Raghu ko Kyon Gussa Aya?

Dr Raghu, fondly called ‘Raghu Uncle was a retired professor of literature. He retired from Government services and most of the time he was pampered as head of the Government colleges. He had paraphernalia to guide him through his official, domestic and personal requirements and necessities. They also included the technical facilities available in the evolving society. After retirement, he was conservatively moving from one feature of gadgets to the next feature for the convenience of life with a lot of care and hesitation.

They included cell phones, computers and internet facilities. Raghu uncle would not trust using mobile and internet for money transactions. He was not bad at using the gadgets but in principle, he believed them to be strictly for entertainment and communication. His fears were reinforced by news of cyber scams. His children from America were insisting that he should change his mindset, but they were helpless.

His nephew came from America and started making fun of him for being so careful and serious about the way he used the Phone, TV, Debit card etc. While interacting with his nephew, Raghu remembered his plans to make a trip to Bangalore two months later, to attend a marriage. He wondered how to book air tickets in advance for his trip to Bangalore.  His nephew encouraged Raghu to book an Air ticket online and convinced him that he would guide him. For the first time, Raghu dared to make an online purchase. The payment was made using the debit card of Raghu Uncle, a message came on his phone and an email with a confirmed PNR number.

Raghu Uncle felt that everything was so simple and easy. He also felt guilty for ignoring this comfort all this while. He resolved to have trust in the technologies and services. After ten happy days, he got a message on the phone that the particular flight to Bangalore got cancelled and the amount would be refunded. He was disappointed and he got his ticket to Bangalore rebooked by train. His nephew left for America and Uncle Raghu’s worry started.

From the email, he came to know that the airline he had booked was True Air and the booking agency was TripTop.com. The messages and emails were sent by TripTop.com and it was very clear in the message.

Raghu got the flight cancellation mail from TripTop.com. The mail also said that the reimbursement would be done as per the rules. A number was provided for getting the details of the refund amount.

Raghu uncle’s story and agony would start here. Raghu would call the number given in the mail. The recorded welcome message is played and the options are read “Press one for ticket booking, press two for cancellation three for refunds or wait for our personal staff to report”.

This message played again and again. Raghu was not sure of what option he was supposed to take. He opted for a refund and the response was very cordial. Raghu Uncle was very impressed.

Assistance inquired “Welcome to TripTop.com travel agency. I am Kalpana and how can I help you, Sir?”

Raghu replied, “My PNR is ***** and I was informed that the flight is cancelled. I was to get a refund”.

Assistance “Just give me a minute sir, I will verify and tell Sir” Soothing music is played. “Yes, sir you will get a refund and it is in the process. As and when we get a reply from the Airline, we will inform you”.

Raghu asked, “How many days it may take?”

Assistance “We cannot say exactly, it may take two to three weeks Sir, we will inform you, sir”

Raghu got annoyed “Why two to three weeks?”

Assistance “It will take that much time for the accounts department to settle sir”

Raghu grumbled, “The payment has to be settled by Airlines, the second layer and a new layer appeared that is accounts: OK”.

Assistance used closing message “Anything else I can do Sir, don’t forget to give a good rating, Sir”.

For Raghu, the issue remained the same and the information is that he would have to wait for two to three weeks for further information. A message from TripTop.com was there in the message box. It thanked him for calling TripTop.com and asked him to rate his experience.

After fifteen uneasy days for Raghu uncle, one fine morning, there was a mail saying that they were glad to process the refund of Rupees six thousand towards the flight cancellation for **** PNR number. It also said that it would take three working days to get the transaction processed by the accounts department. A message duly followed.

Raghu uncle was happy to see the refund message and a systematic approach from TripTop.com. The satisfaction was just momentary and the next moment he remembered that the amount paid for the ticket was seven thousand. The message said the full amount was refunded and the said refund amount was only six thousand, one thousand rupees less. So Raghu was back to square one.

Raghu uncle finished his Puja, breakfast and sat at his work desk. He cursed himself to get into this mess and also decided that he would not lose a thousand rupees. Then he embarked on a mission to understand the whole gambit of this reservation, cancellation and refund business.

He understood the basic information that the reservation company and airlines were different. He had to understand if there were any more partners.

He opened the earlier mail and called the number. He had the usual welcome message from TripTop.com, Raghu selected the Refund option and thought it would be the continuation of an earlier conversation.

Assistance asked “Welcome to TripTop.com travel agency. I am Wilson and how can I help you, Sir”

The assistant, who responded, was Wilson, the earlier assistant was Kalpana.  Raghu gave his PNR number and said that he got a refund for only six thousand instead of a full refund of seven thousand, the cost of the ticket.

Raghu “I got only six thousand and I want the remaining thousand rupees refund”

Assistance “Sir just a few minutes, Please hold on” music starts. An additional message is played “Just hold on sir we are working on your issue. Don’t disconnect the line, our operator will attend to you soon”

Raghu held the phone for about fifteen minutes. The message was being repeated. Raghu uncle felt his waiting was for eternal time.  TripTop.com call disconnected.

Raghu uncle again called up and the welcome message played again at which uncle got frustrated.

Assistance started “Welcome to TripTop.com travel agency. I am Ranjita and how can I help you Sir”.

Raghu said with frustration, my PNR number is **** I explained the problem to Wilson. He is supposed to come with a solution”

Assistance “No problem sir, please tell me, sir, I will help you”

Raghu started again and explained his problem. Raghu uncle repeated his issue at least for two more people other than Kalpana, Wilson and Ranjita. The fifth time after waiting for ten minutes, assistance returned with an answer.

Assistance “We are sorry sir, to keep you waiting. Yes, the airlines returned all the amount. Triptop.com charges Rupees thousand and is not refundable”

Raghu said, “But the flight was cancelled by you. Why should I bear any loss”.

Assistance “Of course Sir, that is the TripTop.com policy, sir, TripTop.com is a facilitator.”

Raghu “I was not told when I was booking”

Assistance “You did not ask for sir”

Raghu “I want to talk to your manager”

Assistance “You can talk to him sir, his cell no is XXXXXX?????. Sir please do not forget to give the rating”

Raghu called the number given by the other assistant. Raghu heard the same welcome message and felt lucky that was connected directly to the manager. Raghu narrated his story. He also explained his experience with the earlier assistants. Raghu also said that he would complain about his team for not taking responsibility for customer problems. (He did not know to whom he would complain)

Manager “I am sorry to hear about your problem, sir. But, our understanding and rules are like that. Even our call centre is another layer in the system. We provide call centre service for TripTop.com. TripTop.com gives service to Airlines. Here all people work on an hourly basis. One is allowed to talk as a machine and everything is controlled by a computer process. All entities work here on a revenue-sharing basis.  So, you should know that I can never make a decision for other stakeholders. I can only read out to you the rule book. I feel sympathetic to you. I can recommend waiving rupees ten per cent of, our charges and we can refund it”

The manager added “We, at the call centre and the booking agency don’t remember anything and we talk impersonally. In your case, the people in the layers above the accounts department do not take any responsibility.”

Raghu “Now I understand how the business is working with the support of technology. Is it not very bad, how can I contact the responsible person?”

The manager replied, “No sir, you cannot contact anyone in other layers.  The system works very well sir, because everything works like a machine and no personal prejudice or priority. We all work for commission, profit and turnover. People are inconvenienced for one in a thousand or one in ten thousand cases. That should be acceptable” “You are new to this business Sir, I will try to talk to TripTop.com and help you personally”

After a few days, he found a mail. His account was credited with one hundred and twenty rupees. It also said that both the call centre and TripTop.com.com separately gave discounts for their services.

Raghu uncle grumbled and cursed. He also felt there was a lot of sense in what the manager said. Raghu cursed his decision to book an air ticket online, then his bad luck of flight cancellation and finally felt bad for his ignorance to operate for himself. “Raghu Ko Gussa Aya”.

Vallinath Mangalampalli