Our ordeal during the return journey from Srinagar on 26th Sept.

Till the last leg of our travel, we had no qualms about Vistara's Ground Assistance or in-flight Service. 

Our Booking Reference was LBPY2H for the onward journey BLR/DEL/SXR on the 21st instant and LCFEB3 for the return journey SXR/DEL/BLR on the 26th instant.

Though we had short connections on both onward and return journeys, we were assisted by able ground staff, who ensured we didn't miss our connecting flight on our onward journey on the 21st of September. 

Come return journey on the last leg DEL-BLR on 26th, I have no words to describe the inefficiency and callousness of the ground staff. As in the previous journey, your ground staff greeted us and ushered us to the departure gates. What was different from our onward journey was that the staff moved so quickly and along with a family of 5, made us run around 2 km from the arrival gate to gate no 51 where our next flight was ready to board. Despite our age (I am 63 and my aunty is 70), we, along with the family of 5, almost ran to the gate only to be told curtly, that our flight had been closed. 

\What ensued was nothing short of a drama at gate no 51 when we asked the supervisor (one Mr Rajkumar) who said nothing could be done as the flight door had been closed. There was no sympathy or empathy for senior citizen travelers. A few other connecting flight travelers were not allowed to proceed for security check but were diverted to the Transit Desk where they were given fresh boarding passes for connecting flights an hour and a half later. We would have been more than happy, had they extended the same service to us too. But it was not the case.

When enquired about why we were not provided a buggy from the arrival gate to the departure gate, which if done, could have ensured all 10 or so passengers boarded the flight, Mr Rajkumar said that the buggy belonged to GMR and was not available to them. Isn't this a service for the passengers or is this ornamental furniture at the airport? Isn't it paid for by the passengers, as a part of airport taxes?

After arguing and making our point clear to the staff at gate 51, we were told that there were no seats on the flight that were offered to the left behind connecting flight passengers but not to us. The staff clearly lacked empathy as any other person in their place would have secured seats for us before allotting them to others. We were left high and dry and as a consolation, we were given a limited meal voucher to wet our sore throats and growling stomachs.

At last, the staff did a great favour and offered us seats on flight UK809 at 19h40. Had they shown some empathy, we could have been at our homes by this time. 

Continuing our ordeal, the 26th was Bengaluru bandh and due to our delayed arrival, the engaged private taxies (already prepaid) had to be sent back and we had no option but to pay again for the taxi. However, due to our persistent demands, the ground staff agreed to do the following:  

1. Pay for the taxi charges.

2. Since the luggage of all 4 passengers (we were traveling together), was booked in my name, our request to send the luggage of the other two passengers to their residence by your ground staff at Bengaluru.

Takeaways to the airline, from the whole episode:

1. Never offer short-connection flights to be booked (if you can't guarantee ease of connection).

2. Logically speaking - short-connection passengers must be allotted seats closer to each other and as far as possible towards the front of the aircraft. It is easier to earn passenger goodwill in the long run than be greedy for profiting from the premium seats in the short run (an old fable - golden egg or such egg-laying goose). 

3. Buggy or other means of internal transport be booked by the airline, with airport authorities, for such travelers.

Before I forget, amongst the transit passengers was a Capt. of the Indian Army who was on an emergency visit to Bengaluru (Family Medical Emergency) and a couple of others. I have the phone numbers of all the passengers who would vouch for the casual and appalling attitude of those in charge and in such responsible functions/positions.

It appears that only passengers who raised their voices were punished (by delaying their connecting flight) while the others were accommodated on earlier flights, as they didn't protest.

My numerous emails to various people connected with grievance redressal have fallen on deaf ears. With this experience in the background, I wonder if I will ever fly Vistara.

Let this write-up serve as a caution to readers, who travel with short connecting time between flights.