Our kerala trip was filled with many a moments of bad customer service . The first moment happened right at the airport when the guys happily announced that one of our baggage was still stuck at Chennai (and we were in Cochin ) . It was a travel bag and all of my husband's clothes were in that bag. The only comfort feeling was that he had anticipated this and had just one set of clothes for each of us in the hand baggage .May be that was the reason the usual fussy customer (my hubby) sounded cool when the jet airways representative told us about the missing baggage and that it would be sent to the hotel in a few hours .They were expecting it to arrive by the next kingfisher flight. We were too tired to talk anything more and we took the drive to munnar as planned .By the time we settled down at the hotel , we had forgotten about the missing baggage .It was already evening and there was not even a courtesy call from Jet airways to inform us the status on the baggage.I told sujay to call them up and we were pleasantly shocked to hear the response .The duty manager was telling us that bag is still in chennai as kingfisher did not accept it , so it has to wait for the next jet flight .He then enquired what we were supposed to do and what about the compensation .That guy was rude enough to say , baggage loss is bound to happen in air travel and company can compensate only if they do not deliver it beyond 24hrs. We told him , it is going to reach us literally the next day (as estimated time to receive the bag was 01.00am) .Finally we gave up on this call and were telling each other how jet airways have gone to dogs.That is when my hubby told me that even in the flight he asked for coffee or tea (it was a morning light -departure at 06.30) and the flight attendants told him that only vegetarian meal is available .Do they expect the customers to have a meal at 630am ??
Now , the second moment - Nothing could have been worse than the services at Waterscapes -shame on kerala tourism for running a hotel like this . Forget getting Big B as an ambassador and better buck up on your service else your tourists will only drop .If you want to experience the worst holiday in life -Stay in waterscapes . We checked in to the room and from that moment -my 7 month old baby was only crying .As the A/C in the room literally did not work and the weather is kumarakom is twice as hot as how it is right now in chennai ...can u imagine our plight ?
We called the reception to complain -Staff there only speak malayalam and they do not even make an attempt to understand our english .We try all the sign languages and the Malayalam accent tamizh to tell them what we want .Comes an A/c technician (after half hour ) who just checks the machine and tells us " It's working " .He just leaves ...we wondered if this is how all the rooms were.We asked for a room changed immediately and left for sigh seeing .We instructed them to leave the A/c on .When we came bk to the room , we thought everything was fine until it dawned and became the next noon .I had to remove all the clothes on vihaan so that he could feel some air .His hair was wet because of the sweat.It was HORRIBLE !!! And every time we called the reception -they understood nothing and once the guy just hung up the phone.
Sujay and i went up to the reception , blasted them and called for the manager .There he came justifying this is how it is as kumarakom weather is bad .We told him the previous night we had dinner at Taj and we did not feel this way at the restaurant. He then offered a room change .Again we were going out , so we told them to shift ....story repeats ..when we were back ...the room was just HOT. Sujay was at his worst temperament and told me i better agree to shift to TAJ. I did not have a choice as then i cud not see the money being more important (as we had already paid for this hotel) than vihaan's sweat. We then moved and what we experienced from there was just ROYAL treatment. It was like as if all the bad experience was compensated with the TAJ experience .
For the TAJ experience , follow my next blog !!!
2 comments:
In our experience to kerala 2wce we were helped so much right from choosing the accomodation till we boarded the train....Guess it all depends on the people we meet and our individual experience.Take for eg everyone said Airtel BB is the best and I had one worstest experience with them to get the connection so now sticking with bsnl.
But gud that u moved to Taj atleast for vihans sake becos we cant see our lil ones suffer.....so TAJ was worth each penny right...cant wait to read ur next post!
We used social media to voice our frustration and the pain we went thru with WaterScapes and Kerala Tourism. I got a call/email and a promise to refund me for the scheduled stay with them.and it did happen.
Pleasantly surprised to note that Indian Companies have also started giving importance to the power of social media and what it can do for their product/service.
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