry such as Mr. Karan Thapar, Mr. Rajdeep Sardesai are here to stay but the future truly belongs to us, citizen journalists. The new breed of citizen journalists has brought many more ideas, area that may be overlooked by press and reporters are brought on surface. People are becoming more aware and ready to contribute to their surroundings.
I think it is important to capitalize on this enthusiasm and a proper channeling of the growing awareness has to be done and keep the spirit going. I plan to join soon and conrtibute my 2 cents errrr 2 Ruppes !!
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