Hi, This is Dilli Thummala currently residing in UK, I had a booking made for Kingfisher airlines from London Heathrow to Chennai via Delhi before 3 months for myself and my 1.5 years old son for 3rd Dec and return on 28th Dec and I have clearly mentioned that I would want to book the ticket if we have the Baby bassinet available as it will be difficult for my son to travel without Baby basinet and Travel agent confirmed that Baby basinet is available. On 24th November The Travel agent informed us that Kingfisher had cancelled the Delhi to Chennai connecting flight and was given the option of Delhi to Mumbai and Mumbai to Chennai connecting flight, I have told the travel agent that I'm not happy with this as I can't change 2 flights as I'm travelling with a infant. and Travel agent said he will speak to Kingfisher to change routing via Mumbai ie London to Mumbai and Mumbai to Chennai, and Travel agent confirmed that routing has been changed but there will not be Baby basinet available. I was not Happy to travel with infant without baby basinet as it will be very difficult for my son without basinet and I have asked travel agent to book for Baby basinet, Travel agent spoke to Kingfisher but they said its not avilable and they can't help it.then I have called Customer care of Kingfisher on 25th November and and have spoken to executive named 'Manoj' and explained the whole situation and mentioned first of all I'm not happy with routing change because I had some other plans in Delhi during the break and they are not providing the Baby basinet. The executive mentioned they can't help it as they don't have any baby basinets and tehy said baby basinet is extra service that they are providing and they can't guarantee that to all the reservations. and he is mentioned that he doesn't have any options to help me out. I have asked for cancellation of tickets and compensation towards my new fare balance as I'm booking the tickets before a week of travel. he said they don't have such policy and they can't help it. I have asked him to connect me to the Manager whom I can speak to and get the authorisation, and he mentioned that The supervisor is busy and I have to call back after an hour and I have requested him to call back as it took 45 minutes to go through this process and explain the scenario, if I have to call back I have to do teh whole process again. but the executive mentioned they don't have outbound calls so he mentioned I have to call back. after some time I have called back and after being in quee and explained the whole thing to the executive he connected to his manager Mr. IMRAN and he mentioned that they don't have baby bassinets and they can't do any help with this, and the discussions went and I have asked for bassinet or refund with the compensation of fare difference. Mr Imran was shouting at me saying he can't help it and they don't have any authorisation to do anything and have asked me to write email to [email protected], but I only have a week to travel and can't write email and wait for the response. and Mr Imran was blaming Travel agent for changing the routing and he is asking me to speak to Travel agent. How can a travel agent be blamed for airlines flight cancellation. and Mr Imran was so rude during the conversation and was not treating the customer properly. I was totally upset with the process Kingfisher had and customer care executive Mr Imran. I would like to complain about the handling process and get the compensation of 185 £ which I have to pay extra because of Kingfisher airlines mistake.
Kind Regards
Dilli Thummala
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