Here is my whole story which i posted on their website:
Day1: Nov1st 2007
9 days before the actual flight, air deccan begins the first
Humiliation by sending an sms to my dad's cell phone (NO OTHER FORM OF
COMMUNICATION FOR CANCELLATION OF FLIGHT). There has been no attempt
To tell the customer about the cancellation, imagine if the SMS was
Unread, it would have been havoc for my dad's job and mom's plan.
Imagine Reaching at the airport thinking of boarding the flight. But i
Suppose Air Deccan does not care. Anyway i had to buy other tickets
For my parents and i ended up paying 150$ extra, all because of Air
Deccan, which i suppose you don't care according to your terms and
Conditions.
Week Following Nov 4th: With the refunds department my experience has
Been dismal which is aggravated by the air deccan help line numbers
Available on web. I tried to contact refunds department with no
Success by the number given on the web. I have records of all the
Conversations (unsucessful and successful one in the end). I wasted
About 25-30$ on phone (note that the refund amount is about 150$).
Then i get an idea to mail air deccan for refunds and it is worthwhile
Noting that refunds department responded asking me to wait for 14
Working days. There has been no response even after 21 working days, i
Tried sending a few more mails but nobody wants to respond as i
Suppose they dont care anymore (or for me "Air Deccan does not care
Anymore"). Anyway with some muscle power on phone, I was able to get
Some phone numbers from Ms. Xxxx at reservations which after one
Trial (xxxx at IT) led to Mr. Xxxxx and team. Mr. Xxxx
Sounded very diligent and has convinced me that i will have
Refunds before coming Monday which is Dec 10. The customer has no
Choice but to believe his words as he said before "refund in 14
Working days". So i will wait until Monday and feel at the end of it
That "Air Deccan does not care".
My experience with Air Deccan gives me a feeling that Air Deccan is
Not a organization but a company run by individuals who lack
Commitment to the mission of Air Deccan. And if this not true then Air
Deccan is itself company without policy or mission.
I would like to know why it took more than 14 working day "policy
Commitment" for refunds. If according to your policy i am not eligible
For any extra claims for flight cancellation by air deccan. I need
To know how much extra compensation i am eligible for not meeting the
14 day policy commitment for refunds on your part. If you are not sure
About your flights, then you should collect money at the time of
Check-in especially given your inability to return funds in time. I
Am looking forward for an answer which should cover all my concerns
Not only refunds.
In brief i want answers to following questions:
1. External agency which certifies Air Deccan for customer care (Any
ISO standards)
2. How do you make sure that you have reported customer about flight
Cancellation.
3. Level of difficulty to apply for refunds for a flight which is
Canceled by air deccan (you should make the life of cancelled flight
Passengers easier, rather than making it more difficult.)
4. Your inability towards refunds in a given time frame
5. Your inability to answer customer queries
6. Compensation for my additional costs incurred in inefficient refund procees
Also please let me know clearly, my eligibility to the answers of
Above mentioned questions. If you think i am not eligible to know the
Answer, please provide an explanation.
0 comments