Ok so this happened with my sister the letter below are true events!!
Dear Mam/ Sir,
Subject: Nightmare on Emirates Flights EK 0515 and EK 0203
It has been 17 days since I flew to the US from India on your flight Emirates Flights EK 0515 and EK 0203 and I feel that I am finally calm enough to write in to you and do my duty as a customer and give you my feedback. The Emirates Flights EK 0515 and EK 0203 where nothing short of a nightmare for me and my children. My ticket details are mentioned below
DELHI EK 0515 W 15OCT 2150 WE1YIN1 15OCT 15OCT 2PC OK
TERMINAL:3
DUBAI ARRIVAL TIME: 2345
TERMINAL:3
DUBAI EK 0203 W 16OCT 0200 WE1YIN1 16OCT 16OCT 2PC OK
TERMINAL:3
NEW YORK JFK ARRIVAL TIME: 0745
TERMINAL:4
I was travelling to New York, USA with my two small children, Sairah Vivian Sethi age 4 and Ranveer Mikhail Sethi age 1 year 3 months. While I did NOT expect help the entire duration, I certainly expected basic service and good manners. I guess that was way too much to ask. Please find below exact situations as they occurred to both me as well as a few co-passengers.
On the flight from Delhi to Dubai, I was carrying my infant in one arm and my hand baggage in the other, I was struggling to put the baggage into the overhead compartment. The flight stewardess just stares politely at me waiting for me to finish the job on my own. Thank God a fellow passenger offered to help me.
It was the same while disembarking.
After dinner on the flight EK 0515, my daughter wanted to sleep, so I request a stewardness as she was crossing me, if she could please clear the tray from my daughter’s table as it was difficult for me to move as my son was asleep on my lap. She said that she would do it in a bit and that I could do it myself if I wanted !!. I had to wake my son up so that I could move to put the tray on the ground.
On the flight from Dubai to New York, I was in the middle aisle. There were four seats in the middle aisle, the two in the middle where occupied by my daughter and me, the other aisle seats were occupied by an Indian Gentleman and a Lady from New York. My baby was on my lap. Even though I requested for it, no bassinet was provided on either flight.
Despite trying to call the air hostess no one EVER came.
I had to getup “find” an airhostess and request them for hot water so that I could make some milk for my baby.
While offering food, I missed out on 2 meals because the airhostesses were not offering anything to anyone in the middle seats. I know because I actually observed them taking that quick trip down the aisle and ignoring the customers in the middle seats. I HAD TO CALL THEM back and request for my food.
The gentleman next to me had his breakfast, he then wanted some water, when he called the air hostess and asked her for a glass her response was and I quote “I asked you two times if you want water, you had juice, now you want water. Fine I’ll get you !!”. The gentleman was needless to say embarrassed.
As I mentioned I was travelling alone, so a trip to the washroom for the kids was tough enough. After giving up on any kind of help I took my daughter to the washroom, while carrying my baby in my arms. This steward comes up to me and proceeds to loudly “Scold” me. He said “Mam do you know that only 2 people are allowed into the bathroom” I responded that I was aware and that he needed to give me a solution and not state the problem. Again not listening he goes on “Are you aware that ALL OF YOU WILL DIE if you go in together as there are only 2 masks inside”. Again I stated that I knew about the problem but he had to provide a solution. He then says “Why can’t you leave your baby with your husband?”. To which I informed him that I was travelling all alone and that no one responded even when I had hit the Call button. Then finally he offered to hold my baby. Scared, my son went to him very reluctantly. In the washroom my daughter, now completely terrified, broke down telling me that “the bad man said we were going to die”. When we came out I informed the steward that he had very efficiently terrified my daughter and that he needed to check what words he used and also to check his facts before he pounced on customers.
Three hours before we reached New York, as finally BOTH my children were asleep, I requested the airhostess if I could please have the Immigration forms the I94 as it would be easier for me to fill while the kids were sleeping. I did not get any forms !! I got it two hours later, when both my kids where awake. Thankfully again, the lady sitting next to me, helped with my children while I quickly filled the forms up.
Again a co-passenger helped me with my hand-baggage.
On arrival I found my stroller thrown next to the baggage area. My stroller was broken. The entire piece that fits into the front of the stroller, which serves as a table for my baby, was missing. I asked the help at the airport if they could locate it, but it was not to be found. I was way too tired and disgusted to even bother to stand in line to file a complaint.
I do not know if my words have done any justice to the way I felt and still feel about the service my co-passengers and I received on that flight. I have no idea how my daughter will react to the concept of flying again with as she puts it “that bad man who told her that she will die”.
Sir, I have been on several flights, but never have I ever received such horrendous service. It has been 17 days since I arrived here and I am only filled with dread about my flight back. But the only thing I can do is hope that some action is taken and when I eventually do fly back on the 31st of Jan, I hope to find Emirates have Stewards and Stewardesses who know what being a flight attendant is all about. Who will know how to treat their customers and aim for Customer Satisfaction if not Customer Delight. Who will know of the concept of “Service with a smile” and not walk around with smug looks on their faces afraid to do anything, god forbid they may break a nail !! I seriously hope that you will look into this matter and do the needful before this matter escalates and goes out of control.
Rather than just walking away, I have decided, this time, to be a customer who makes the effort to actually give feedback. I believe in second chances and so whatever the experience, I will definitely write in again once I fly back to India. So I sincerely hope that you do what is required and my feedback is , I hope, as you put it “Valued Feedback”.
Yours Sincerely,
Mrs Shirene Sethi
Cell number
201-744-4760
Current US address
Staybridge Suites, Room 520.
PARSIPPANY
61 INTERPACE PKWY
PARSIPPANY, NJ 07054 UNITED STATES
Hotel Front Desk: 001-973-334-2907
Friday, November 5, 2010
Wednesday, February 17, 2010
Follow or be Followed... Question is How to be the Latter?
What makes a leader? Is it their charismatic & dynamic personalities that make you want to follow them or is it their approach towards work and being overall hard working individuals?
I’m sure most people would be thinking ‘a mix of both’. But the irony is that there are thousands of individuals today who have that mix already. Like maybe the office entertainer for example, he does his work diligently, is proactive in nature and is fun to be around yet he has a target to achieve and reports to a lousy boss, the mom’s at home are looked up to by their children, keep the house organized, ensure healthy meals on time and keep the family as a family, yet!!! the dad’s are the decision makers!
It’s a little confusing when someone tells you to be more than you are. It’s an arbitrary statement that can have gazillion meanings. How can you be more? How do you not know you already are more than you can be? How does that one person know you can be more? Why don’t you think you can be more or why have you not thought of it yet?
These questions are like the ‘choice to change’ situation or as I would call it the ‘Dazeology Syndrome’. The syndrome of going into a daze while thinking of things perceived as far beyond our reach!
OK! let’s try and bifurcate simple qualities of famous leaders around the world, past and present.
Mahatma Gandhi had one philosophy and marketed it well enough to have a nation follow him, a vision.
Richard Branson, he has a vision though his style and grandeur allures most individuals who barely know how to pronounce his name, charisma.
Bill Gates, a brain behind the software I’m using right now and the man behind most software solutions around the world, innovative.
Shahrukh Khan, a marketing expert whose acting skills still need to be honed but because of his persona he stands out in a crowd, attitude.
Michael Jackson, no words just lyrics and a walk on the moon, talent.
Steve Irwin, ‘the crocodile man’ knew his work like any other wild life expert but his energy and enthusiasm captured his audience, energetic.
Summarizing these qualities as Attitude, Charismatic, Talented, Innovative, Visionary & Energetic, we get 6 main attributes to being a good leader. To make it more theoretical in nature we can turn these qualities into an acronym, ACTIVE.
Its so simple, you need to be ‘active’ to be a good leader, people need to see you, hear you, feel your thoughts and understand you until you can label yourself, or be labeled as a good leader. All the above people have been ‘active’ but have focused more on one main quality while the other qualities were also nurtured simultaneously.
So now when someone tells you to be more…
You can diversify that statement and ask him/her a question, “in which aspect of being ACTIVE should I be more?”
Do you rethink your attitude? Or maybe change your vision or goal? Do you try and further nurture a talent? Or maybe put more effort into your work and be excited about it?
Once you know exactly which area to enhance yourself, I’m sure turning into that world class leader would be much simpler.
The next part is to not only know which areas to tap but also benchmark it. Most of the time we give ourselves below average benchmarks so that reaching it would be so much simpler.
Instead of saying ‘I’m going to be physically fit by next year’ we say ‘I’m going to loose 5 kg’s by this month end!!!’
Our goals are short lived and die a natural death before we even implement the idea of executing it. We need long term goals and a logical and a sound plan that supports it.
Benchmarking is about, as a million people have already said and I quote “reach for the stars you will touch the sky” my only addition is “the sky is not the limit!!!”
If we aim for something beyond our reach we will at least come close enough to something more than above average.
So now that we know we have to hone are ‘ACTIVE’ Skills and benchmark them to a degree of high proportions, there is one more think we need to keep in mind ‘communication’.
Make no mistake many a times we concentrate so hard in educating ourselves, or harnessing a talent or even thinking of things that we forget that the pivotal role of a leader is to be able to communicate a thought, idea or revolution through words, gestures and expressions.
I’m not saying just knowing the English language is good enough, no! It’s using it that makes the difference. You can have the fastest bike in the world but if you’re scared of speed, than what’s the point??
Most people fear speaking in public, or addressing even a small audience. Most people fear speaking overall.
Please note being a people’s person does not mean you speak really well. People might love or like you for the person you are but not necessarily for the way you speak.
You don’t need to have an accent, I’m sure every one has seen the Indian scientist talking to an MIT audience. He knew how to get his point across not only by dialogue but also by a simple visual presentation… he innovated.
Why people don’t communicate, the biggest fear, is because they fear being judged.
You fear being judged by your peers, your superiors and strangers. My question is why? People should realize that they are being judged from the moment they crawl out of bed to the moment they jump right back in it. When you’re sitting in your car, others around you look at you and trust me they are thinking something about you, creating an impression by default. When you enter your office, everyday, people create new impressions about you. Hence the fear of being judged is felt by everyone, you’re not alone.
This brings into light ‘First impressions’. The impression that a person creates by default just by observing what they see, be it dressing styles, body language or expressions.
Though this is a completely separate topic all together it is a vital one and after I do my own recon on it I will elaborate further.
But just to get started, if that great leader in you wants to jump out and take its stance in the world keep the three points in mind. Be ACTIVE, Benchmark beyond a degree of high proportions and communicate. If these three things are sorted being that leader should not be that hard.
Next Blog: First Impressions and how to ensure appositive one.
I’m sure most people would be thinking ‘a mix of both’. But the irony is that there are thousands of individuals today who have that mix already. Like maybe the office entertainer for example, he does his work diligently, is proactive in nature and is fun to be around yet he has a target to achieve and reports to a lousy boss, the mom’s at home are looked up to by their children, keep the house organized, ensure healthy meals on time and keep the family as a family, yet!!! the dad’s are the decision makers!
It’s a little confusing when someone tells you to be more than you are. It’s an arbitrary statement that can have gazillion meanings. How can you be more? How do you not know you already are more than you can be? How does that one person know you can be more? Why don’t you think you can be more or why have you not thought of it yet?
These questions are like the ‘choice to change’ situation or as I would call it the ‘Dazeology Syndrome’. The syndrome of going into a daze while thinking of things perceived as far beyond our reach!
OK! let’s try and bifurcate simple qualities of famous leaders around the world, past and present.
Mahatma Gandhi had one philosophy and marketed it well enough to have a nation follow him, a vision.
Richard Branson, he has a vision though his style and grandeur allures most individuals who barely know how to pronounce his name, charisma.
Bill Gates, a brain behind the software I’m using right now and the man behind most software solutions around the world, innovative.
Shahrukh Khan, a marketing expert whose acting skills still need to be honed but because of his persona he stands out in a crowd, attitude.
Michael Jackson, no words just lyrics and a walk on the moon, talent.
Steve Irwin, ‘the crocodile man’ knew his work like any other wild life expert but his energy and enthusiasm captured his audience, energetic.
Summarizing these qualities as Attitude, Charismatic, Talented, Innovative, Visionary & Energetic, we get 6 main attributes to being a good leader. To make it more theoretical in nature we can turn these qualities into an acronym, ACTIVE.
Its so simple, you need to be ‘active’ to be a good leader, people need to see you, hear you, feel your thoughts and understand you until you can label yourself, or be labeled as a good leader. All the above people have been ‘active’ but have focused more on one main quality while the other qualities were also nurtured simultaneously.
So now when someone tells you to be more…
You can diversify that statement and ask him/her a question, “in which aspect of being ACTIVE should I be more?”
Do you rethink your attitude? Or maybe change your vision or goal? Do you try and further nurture a talent? Or maybe put more effort into your work and be excited about it?
Once you know exactly which area to enhance yourself, I’m sure turning into that world class leader would be much simpler.
The next part is to not only know which areas to tap but also benchmark it. Most of the time we give ourselves below average benchmarks so that reaching it would be so much simpler.
Instead of saying ‘I’m going to be physically fit by next year’ we say ‘I’m going to loose 5 kg’s by this month end!!!’
Our goals are short lived and die a natural death before we even implement the idea of executing it. We need long term goals and a logical and a sound plan that supports it.
Benchmarking is about, as a million people have already said and I quote “reach for the stars you will touch the sky” my only addition is “the sky is not the limit!!!”
If we aim for something beyond our reach we will at least come close enough to something more than above average.
So now that we know we have to hone are ‘ACTIVE’ Skills and benchmark them to a degree of high proportions, there is one more think we need to keep in mind ‘communication’.
Make no mistake many a times we concentrate so hard in educating ourselves, or harnessing a talent or even thinking of things that we forget that the pivotal role of a leader is to be able to communicate a thought, idea or revolution through words, gestures and expressions.
I’m not saying just knowing the English language is good enough, no! It’s using it that makes the difference. You can have the fastest bike in the world but if you’re scared of speed, than what’s the point??
Most people fear speaking in public, or addressing even a small audience. Most people fear speaking overall.
Please note being a people’s person does not mean you speak really well. People might love or like you for the person you are but not necessarily for the way you speak.
You don’t need to have an accent, I’m sure every one has seen the Indian scientist talking to an MIT audience. He knew how to get his point across not only by dialogue but also by a simple visual presentation… he innovated.
Why people don’t communicate, the biggest fear, is because they fear being judged.
You fear being judged by your peers, your superiors and strangers. My question is why? People should realize that they are being judged from the moment they crawl out of bed to the moment they jump right back in it. When you’re sitting in your car, others around you look at you and trust me they are thinking something about you, creating an impression by default. When you enter your office, everyday, people create new impressions about you. Hence the fear of being judged is felt by everyone, you’re not alone.
This brings into light ‘First impressions’. The impression that a person creates by default just by observing what they see, be it dressing styles, body language or expressions.
Though this is a completely separate topic all together it is a vital one and after I do my own recon on it I will elaborate further.
But just to get started, if that great leader in you wants to jump out and take its stance in the world keep the three points in mind. Be ACTIVE, Benchmark beyond a degree of high proportions and communicate. If these three things are sorted being that leader should not be that hard.
Next Blog: First Impressions and how to ensure appositive one.
Sunday, February 14, 2010
Choose to Change Choice
Use a condom not use a condom? well that's not the choice I'm talking about. Obviously the later of that choice would put a diaper on your plans... i meant damper!!
But yes choice, Its a funny word that goes hand in hand with destiny and yet we feel it was us who made the decision.
I have a friend working with a big software giant, extremely intelligent and very family oriented. Every new years no matter how great a plan i made he always had to go home to meet his folks. Last to last new years i managed to convince him to stay for one extra day, that is to celebrate Christmas and then go home. If he had not made his decision correctly, i.e. to come for the party, then this November he would not be getting married to the girl of his dreams!!
This is not a theory I'm trying to highlight or bring to any ones notice, its a fact that at some point we all have pondered over but have not really thought it threw.
The recent Pune Blast, first my condolences to all the friends and families who lost loved ones and enemies in that incident, i remember almost 7 years back i was sitting at the German Bakery drinking that exquisite coffee with a doughnut, today it remains a memory.
My best friend had shifted to Pune last year and stayed around Koregaon area. His daily routine was not monotonous in any way other than the fact that everyday he had to go have one cup of coffee and and fried egg with bread at the German bakery.
Religiously everyday till the famous coffee shop closed he would sit there observing people and enjoying the general ambiance it hosted.
I tried convincing him to come for Christmas, new years, my birthday and every other occasion but he never used to come.
The night the blast happened he was not there!!!
Why? because he came to Delhi to surprise me for my anniversary...
When we got to know of the blast the shock on his face and mine were of complete despair for the people who lost their lives. I feel selfish saying this, but i have to confess i felt relieved that i did not loose anyone or at least any one i know.
I'm sure if i had this blog would have had a completely different flavor to it! I'm sure if i had lost my best friend i would have made a big hullabaloo about it and maybe would have protested etc etc etc.
Why i say all this is not to highlight my insensitivity towards all this but what i mean to bring to our attention is has our power of choice has altered our approach towards the real world?
Have we ever thought of a consequence if we had made an alternate choice? if we had not left office early and would have still been sitting in the World trade Center on that fateful day, If we had stayed one extra night at the Taj, If we had not taken the next flight to surprise a friend. The big 'IF'.
I'm sure thinking of all this is meant to get people confused, when we think of choice and destiny we get that glazed look in our eyes and nod our heads as though its so deep we cant fathom consequences but just appreciate a good choice made.
But while appreciating that good choice we loose our sense of compassion!
I regret to say i thought i lost mine for the Pune blast, but as redemption i write this blog. Not to seek out others who feel the same, i hope i don't find anyone, but others who can give me hope that maybe there are only a few like me and that this world has hope after-all. I admit i did learn my lesson, others out there who did not even have that friend might have not even given it a second thought after sneering for a minute against those culprits, whoever they may be.
Compassion is not something we can buy nor is choice, destiny and time unfortunately.
There is no great ending to this article there is no summary or conclusion but a simple statement... 'You chose to read it didn't you? and maybe by this blogs contribution to your thoughts i might have changed something somewhere after all'
I chose to act!
But yes choice, Its a funny word that goes hand in hand with destiny and yet we feel it was us who made the decision.
I have a friend working with a big software giant, extremely intelligent and very family oriented. Every new years no matter how great a plan i made he always had to go home to meet his folks. Last to last new years i managed to convince him to stay for one extra day, that is to celebrate Christmas and then go home. If he had not made his decision correctly, i.e. to come for the party, then this November he would not be getting married to the girl of his dreams!!
This is not a theory I'm trying to highlight or bring to any ones notice, its a fact that at some point we all have pondered over but have not really thought it threw.
The recent Pune Blast, first my condolences to all the friends and families who lost loved ones and enemies in that incident, i remember almost 7 years back i was sitting at the German Bakery drinking that exquisite coffee with a doughnut, today it remains a memory.
My best friend had shifted to Pune last year and stayed around Koregaon area. His daily routine was not monotonous in any way other than the fact that everyday he had to go have one cup of coffee and and fried egg with bread at the German bakery.
Religiously everyday till the famous coffee shop closed he would sit there observing people and enjoying the general ambiance it hosted.
I tried convincing him to come for Christmas, new years, my birthday and every other occasion but he never used to come.
The night the blast happened he was not there!!!
Why? because he came to Delhi to surprise me for my anniversary...
When we got to know of the blast the shock on his face and mine were of complete despair for the people who lost their lives. I feel selfish saying this, but i have to confess i felt relieved that i did not loose anyone or at least any one i know.
I'm sure if i had this blog would have had a completely different flavor to it! I'm sure if i had lost my best friend i would have made a big hullabaloo about it and maybe would have protested etc etc etc.
Why i say all this is not to highlight my insensitivity towards all this but what i mean to bring to our attention is has our power of choice has altered our approach towards the real world?
Have we ever thought of a consequence if we had made an alternate choice? if we had not left office early and would have still been sitting in the World trade Center on that fateful day, If we had stayed one extra night at the Taj, If we had not taken the next flight to surprise a friend. The big 'IF'.
I'm sure thinking of all this is meant to get people confused, when we think of choice and destiny we get that glazed look in our eyes and nod our heads as though its so deep we cant fathom consequences but just appreciate a good choice made.
But while appreciating that good choice we loose our sense of compassion!
I regret to say i thought i lost mine for the Pune blast, but as redemption i write this blog. Not to seek out others who feel the same, i hope i don't find anyone, but others who can give me hope that maybe there are only a few like me and that this world has hope after-all. I admit i did learn my lesson, others out there who did not even have that friend might have not even given it a second thought after sneering for a minute against those culprits, whoever they may be.
Compassion is not something we can buy nor is choice, destiny and time unfortunately.
There is no great ending to this article there is no summary or conclusion but a simple statement... 'You chose to read it didn't you? and maybe by this blogs contribution to your thoughts i might have changed something somewhere after all'
I chose to act!
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