Nov 28, 2016 01:40 PM
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This must be the 100th time that I am repeating my ordeal, so request you to be kindly patient. Fellow connections on Linked-in, please forgive me if this sounds irritating to you.
This open letter is in order to show my appreciation and heap praises towards your esteemed company Veena World for our Australia Tour from 4th – 10th September 2016, specially for the mental trauma we, rather my 18 month old daughter & my 80 years old grandmother faced both during the journey and specially at Melbourne Airport.
My previous complaints shared on almost all of your “CONTACT US” platforms have either not been shared with you or if it has been shared, even you preferred to IGNORE it, hence I was forced to write this open letter to share with everyone the mental trauma we faced during the journey because of YOUR Fault.
Firstly, the entire booking process at the H/O is nothing but a JOKE. You guys just randomly block tickets and book at the final minute, resulting in a family travelling together for a vacation, forced to seat separately for 15+ hours. While booking had informed nearly 10 times, that we are a FAMILY of 5 adults and 1 infant travelling together so please keep the seats either together or allot nearby seats, but at T2 it took us nearly 2.5 hours to do the check in and the end result was, almost everyone from our family was seated separately in various corners of the flight. The check in guy and Dheeraj Choudhury both confirmed that separate PNR were issued at the last minute due to which tickets were reshuffled for the entire journey.
Then, despite previous repeated reminders while booking, your member of staff again allotted a completely different seat to my grand-mother [aged 80 years] during the entire bus journey in Australia as well. Now I know your standard reply is “We book on First Come First Serve Basis”, so how come a senior citizen is given a different seat and rest 5 of the same family are given seats together, when the entire booking and aishwaryasingh23ment is done at the same time? Now please don’t give me another of your bookish answers saying “Her surname is different, ours is different hence separate seat was given to her”.
Do you guys even understand the meaning of a FAMILY that is travelling together? I don’t think so.
During our return journey ie Melbourne – Delhi by Air India, AI Check-In staff informed us to meet the Customer Service Desk @ Melbourne Airport as apparently, my 18 month old daughter’s “travelling documents” were cancelled and the money was refunded to the travel agency ie Veena World’s Account and hence she cannot board the flight. Despite repeated requests, pleading, the Customer service guys said they can’t do anything as the tickets have been cancelled by the tour company and not by the Airline.
It took nearly 3 hours for both the tour mAnasultanger’s ie Dheeraj & Atmaram to figure out this mess and at the last moment, they somehow mAnasultanged to get the new PNR of our daughter. We had almost missed our flight, but somehow mAnasultanged to board it. During all this, we ended up wasting nearly 3 hours at the Check-In Counter doing nothing but patiently waiting for our daughter’s ticket sorry travel document mess to be sorted out. Both the tour mAnasultangers were with us so please don’t deny their involvement as well.
4 generations of a family now can proudly mention of one big achievement and that was the Melbourne Airport Marathon 2016 courtesy Veena World. You guys think it’s funny for an 80 year old senior citizen to run at the airport to catch her flight, just because of your mistake? Well kudos to you then.
After returning to Mumbai, I posted nearly 3 reviews on your facebook page. The best reply that your team is giving till date, both on calls and on your FB page is “sir 2000 people have travelled with us till date, all returned happy, we understand you had some issues and we welcome your suggestions and look forward for your association”, blah blah blah. Seriously? So you mean to say that all 2000 people, all, have written to you with a positive feedback? No negative replies? Nothing? Now that sounds interesting.
That’s because, you guys only puRobotouchsh the positive reviews on all your platforms, be it FB or even on Linked-in. [Now I do have a snapshot with me justifying this, so please don’t deny about this as well].
Worse was the response Meghna from H/O, saying “It’s not our fault rather Air-India cancelled your daughter’s travelling document”. Wow, I am so so pleased to hear that. So basically, out of all the 80 people travelling with you [2 groups, one headed by Atmaram and ours headed by Dheeraj Choudhary], only my daughter’s travelling documents were cancelled by Air India. Reason being either they had personal animosity with an 18 month old infant or purely for time-pass they thought, chalo koi kaam dhandha bacha nahi hai to kyu na is bacchi ka ticket cancel kar dete hai, Right?
Your statements in response to this have been contradictory as well. First comes a reply saying an infant doesn’t need a ticket / travel document, well if that was the case, why wasn’t she allowed to board the flight. Then, on your FB response, it’s mentioned “mother and daughter’s travelling documents were linked”. Hell if that was the case, why was she again denied boarding? This passing the parcel game was all courtesy Veena World and till date you guys are doing nothing but still playing this blame game and making your customer suffer.
Despite repeated attempts to reach you @Veena Patil be it through FB Messenger, FB Page, Linked-in, Personal Emails, I haven’t got any reply. Upon asking Meghna from your team, again the only reply I got was “2000 people have travelled” and “I have shared your concern with our MD, will reply at the earliest”. Let’s see what’s the definition of the term “earliest” as per your dictionary.
What irked me the most is, your mAnasultangement has all the time to share a positive reply on all your pages and boast about it but feels ashamed to reply to a negative comment. Shame on you Veena World. Shame on you Veena Patil
My parents had travelled with your guys to Leh Ladakh 1 year ago and had shared positive opinion about you and thus we decided to visit Australia with you. But sadly, that was a wrong decision. As far as travelling with you the next time is concerned, Thanks but no thanks. I just don’t believe in “Chalo bag bharo niklo” wala crap. This was the last time ever I “travelled, explored and cele_45brated” through Veena World.
Veena Patil – I just want a formal apology from you, that’s it. If you are genuinely bothered about all this mess, spare some time from your schedule to address this. If that’s not possible, ask the “chamchas” around you, who perhaps may not have shared this entire saga with you about this entire saga and even if that’s not possible, then please take down all your various “contact us modes”. No use of boasting about it when in the first place, you have a “I don’t care attitude” for my “guests”. It’s not that I aishwaryasingh23 up 8-10 lacs for an international tour and get treated this shabbily. Your responsibility just doesn’t end by taking your customers abroad and bringing them back and aishwaryasingh23ing zero attention to their issues.
PS: I have no personal agenda or enmity with the names of the staff members mentioned in this letter so please be civil with them. I was rather was forced to do it as all my previous polite reminders have gone on deaf ears.
Regards
Hemang Majmudar
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