King of good times: can you help us?

flying the bad times!

I remember the first time I flew Kingfisher on a Bangalore - Delhi flight. The appearance, attitude, service, they were a notch above most airlines I had flown so far. Then they launched the BOM-LHR, which was so fantastic. We said, yeah, look India has arrived in the flying business!

Where there was a chance, I flew only Kingfisher, recommended it to friends. Almost all of them thanked me for recommending them. I did the same thing to my partner as well. When she asked which flight to book, I suggested Kingfisher to Delhi en-route London. Who would have thought that decision would make our live so difficult?!

It's been 43 days since we lost our baggage, the customer service couldn't go down such levels that we had to reach out to the Chairman's office. Yes, we did get several calls, but other than repeating the same thing again and again that they don't know where the bag is and they will report back in 24 hours, we haven't heard anything.

On 27 May 2010, we booked a Berlin-London-Delhi return ticket for 17 July 2010 on Make My Trip. The Berlin-London leg was operated by British Midlands(BD846). My partner checked-in her luggage all the way to Delhi airport. She flew Kingfisher (IT021) from London to Delhi and on arrival realised that her baggage had gone missing. So we filed a Property Irregularity Report (PIP - DEL1810706 / Luggage tag LH106562) at the airport itself and the Kingfisher executives said that they will send the bag across to our next destination which was in Spiti Valley !! Knowing that is not going to happen considering the difficulty even for us to reach the remote part of India, we told them to handover the luggage to our friends in New Delhi.

The PIP report was acknowledged by an executive called Amit Soni / code - 6089 / mobile number +91.9650883131. He suggested that we also call up BMI, which we did. BMI said, the ground handling in Berlin is done by Lufthansa, so requested us to call them. We did that too and Lufthansa employees were quick enough to check if there were any un-claimed luggage in Berlin TXL. None! So they suggested that we should claim compensation from Kingfisher for the delay / lost and Kingfisher can in turn claim the same from Lufthansa.

Except for once, there wasn't a single call / email from Kingfisher to update us about the lost luggage. During our working holidays, we were most of the time calling them for details and irrespective of the reference number, every time we had to repeat the same story again and again much to our anguish.

Since nothing much was happening other than all the time we spend on phone talking to Kingfisher executives, we decided to write a senior officer in their Mumbai office who asked us to report everything as it happened in an email to him. He acknowledged the email over phone, and said he has ordered an enquiry for the lost baggage. He also added that the moment he has an update on the baggage, his office will call us back. Now on this 43rd day, we still haven't heard from anyone.

On 7th August, 2010, I happen to be on another domestic flight of Kingfisher where I wrote about the above incident in the feedback form they distributed. Surprisingly, that worked and I got a call from their customer care office asking me if I have received the baggage or not! Interesting. This was followed by an email from Krunal Suryawanshi - Guest Commitment King Fisher. So I spent next two days talking to these guys (have to admit that they were prompt in calling back, but with no news on the bag, but reminded that the responsibility stays with British Midland and we should call them!). They suggested to write to chairman@flykingfisher.com with the scanned copy of PIP report. We also kept a cc to guestcare@flykingfisher.com and the senior officer referred earlier in Mumbai office.

The attachment wouldn't go through and all emails bounced back. Later we sent emails with all the information on a separate email, for which we still haven't received any response. Last week, I complained on twitter @flykingfisher and today I got a direct message "Regret yr exp.If not yet resolved pl write with dtls incl PNR/Flt/dt of travel to guestcare@flykingfisher.com to enable addressal of concern"

How many more emails do they want me to write to the same email id that doesn't even care to respond? So I tweeted on the following handles.

@flykingfisher baggage lost 43 days ago. Still no news, no compensation. shame on you Kingfisher. Till I get my bag u will see my post here

@TheVijayMallya for last 43 days I have been trying to get a response from ur staff 4 the lost luggage. It's a shame we hv 2 reach u 4 help!

I don't know if this is going to help. But I have decided to write every single day to these two twitter-handles @flykingfisher and @TheVijayMallya.

Till we have news about the lost baggage and we get rightly compensated we will tweet. Let us see if that will wake them up! Any ideas to push this further? Thanks!

Media responsibility on palliative care

Photo:Malayalam movie actor Mammooty on his frequent visits to the palliative care clinics in Calicut

A report in today's Times of India screams 'India worst in end-of-life care'. The report rightly laments about the poor condition existing in the 'end of life care' and how India is lying at the bottom of 40 countries from which sample data has been collected. It's true that a newspaper should highlight such a sad state of affairs in a vastly growing economy like India. TOI reports, 'India doesn't just have a poor quality of life, as reflected in its poor human development index (HDI), it also has a particularly poor 'quality of death'.

However what is missing in the news report are some of the highly positive remarks in the original white paper published yesterday by Economist Intelligence Unit on issues surrounding end-of-life care. It says "Amid the lamentably poor access to palliative care across India, the southern state of Kerala stands out as a beacon of hope. While India ranks at the bottom of the Index in overall score, and performs badly on many indicators, Kerala, if measured on the same points, would buck the trend. With only 3% of India’s population, the tiny state provides two-thirds of India’s palliative care services. More over, the state has a formal palliative care policy in place (it is the only Indian state with such a policy)and its government provides funding for community-based care programmes. It was also one of the first of India’s states to relax narcotics regulations to permit use of morphine by palliative care providers. Kerala has also extended the definition of palliative care to include the long-term chronically ill and even the mentally incapacitated."

The report highlights the success story of palliative care movement in Kerala that uses holistic and unconventional approaches compared to institutionalised western approaches. What started in a dressing room of two anesthetists in Calicut Medical College is now the most unique approach to palliative care that is being replicated in countries like Bangladesh, Seychelles and even Switzerland.

While reporting on the sad state of affairs in India vigorously, Times of India could also have inspired many with the success story of palliative care movement in Kerala. With more than 250 self-funded palliative clinics and a massive volunteer base that crosses 20,000 trained volunteers who re-defined community participation in health sector, there are plenty of learning for many other Indian states.

This success story of palliative care movement has to be told mainly because the Government - Public participation (especially community involvement in fund raising and caring) is something that can be replicated in other parts of India. As Dr. Suresh Kumar, Director of Institute of Palliative Medicine says, “there are a lot of medical problems, but there are also a lot of
social, spiritual and financial issues—so anybody who has time to spare can, if properly trained, take care of these people,”.

Indians have heard enough of negative things about their country. It's time we celebrate success stories. Media has a role to play in it.