Ram, 24-07-2013, Travel experience.
"....Respected Madam/Sir, I wish to share my travel experience with IndiGo today from Chennai to Coimbatore in flight 6E285. We were seven of us with my father, who was returning home from Chennai after his By-pass Surgery done on 9th. We had requested for wheelchair assistance to our travel agent, M/s. Beekay Travel Links, Coimbatore while booking the ticket itself. While booking, my father recalled this bitter experience - my mother who had been operated for Brain Tumor twice and had been partially paralysed had to travel by air a few years ago, was actually charged for wheelchair assistance by an airline (sad I don't remember the exact airline). This was still deep in my father's mind as to how people charge for a service that was required to be provided on humanitarian grounds, as a basic necessity. So this time too, we were sure we could not travel by road or train, the 500 kilometres from Chennai to our native town and so we opted for air travel. While booking the ticket he cautioned me that if the airline is going to charge for this basic service, we'll not fly, and instead go by train or car. I could not say yes or no. The tickets were booked. Our travel agent told us that he had informed the airline or concerned people regarding requirement of assistance. And even gave me a Manager's name & number to contact at Chennai airport. While on our way to the airport, I called the Manager, one Mr. Sujith to inquire about assistance requested. Mr. Sujith (Manager - Customer Service) was only eager to talk to me and receive us. His response was as though he was waiting for us, though neither of us ever knew the other. A person came with the wheelchair, took enough care to seat my father. When we informed that we hadn't had our breakfast, he was only ready to offer us time to finish it first, at our own convenience at a restaurant nearby. By the time we returned, our tickets were received and the necessary check-in formalities were done and convenient seats allotted for my father. We proceeded along and were guided through each process, with personalized attention, but never compromising on any routine formalities. And finally the seating in the aircraft was also done smoothly without any hassle at all for my father. As a custom, I offered a tip (in appreciation) to the person who brought my father in the wheelchair all along, and he accepted very reluctantly, due to my compulsion. On seeing that, the air hostess came to me and said softly that these services are offered free of cost and that I don't have to pay him. The flight that was to leave at 10.05, I suppose left at 10.10 (as informed by my wife), which I did not notice. The journey was smooth enough, for us and more for our 4 year old son, who was having his maiden flight today. He was so excited to wear the seat belt, the take-off, watch the passing clouds, the shrinking and growing (back to normal) buildings, the landing, etc. And in between, he was busy playing games with his uncle's new Tab. He never had any time to admire or pester us for any of the items on sale - food or toys. The flight landed at Coimbatore airport at 10.50, 20 minutes ahead of time! And again here, the wheelchair assistance was provided, seamlessly. And on my son's eagerness, he was also shown the pilot's cabin, a quick hand shake with the pilot, to his big smile. I find myself writing a big story of an event that happened for just about 3 hours, from about 8am till 11.30am and certain few minutes of talks with my agent to book tickets. What is fascinating is that the whole travel experience was so easily carried out, though each of the persons involved were totally new. If we had to travel by train or road, it would have taken us at least 10 to 11 hours of journey itself by the time we started and reached home. It would have been ok for us, but for my father, it would have been a hell of an experience and he would need time to recover from the journey itself, apart from the surgery. I have travelled by IndiGo a few times on business trips from Coimbatore to Mumbai to Delhi, etc., and have experienced happy journeys. No wonder Indigo is "flying". I have consciously recommended Indigo to many as many have recommended to me and look forward to using Indigo's services more and more in the coming years. My sincere thanks & appreciation to all involved in making this little journey so pleasurable. My wishes to the management, staff & the entire team (including our travel agent) the very best in all your endeavours as you continue to spread your wings farther. Ram.. ..."