May 31, 2009 09:55 PM
3214 Views
(Updated May 31, 2009 11:51 PM)
Bill Gates once said "Your most unhappy customers are your greatest source of learning" and the meaning could well be "You are eliminated if you do not care about it". Again unhappy customer once came to you as a customer because he thought you to be competent to meet his requirement.
One of my friends visited me while I was on my PC table and I could feel pity about him after hearing his "difficult go"(as he was narrating) story. I could see the mail exchanges with ezeego.
The poor chap(my friend) was a loyal customer of ezeego for more than 3 years and until this event. He tried to book two tickets from Bhubaneswar to Delhi on 7th May 2009. While making the payment it did not go thru and he immediately called the ezeego number to confirm and was assured that there is no such booking recorded and he can book fresh. He went ahead and booked the tickets only to find that his account was debited twice.
Now starts the pain. Almost daily a mail and phone call for about a month to provide them all the difficult and impossible information. The latest being the exact time of booking and providing the details from the bank. I was shocked to see a mail from one Komal Gaddam(from ezeego1) asking for six more details after sending the account statement and the details of the transaction to them. The funny part is this query came to him on 31st May after he got a confirmation that they have processed the refund on 28th of May in response to his query on non receipt of refund.
Ezeego1 introduces itself as Indians biggest online travel bazaar. We have seen so many biggests getting vanished in no time. Indian consumer is having enough strength to show this if he is taken casually. With the kind of competition from travelocity, expedia, travelguru, yatra, makemytrip, cleartrip and many more I do not see their future is bright. I could see it from the kind of mail exchanges and the harassment to an old customer.
The matter is as simple as crediting back the amount for which ticket is not booked to the same account, . In no circumstances it requires the bank statement, bank reference number, exact time of booking, authorisation code etc and all other general details. The customer care team is extremely inefficient to handle simple queries. The girl was talking(I could hear) of some problem with Axis Bank settlement with ezeego and blah . blah which hardly make any sense to a customer. She keeps phone on hold to check with someone else.
There is a famous saying “It takes less effort to keep an old customer satisfied than to get a new customer interested” and they failed to understand this simple business sense. I caution the fellow members to be careful while booking with ezeego1 since they may run from pillars to post for many weeks and months. I wish the travel agency gets conscious about the customer power and word of mouth.
