ALL NIPPON AIRWAYS NEW DELHI AIPORT CHECK-IN COUNTER- HARASSMENT OF SENIOR CITIZEN
Pathetic and unprofessional customer service ! The ANA representatives are harassing senior citizens. I am writing to inform about the undue harassment of my mother who is a senior citizen. She is a frequent traveller and has been travelling with ANA for a long time now but never has she been harassed and discriminated like this.
She is a permanent resident of U.S and always does web check-in before her travel. But tonight she was made to wait for an hour at the ANA counter at New Delhi Airport because the lady behind the counter wanted to "swipe" her Green Card and claimed that her system was not working to do so immediately. It was not her place to swipe the Green card as this is the job of the immigration counter.
My mother due to health issues can't stand for long and naturally this long delay at the ANA check-in counter affected her greatly and caused her endless inconvenience. They should have upgraded her seat considering the long delay because of their fault and inefficiency.
No senior person from ANA intervened to resolve the problem . Since she is a permanent resident of United States, I would like to know from ANA under which rule ANA staff insisted that the Green Card had to be swiped at the check-in counter from the originating station of the travel i.e New Delhi Airport. We have the Right to Answers and the Right to Information. And so I have raised this issue with ANA on their social media page and website.
On insisting on having the name of the lady concerned, much later we were informed that her name was Bushra Khan if that is the correct name we were given.
ANA is spoiling the image of Japanese Customer Service. I have worked in Japan and my family has lived in Japan too and we know for sure that such bad customer service is inexcusable and unacceptable in Japan. So why doesn't ANA deliver the same smooth customer service and pleasant experience internationally ? Shitsurei desu !
Despite arriving at the Airport three hours before the flight and web-check in, ANA made my mother wait for an hour. Demonstrates their lack of professionalism.
ReplyDeleteThe response from the ANA Duty Manager Ms. Rawat at New Delhi Airport was very disappointing as it lacked empathy, sensitivity and a diplomatic stand on the entire matter. It was obvious that they are not interested in their passengers' feedbacks or complaints and they are not willing to make it up to their customers the way Emirates does or even offer a sincere apology. Instead they are out to contradict the customers all the time. I am particularly disappointed because I expected better from a Japanese Company. ANA should be more selective about their Airport staff and teach them to demonstrate sensitivity in addressing complaints through emails. Instead of neutralising a passenger they tend to alienate their passengers. Perhaps travel agents were right in telling me to choose other airlines over ANA over the years. The only reason we always chose ANA was only because of their reservations office staff.
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