Continued...
To be continued...
We continued to the customer service desk at the end of the airport after walking around like headless chickens. There were approximately 8 people talking among themselves, whilst there were 2 customers, and later more, waiting to get some help. Nothing to get surprised by in India, but the 8 people were happily chatting away and having a laugh and had no concern that customers were waiting. My dad had to shout out for help and only got their attention when he asked to immediately speak to a manager.
When the manager arrived, my dad explained that our flight has been delayed, the wait is too long, and the service is unacceptable. The manager said that he will see what he can do and try to book us in an earlier flight. My dad quickly got out his phone and took his photo to his surprise. He said, "Why have you taken my photo? You are not allowed to do that. It is against the law." My dad replied, "Well, I need proof of who I spoke to. If you do the job, nothing to worry about. If not, I will be complaining to Air India and sending names and photographs of staff." I explained, "I think it is within the law to have some proof of who you are dealing with. You seem a nice guy and I am sure you will resolve the issue quickly." The guy seemed rattled, but the photo trick worked! We were booked into the next earliest flight (which still meant 3 and half ours more wait that originally planned). Drama over? Obviously not- it's India!
We were told to collect our new tickets at the desk that we had previously gone to and where they were extremely friendly and helpful (note: that's sarcasm!). We went to the desk with a print out and with a service "without" a smile the Air India staff told us to go to the check-in desk instead. When we got the check-in desk, there was one man doing the running around and helping to address issues of angry and frustrated customers, whilst other workers were talking among themselves and lazing around. It turned out the man who was doing the running around was the supervisor at the Air India checkout and the people lazing around were his workers, who clearly didn't respect him or follow his instructions. It got to the point that my dad shouted at some workers saying that they are lazy workers and how rude they behaved towards their supervisor who was running around whilst they were just standing there.
This supervisor's name was Abishek Bana. A really nice guy, stuck among fellow work staff that clearly had little or no work ethic. The poor guy was getting customers left and right shouting at him, but in all fairness people were being sent to him to get things done because the other Air India staff were too lazy to solve their issue. Everyone afterwards felt sorry for the guy.
Anyway, he got our new tickets. But the problem was that he had to retrieve our luggage from the flight that we had previously checked in to (on the say so of Air India clueless staff). The drama continues. Will anyone in Air India baggage pick up the phone? ...No! Will they respond to their radio? ....No! Will any worker asked to go to retrieve the luggage, come back having the job done? ...No. Abishek Ji, had to physically leave his desk and go downstairs and retrieve the bags and re-tag because no one else was competent or responsive to do the simple task. However, it took a while. All the angry customers, gradually became calm when they saw how much running around Abishek was doing and how he was trying his best he could.
Everyone was getting tired of standing up for such a long time. With no seating available (welcome to Delhi airport), I thought getting a wheel chair was the next best option (not for myself!). So I went to get a wheel chair from the counter 2 meters away. I pointed at my dad and Bhua Ji and said, "These elderly people cannot stand, can you please provide two wheel chairs." There were about 10 guys standing there doing nothing (-seems like a reoccurring theme)! They said, "Okay". A minute later, they are still standing there doing nothing. So I just got a wheelchair and said, "I am taking it." The came back and said, "We need to swap the wheelchair." They kept starring. I realized that they wanted a tip. But I think they had the wrong guy to ask for a tip- as they weren't getting one!
Whilst all the upset passangers from our flight got together, it felt like we had formed a small support-group. 8 hours just flew by in the airport by talking to one another. Abishek came back and had re-checked in everyone and re-tagged everyone's luggage. We felt so sorry for this guy who was the only one seemed sincere about his job that we got him to join us for a group photo. Everyone appreciated Abishek's efforts.
Abishek gave all the passengers a free meal pass considering everyone was hungry. The place where they could eat was through security in the waiting area of the airport. After going through security, we went to the waiting area. Whilst waiting we found out it was one passenger's birthday. Everyone sung happy birthday. She said, "This is the most memorable birthday she has ever had." (I wouldn't recommend celebrating your birthday at Delhi Airport or an Air India check-in desk!). After doing morning Nitnem, those who wanted to eat went upstairs to this vegetarian restaurant and showed them the meal passes that Abishek had given. Guess what... The restaurant worker got upset and didn't accept them. After arguing with the restaurant worker, the manager eventually came and reluctantly allowed the passengers to have a free hot drink and meal (after seeing the group photo with Abishek!). The size of the coffee cup was so funny. It was the smallest cup I have seen!
Anyway, we eventually arrived at Sri Amritsar.
To be continued...
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