Writing to Vijay Mallya.

On the way back from my recent visit to Assam, Kingfisher ran out of food on the plane so I wrote Vijay Mallya, Chairman and CEO of Kingfisher Airlines a letter.

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Kirat Singh
12 Hospital Road
Delhi Cantonment
New Delhi-110010.

Dr. Vijay Mallya
Chairman
United Breweries Group

Dr. Mallya,

I am writing to you to tell you about an awful experience I had aboard Kingfisher Red just last week. I was flying Kingfisher Red flight no. IT 3334 from Guwahati to New Delhi on the 10th of October, 2008. The flight departed from Guwahati at 12.45 p.m. and arrived in Delhi at 3.30 p.m. The flight had absolutely no food left by the time the stewardesses reached my seat. I was travelling in a group of twelve people all sitting together in rows 26 and 27 and we had no food at all. Is it too much to ask for a decent meal aboard a lunchtime flight? I understand that Kingfisher Red is a low cost carrier and cannot provide meals as part of the fare. Fine, we will gladly pay for it as long as there is something to buy. The samosas and sandwiches that are served on board the flight had finished halfway down the aisle. When I asked the stewardess why they had no food, the reply was a curt, "We don't expect passengers to buy both samosas and sandwiches."
Sir, I am sure you agree with me that this is very rude and hardly a reason to give.

I hope that we will be compensated for the bad planning and discourtesy on the part of the crew. Sir, in your advertisements you promise Kingfisher passengers "the finest experience in the skies." Our experience was very far from that. At the end, however, I have to say that your ground staff, especially at the Guwahati airport check-in counters very helpful and polite.

Hoping to hear a prompt response worthy of an airline like Kingfisher,

Yours sincerely,


Kirat Singh

011-25691342
kirat92@gmail.com


PS- In you records, my name may appear as Kirat Skingh, owing to a misprint on my boarding pass

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Guess what! I actually got a reply, though I didn't get the free ticket that I was looking for.

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Dear Mr. Singh,

Thank you for your email of 12 October, apprising me of your experience when you traveled in a group of 12 on IT 3334 from Guwahati to Delhi. I believe that firsthand guest feedback is indicative of the performance of my airlines, and I appreciate that you have chosen to share your views with me.

With Kingfisher Red we have aimed to create a product which would be of the best quality within the designated space, thus making a value-based travel experience available to many more guests; however, I note your feedback that there were areas of the in-flight services that did not meet your expectations on your recent flight with us.

I appreciate that guests would look forward to lunch on an afternoon flight and note your chagrin that it was not available. I note as well your disappointment with the responsiveness of the crew to your query in this matter. At Kingfisher Airlines, we aim to deliver the best service to ensure that guests feel special when they travel with us, and I sincerely regret that your experience appeared to be otherwise. Your inputs have been shared with the Catering team; they have been instructed to review the meal offering to ensure that guests have an enjoyable experience on our flights. Please accept my sincere regrets that you felt let down with your experience on this occasion.

I thank you for your graciousness in appreciating of the service of the staff at Guwahati Airport despite your disappointing in-flight experience. I am pleased to know that you were impressed with their service in particular their pleasant demeanor and efficient hospitality. I have conveyed your compliments to them and shared your feedback with my team.

I appreciate the genuine interest that has prompted you to share your feedback with me. I value your inputs as well as your patronage and look forward to the opportunity to welcome you and your group on our flights again.

Yours sincerely,

Dr. Vijay Mallya
Chairman & CEO
Kingfisher Airlines