COMPLAINT AGAINST & POLICY VIOLATION BY BLU SMART CUSTOMER SUPPORT BOOTH AT AIRPORT (T3 TERMINAL

This is a complaint against your Blue Customer support employees, deployed in Kiosk, at Airport Terminal (T3) on 27th Aug 2023, between 1700 -1810 Hrs.
Both employees (the girl & the boy) handling customers, not only violated the Blue Smart Company's policy of Zero cancellation but also caused immense trouble and harassment to me and my family.

The timeline of details along with evidence of incidents are as follows: -

1. On 27th Aug, at about 1655 Hrs, while coming out of Airport Terminal T3, I booked a Blue Smart Cab for 1800 Hrs on 27th Aug 2023 (Screen shot attached).

2. I reached Blue Smart Pickup point at about 1730 Hrs and was waiting there for a booked cab.

3. At about 1748 Hrs, I received a call from Cab Driver saying that he has reached at the location, during discussion came to know that app picked up a location far away from the pickup point. So, the driver requested me that I should update the pickup location to Blue pickup point at T3. As I was not very conversant with the App I thought of taking help of your customer support employee at Kiosk. From here the trauma started. (Screenshot of call details attached).

4. On approaching Kiosk, I explained the situation to your employees and asked help to update the pickup location, the girl took the case. Then without discussing and explaining what she is doing and informing me, she cancelled the ride. Whereas I just asked her to help me in updating the pickup location, which Driver and I agreed upon. (Records are available).

5. Then she started telling, I need to book a new Cab and for which I have to pay extra money. I told her I have already paid for the booking she said it would have been refunded and you have to pay here, in Cash/online for booking a cab and now the amount is INR 618.00 for that booking, earlier I paid INR 478. I asked the reason why she had cancelled the ride and why she is asking extra charges, she said if you want cab from here you have to pay extra.

6. As we have to head to our home, I decided to pay it online at 1745 Hrs, but even after that the cab was not reflecting in my app and I asked that girl what is happening and when I am going to get the cab. She started other customers and the guy sitting next to her jumped into and started telling they can't do anything about it. The Cab has been booked for you and both of them can do anything if it is not there or not reflecting in my App there. (Screenshot of payment & next ride details are attached)

7. At about 10-15 minutes they have kept us waiting us and arguing that they can't do anything and can't help us. With in that during that period they did even bother to inform the new driver, about his ride.

8. From the abovementioned incident following things are evident: -

(a) The Kiosk employees were more interested to book ride from their portal so that they can show that booking is done from their end.
(b) They are least interested in resolving the customer concerns, rather than I have a doubt, that they have been giving rides to their favorite drivers.
(c) They are not clear about company policy of nearly zero cancellations to customers, especially when Cab driver and customer agreed to continue.
(d) They are certainly not aware of procedure and handling app issues or helping customer too.
(e) They are not doing any co-ordination between Cab Driver and Customers.

9. I have raised the complaint yesterday i.e. 27th Aug 2023, over a call, to Mr Prakash at about 1805 Hrs, on the numbers +917948058888 & 8007005005, and it has been raised today also with Mr Diptopal Mukharjee (from poor feedback Team) at 0905 Hrs on number +917948058888 . (both call records are available for reference). Today I have also received mail from Mr Diptopal Mukharjee, explaining that it was only technological error, completely ignoring the act of both the employees and shielding them. In his mail he mentions that investigation is yet to be carried out. Without investigating how can he has reached to a conclusion. Probably he wants to close the complaint ignoring the trauma and harrashment which my family and me gone through it.

10. In view of above it is requested that necessary action may be taken against both Blue Kiosk Employees (the girl & the boy) for cancelling the Cab (without informing & violating the assurance of Blue Smart cab to their customers, especially when driver and customer agreed to continue the ride), not knowing their work and harassing the customer for their own hidden benefits or for the reasons best known to them.