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Konstantin Y. Smolentsev |
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| May 28, 2012 |
Bolshoi Ballet. Don Quixote. BRAVO!!!
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| May 23, 2012 |
![]("http://pics.livejournal.com/k_smolentsev/pic/0001r8pa/s640x480")
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| May 23, 2012 |
Who is the client?
I was flying from Tyumen to Moscow via S7 airlines recently. The next morning in Moscow, there was an important event that I couldn't be late to, let alone not appear at all. Just a few days before a UTair airplane crashed in Tyumen, so I decided to check the service and reliability of another Siberian airline. The registration was delayed – the computers weren't working. Finally, I got through the passport control and the check in, and sat down to read a novel by a famous male writer who writes under a woman's pseudo in anticipation of boarding. There was approximately five minutes left till the boarding time when I heard a very lively discussion with raised voices in the nearby gate. A passing by passenger advised me to go listen. It turned out that the representative of the S7 airline was standing with a policeman surrounded by several passengers. It seemed like it wasn't his first time calmly and quietly explaining to an audience that the airplane «needs to drop off a couple of technicians in Nizhniy Novgorod», that is why the flight now was to be to Nizhniy Novgorod, not Moscow. Only after the drop, the plane will make it's way to Moscow. Those passengers who disagreed with this bizarre situation were told «Should we call for boarding or go without you?». The policeman was quick to cool things off by saying that everyone has the right to sue the company, but no one has the right to be aggressive at that very moment, and those who will be, will be taken care of accordingly. The reply to passengers' arguments like a heart condition and extra landing & take off are extremely bad for them, connecting flights, connecting train, etc, was very calm: «We're going to Nizniy anyways, who doesn't like it can go, but there will be no ticket refunds». Demands for an official document stating the change of the flight were denied. In the end, the flight was delayed due to arguments and consequent luggage removal of those who refused to fly. We arrived in Moscow very late. Taking an advice from a flight attendant, I wrote an official complaint to the airline. I have to give credit to the Head of the customer service department who responded promptly, apologizing and saying that provided the claim is made official and I can provide evidence, the compensation can be no larger than 200 rubles. But in
1000
the beginning of his response he wrote that «the carrier has the right to change the route in case of an «operational need».
So now I'm stuck with a question: does the given airline operate through the financing of it's clients-passengers or «operational needs», putting passengers in an airplane if the opportunity arises? Judging from the incident, a part of the Russian business community is still on the way to the pastulate of a developed market society «the client is always right!» and a favorite question of all consultants «who is the client?» is, unfortunately, irrelevant for the airline. Or was this a one in a million «lucky» situation? |
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| May 19, 2012 |
I was flying from Tyumen to Moscow via S7 airlines recently. The next morning in Moscow, there was an important event that I couldn't be late to, let alone not appear at all. Just a few days before a UTair airplane crashed in Tyumen, so I decide
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| May 15, 2012 |
My Friend :)
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| May 13, 2012 |
My Grandfather. Tomsk – Smolensk 1942
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