Awareness

[Watch] Voice Of Customer: Travels Treats Customers Badly For Complaining About Delay And Malfunctioning seats

The Logical Indian

April 16th, 2016

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This is a video of a customer being rudely rebuked by an employee of a reputed travel agency. The customer had merely sought the reasons why the bus is being delayed for three hours and also why his co-passengers pushback seat was not functional.

The customer had two issues

  1. The three-hour delay of the bus – The customer, clearly concerned about the delay and the eventuality of he going to office late because of the delay.
  2. The malfunctioning pushback seats – The pushback seats would not function well and hence, the lady raised the issue with the employee of the travel operator regarding the same

In both cases, the employee had rudely responded to them taking no responsibility nor showing any regret for the delay or the malfunctioning seats.

Some of the lines spoken by the employee were:

“People die of heart attack, why wouldn’t a bus suffer a breakdown, stop complaining”

“Don’t talk rules to me”
“Seat got repaired when we came from Bangalore, it can be repaired only when we reach Bangalore”

“I can’t respond to all of the queries”

Off late, there have been quite some complaints about customers being rebuked rudely by private travel operators, despite the high prices paid for the tickets. The whole incident warrants a few questions that might be worth pondering.

Are the bus travels taking customers for granted, despite customers are willing to pay high prices for the tickets?

Have you faced any similar instances of being ill-treated by private travels?

Does this or many similar instances call for appropriate grievance redressal mechanism for the customers?

Should the government intervene and warn or even legislate laws that empower the customers?

 

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