This is with regards to a booking that I made for my wife and infant daughter on London - Delhi route. My wife called the call center and reserved a basinet for my daughter. The only reason why I decided to book with Kingfisher (even though cheaper alternatives were available) was that they were offering basinet, which I thought was essential for a comfortable journey (over 9 hours). The call center confirmed that a basinet seat had been allocated to my daughter.
24 hours before the journey my wife called the call center again to confirm that everything was in order. She was informed that the basinet seat had been given to some other customer. There was no senior person available in the call center to talk to and those available could not do anything.
I registered a formal complain with Kingfisher and was told that an action will be taken. I asked them to provide a recording of my wife's telephonic conversation with their staff and that I will be taking them to court.
Kingfisher came back saying that there was some problem in their systems due to which they could not find the recording and wanted more details. I have given them every possible detail about the call - number called, number from which the call was made, exact date and time of the call, even a statement from my telephone provider confirming that the call was made. They came back saying that due to some internal reasons they are not able to find the recording.
I find this totally unbelievable. Clearly, they found that they had made an error and instead of making an honest apology, they decided to blame everything on their systems.
In my discussions with them I informed them about several other problems that I had faced with them (including an incident where non vegetarian food was served as vegetarian food and when I complained, the air hostess said "Well, it has egg but only a little bit! "). But no words of apology. It seems no one is bothered. Whoever said customer is the king...
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