During my recently concluded India trip, a few things stood out that I thought were worth calling out:
1. KLM systems are inefficient and probably need an upgrade.
The longer version: Our SFO-AMS flight was timely. However, our AMS-DEL flight, that was initially on time, kept getting delayed, first by two hours and then by four hours. Now, flight delays are not uncommon. What I thought was remarkable (sic) was the lack of empathy one of the ground staff showed to the weary passengers.
After the first delay information (of two hours), we asked how it would impact the flight arrival time in Delhi. Clearly many of us had onward journeys from Delhi and hence wanted to make arrangements if needed. We were very clearly told that there would be NO IMPACT on arrival time.This was obviously great news and we laid easy.
Then, after two hours, the flight got delayed by an additional two hours. Just to be sure, I again asked for the anticipated arrival time in Delhi. This time, I was told that arrival in Delhi would be delayed by FOUR HOURS. This was a surprise for us since just some time back, the attendant had informed us that there would be no delay in arrival time due to the first two hour delay. So why this four hour delay in arrival just with an additional two hour delay in departure.
The answer could have been (and as it turned out, it was) that the original information about "NO IMPACT on arrival time" was wrong. However, the attendant really got pissed off at me for asking what I thought was a reasonable and logical clarification. She refused to accept that just a few minutes back, her own system was showing NO IMPACT on arrival due to the original two-hour departure delay.
Any way, another attendant came to our rescue and apologized for the original mistake. Good for her, not so much for me though. I had to cancel my current DEL-IDR flight, getting only 20% of the original amount back. Then, I had to book another flight, at THREE times the original price. So in summary, I ended up paying 3.8X of the price, thanks to a KLM goof up. And because I was travelling with my spouse and our kid, the damage was amplified 3X. Ouch! Thanks KLM...
2. (Unexpected) corruption shown by Jet Airways Delhi Ground staff
The general feeling in India is that the public services have endemic corruption, the private services are generally clean. General day to day encounters in India typically reinforce this. So it was a great surprise (and dismay) when I experienced first hand corruption in Jet Airways, one of India's premier airline carriers. Here is how it went:
After reaching Delhi, we proceeded to check in with Jet Airways to fly to Indore. Yes, this is the ticket we had booked at 3X the original price, thanks to the KLM delay I covered above in part one. At the check in counter, we were told that we had about 15KGs of extra luggage. This was not a surprise to me since we had weighed ealier and knew the domestic flight luggage rules. The conversation went like this:
Jet Airways check-in staff - Sir, you have about 15 KGs of extra luggage. This will cost you about Rs 5000.
Me - Yes, fine.
Staff - How much can you pay?
Me - I have already paid a lot for the tickets. Perhaps you can take that into consideration and reduce the price.
Staff - Ok, how much can you pay?
Me - you tell me...
Staff - How about Rs 3000
Me - Sure. I took out Rs 3000 in cash and attempted to give him in full public view at the counter.
Staff - No, no, don't pay here. Go with that person (pointing to the baggage handler).
He completes the formalities (even adds priority to my baggage). Then the baggage handler takes to a side and signals me to hand over the cash, which I do. He slyly pockets it.
This entire episode is happening right in front of everyone, a very busy series of check-in counters. Although small, this episode of corruption was sad to see happening at Jet Airways. I can only hope this was a one-off.
In contrast, I must mention the following five positive service interactions (the high-fives):
i) I was able to submit paperwork for my land mutation formalities in Bangalore (Mugalur Gram Panchayat office) without any bribe. The officer was especially helpful and considerate.
ii) The security guard at my housing complex in Bangalore refused to accept a tip of Rs 100 for a small favor he did for me. To put this in perspective, these guards are very poorly paid and Rs 100 is a reasonably high amount of money for them. Still, he didn't accept the tip.
iii) The bell boy at Royal Orchid hotel (Whitefield) also refused to accept any tip for bringing my luggage up. Very pleasing experience.
iv) On my return, the Indigo ground staff in Patna promptly charged me Rs 5000 for my excess luggage.
v) The KLM flight crew during my return flight (both DEL-AMS, and AMS-SFO) were very kind and considerate, especially towards our 5-year old. Thank you!
So overall? Well, I guess a generally positive travel experience except for an unnecessary deep hole left in my pocket due to KLM flight delay and mis-communication.
Next blog on my Indian Railways experience and how a Railway GM delayed my already late train by another hour.
1. KLM systems are inefficient and probably need an upgrade.
The longer version: Our SFO-AMS flight was timely. However, our AMS-DEL flight, that was initially on time, kept getting delayed, first by two hours and then by four hours. Now, flight delays are not uncommon. What I thought was remarkable (sic) was the lack of empathy one of the ground staff showed to the weary passengers.
After the first delay information (of two hours), we asked how it would impact the flight arrival time in Delhi. Clearly many of us had onward journeys from Delhi and hence wanted to make arrangements if needed. We were very clearly told that there would be NO IMPACT on arrival time.This was obviously great news and we laid easy.
Then, after two hours, the flight got delayed by an additional two hours. Just to be sure, I again asked for the anticipated arrival time in Delhi. This time, I was told that arrival in Delhi would be delayed by FOUR HOURS. This was a surprise for us since just some time back, the attendant had informed us that there would be no delay in arrival time due to the first two hour delay. So why this four hour delay in arrival just with an additional two hour delay in departure.
The answer could have been (and as it turned out, it was) that the original information about "NO IMPACT on arrival time" was wrong. However, the attendant really got pissed off at me for asking what I thought was a reasonable and logical clarification. She refused to accept that just a few minutes back, her own system was showing NO IMPACT on arrival due to the original two-hour departure delay.
Any way, another attendant came to our rescue and apologized for the original mistake. Good for her, not so much for me though. I had to cancel my current DEL-IDR flight, getting only 20% of the original amount back. Then, I had to book another flight, at THREE times the original price. So in summary, I ended up paying 3.8X of the price, thanks to a KLM goof up. And because I was travelling with my spouse and our kid, the damage was amplified 3X. Ouch! Thanks KLM...
2. (Unexpected) corruption shown by Jet Airways Delhi Ground staff
The general feeling in India is that the public services have endemic corruption, the private services are generally clean. General day to day encounters in India typically reinforce this. So it was a great surprise (and dismay) when I experienced first hand corruption in Jet Airways, one of India's premier airline carriers. Here is how it went:
After reaching Delhi, we proceeded to check in with Jet Airways to fly to Indore. Yes, this is the ticket we had booked at 3X the original price, thanks to the KLM delay I covered above in part one. At the check in counter, we were told that we had about 15KGs of extra luggage. This was not a surprise to me since we had weighed ealier and knew the domestic flight luggage rules. The conversation went like this:
Jet Airways check-in staff - Sir, you have about 15 KGs of extra luggage. This will cost you about Rs 5000.
Me - Yes, fine.
Staff - How much can you pay?
Me -
Staff - Ok, how much can you pay?
Me - you tell me...
Staff - How about Rs 3000
Me - Sure. I took out Rs 3000 in cash and attempted to give him in full public view at the counter.
Staff - No, no, don't pay here. Go with that person (pointing to the baggage handler).
He completes the formalities (even adds priority to my baggage). Then the baggage handler takes to a side and signals me to hand over the cash, which I do. He slyly pockets it.
This entire episode is happening right in front of everyone, a very busy series of check-in counters. Although small, this episode of corruption was sad to see happening at Jet Airways. I can only hope this was a one-off.
In contrast, I must mention the following five positive service interactions (the high-fives):
i) I was able to submit paperwork for my land mutation formalities in Bangalore (Mugalur Gram Panchayat office) without any bribe. The officer was especially helpful and considerate.
ii) The security guard at my housing complex in Bangalore refused to accept a tip of Rs 100 for a small favor he did for me. To put this in perspective, these guards are very poorly paid and Rs 100 is a reasonably high amount of money for them. Still, he didn't accept the tip.
iii) The bell boy at Royal Orchid hotel (Whitefield) also refused to accept any tip for bringing my luggage up. Very pleasing experience.
iv) On my return, the Indigo ground staff in Patna promptly charged me Rs 5000 for my excess luggage.
v) The KLM flight crew during my return flight (both DEL-AMS, and AMS-SFO) were very kind and considerate, especially towards our 5-year old. Thank you!
So overall? Well, I guess a generally positive travel experience except for an unnecessary deep hole left in my pocket due to KLM flight delay and mis-communication.
Next blog on my Indian Railways experience and how a Railway GM delayed my already late train by another hour.
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