I am belong to a customer service field, my job is to take care passenger needs like seat together, inflight meals request, verifying the valid visa and passport validity. If something wrong in seating together and inflight meal I am answerable to my superior. If my error spoted in visa or passport and both. pax will be deported to India, my superiors superior make a penalty in my account. Approximately penalty amount will be 2 lakh per head. As you may think superior doing job is to be vigilant that, am working in full fledged. My superior know my error only when their superior pointed.
We find different people different needs.
Preflight I checked there is WCHR assitance for the infant group. Our company policy is NO wheel chair for the pax with infant. It because how they can carry the baby if they seated in wheelchair, handyman moves the wheelchair with the pax they move in slope surface then lifts and some slipper floors and also crossing pax, it will be main barrier, handymain can't assure the safety of the inf and they too have pax luggage on there shoulder. WHCR will not be provide to the mom until they have the other adult with them.
In my case inf , mom and granny is there, we can provide the wheel chair to the granny and mom can lift the inf and verse versa
While I enter the flight thing happens is reciprocal granny carry the inf and mom need the wheel chair, mom is a able body granny is not, they also had 3 hand carry and two ladies hand bag. I asked them is they needed wheel chair or I will allocate a handy man for the baggage assistance. They selected baggage assitance.
After arrivals I come through arrivals same passengers making a compliant that they didn't receive one hand carry which retrvd in gate as the flight has insufficiant space.
Lady pax attacked me with words why it had happen. why they didn't get the bag.
I explained them there is minimum connection to catch the flight the incarriage flight, you had catched it but your one bag not. That one bag may be last as it had a manual tag.
I am sure the bag will reach us tomorrow in same flight same time.
Lady pax not convinced she need a assurance right now in letter.
Lady's question was
Point 1 - why they didn't get the bag as all others bag have reached
Point 2 - this is the second time we having this problem, disappointed with airline service need a compensation.
As i already said it's a short connection and your bag is hand carry it had a manual tag it may reached the gate late. And it's a hand carry this has no combination.
She not convinced. She spoke about USA LAW and dare she didn't received the bag. If you don't give trust in your word,
Why your staff get the our hand carry.
I started, first thing your allowance is adult can carry two hand carry, laptop bag
and ladies can carry one more ladies hand bag. But in your case you got one extra hand carry which should not allowed as per our airline rule. That why cabin doesn't have space for it and bag sent it to the hold.
Inf has a hand carry know that the bag.
Madam, you given the complained that you hand carry weight is 7 kg how a inf of age 2 years can lift the bag. Inf has no hand carry in any of the airline. How can you carry this much while traveling with inf?
She said that why i booked WCHR. Inf has allowance i can show it in ticket.
i said mam we give only whcr service porter facility is not avaible. You much carry your own things, by some help handyman doing it. Please don't miss use it. And please show the allowance in ticket copy madam so i can rectify my mistake.
She search, find none. She talk to her husband who is in USA, said the wrong information, that i argued with her that why she bring the extra language. And she hand over the phone to me.
I spoke, sir i am answered for what she asked for. My intention is not to wait her. She is not clear about the rule, and i explained it to her,
Person in phone said i contacted the customer care they said for inf we can carry one more bag.
I saying same thing inf doesn't have hand carry but inf bag of weight 3 kg it may be food items or diaper bag. I am sure inf cannot carry any bag of the weight 7 kg samsonite hard case.
Then status of our bag.
In next flight bag will teach your home same flight same time.
He said thank you
Lady started, we don't like your airline service we won't use it any more.
I thing myself, Following the rules is a service lapse, what to do it's my duty to follow.
This passengers are another void customer of our airline when the other airline follow the rule same pax is void customer to them. It's a routine.
