Professional?? You kidding me??? He is calm because he knows that he and his shit ass company is at fault.. I guess the passenger should be promoted to get through this bullshit
He is already promoted to a manager ..n whatever he said that was absolutely correct generally every airline overbooks their flight by 10%...because this is the business...
This guy is Company Building Material ! I hope he gets a supervisor role and is able to coach his juniors with the same calmness and composure that he had in this conversation.
this guy need to educate himself about ticketing policies. this is nothing new. this practice of overbooking by 10-15% is flowed by every other airlines of the world. ot is printed in their ticketing policy, read the fine print or visit their website. Nobody like fly empty seats. there are passengers who do not turn up or are late. only difference is the compensation they offer to the passengers when 100% turns up. so those who want to reply fly must reach airport early and if you get late then prepare for the worst. there are some passengers who purposely book during peak season and they are ok to denied boarding in-lieau of compensation. qantas used to offer cash payout $200 + hotel accommodation until next available flight. tge compensation amount increases to the point that people are ready to give up their seat as they get ticket plus cash plus hotel accommodation.
I am a retired airline employee and it is true that airlines overbook flights because there are usually "no shows". But if we confirm a flight to a passanger and he has a ticket we can not deny boarding only because we overbooked and everybody showed up. We would either upgrade the passanger or if we were totally booked we would transfer him to another airline. To just deny boarding to a passanger whom we sold a ticket with an explanation that we overbooked is a terrible company policy but this is India, which is another planet.
THIS IS ALL DUE GO OUR OWN GOVERNMENT, ITS STUPIDITY TO PRIVATIZE EVERYTHING AROUND AND ALLOW A BUNCH OF GREEDY SELFISH INHUMAN CHARACTERS TO ACCUMULATE WEALTH HARASSING AND CAUSING UNPLEASANT SITUATIONS FOR INNOCENT CITIZENS OF OUR COUNTRY WHO DEPEND ENTIRELY ON THE SERVICES GIVEN IN THE COUNTRY FOR THEIR LIFE HERE.
@@emailshe it is really on the " first come first serve" basis. If a flight is overbooked those who show up last would have to be put on the next flight. So it is always advisable to check in as early as possible to avoid complications.
@@emailshe Yes, I remember that case.He was offloaded because the airline needed a seat for an employee. According to the Contract of Carriage which we enter with an airline when we purchase a ticket , the airline has a right to denial boarding or offload a passenger who is already seated.The contract favors the airline and not the passenger so, it is advisable to always comply with the fight crew because the law is on their side.
@@ramaniabraham1264 Your view of how things work is over generalised and childish. If you don't believe me, ask anyone who has ever run their own company. Feel free to try it. You'll know what I'm talking about. Govt should privatize. My dad works in a Govt. partnered oil company and from the way I see these government companies function it's hard to make a profit. Issues I've noticed: - most people just come there to give attendance, only few people actually know the job. - it will boggle your mind how some peope who don't even have to intellectual capacity to grasp STEM field concepts are employed just because they have reservation - people at higher positions in the company are siphoning money out left right and center - people who get the govt. job throuh merit loose interest in working when they see their collegues are getting quicker promotion because of reservation. - govt. can't fire people for poor performance or heck, even no performance. This is not how a profit making buisness runs. Govt. should privatize as quickly as possible if they want to save these established organisations. There was a time when things were slow and there was less competetion, but now technology is developing at a rapid pace, if things function like this they will never catch up to the private players and eventually cease to exist.
I do understand the frustration esp given with the pax child waiting for them. However this is one of the best managed and customer service personnel I have seen. I applaud this representative. Hope pax sir reached ok
Rohit Gupta ya ... and I only wish this wonderful manager kick you out of the plane when u r flying on an emergency to attend ur dearest ones funeral or medical care.
I agree....the group staff personnel really handled it well.Unfortunately that's the truth of airline business.. overbooking...every single airline in the world does it... and it has to happen otherwise there is no profit for the airline
Dark Knight: If you think of yourself as so entitled then you can buy your own plane and use it when necessary. If you want service by others, then you have to play by the rules. The rules are clearly described in the terms and conditions when you buy the ticket and law is clearly described on the DGCA website.
@@DarkKnight-wr1el The decision to kick someone out is not on this lower level underpaid and overworked staff. He could have asked for manager and gave him an earful.
Actually the Air India employee is correct. All airlines in the world overfill the aircraft. That's how it works. Because there are always 4-5 passengers who can't make to the flight. Many a times, the flight don't get overbooked because there is not much demand. Hats off to the Air India employee. He's professional!
Excellent way to handle pressure situation, hats off to the professionalism of the staff. The behavior of the passenger was correct also as per the situation described. End of the day we all work for a company and we abide by whatever policies and business models they follow.
In my 32 years on this planet, if I have learnt one lesson, it is never to raise one's voice, even if in distress. And more so if you are trying to persuade someone to help you. The Air India official was very professional and calm despite being under pressure - he also provided a fair compensation - a hotel stay for a domestic flight. That is pretty rare across the world. So the least this gentleman should have done was to behave !
@@Harshvardhan-iw3kk it's just meeting daughter who is alone, not meeting daughter who has cancer and has operation on that day. Man sometimes you people really stretch what urgent means lol.
passenger has every right to raise his voice .. d professional admitted that every airline does "THIS" .. knowing fully well that it is wrong ... u have no right to passon ur problem to ur customer
One must also appreciate that Pavan Bali was very polite and forthright in his interaction with the customer. Given what happens in practice in airlines industry, what could he have done beyond providing accommodation to the passenger concerned and issuing boarding passes then and there? What if the passenger was held up in unusually heavy traffic and missed the flight? I think it would be appropriate for the airlines to disclose it upfront that they overbook flight and issue boarding passes in the order in which the passengers report at the counter; and advise passengers to reach the airport well in time.
@@roy3214 no point fighting with an airline employee when this is a legally allowed industry practice followed by all airlines.........the customer was angry because he wasn't aware......partly his fault (his ignorance) and party airlines fault (but then again no airline tells this, people know about overbooking through their general awareness or through hard way like this incident)
@@roy3214 you’re the dumbest mf I’ve ever seen Jesus. Its not the person who’s responsible for the company overselling. ITS THE COMPANY THATS RESPONSIBLE
He was calm because he was guilty. What if the passenger was in emergency situation? The passenger was loud because he was panicking, & the attendant was cool because it was not his matter.
The employee was polite. That is his job. He wasnt doing the customer a favor. The customer has every right to be pissed off. Typical of these Indian carriers. Instead of talking like an IDIOT put yourself in the customers shoes. The staffer has been trained to mouth this kind of garbage. The customer is inconvenienced. No Apologies, NOTHING. TAKE IT OR LEAVE IT KIND OF ATTITUDE.
The attendant is a genius! I know it must be frustrating that you'll have to miss your flight even when it isn't your fault, but hats off to Mr. Pawan...
The whole purpose of this video didn't seemed like getting a resolution on the issue but to just make a video and highlight, a genuine effort was done by the airline staff to sort the issue
@@12334shubham 😂 bhai 3-4 days lagenge flight mai 1ghante mai Guwahati pohoch jayega next day bhi ticket Mila toh train se pehle hi pochenge. Aur inhone jitna pay Kara utna refund de diya gaya hai.
This Overbooking helps slashing prices of tickets too. Overbooking are done on the basis of historical statistics on different sectors... Uncle was right that he bought the tickets but at the same time airline staff honestly admitted and apologized
Very polite and cool-headed customer service service agent. One of the best I have ever seen. Rude customer. Overbooking is the default across the world and has always been. It is clearly described in the terms and conditions when you buy the ticket. The compensation is well defined in the DGCA rules. If you don't want to be denied boarding, always check-in online in advance. Read the DGCA rules regarding overbooking and know your entitled compensation and ask for it politely. Don't be rude to staff. They are only doing their job.
Overbooking is just a backup if incase passenger doesnt showup! if we see in airline perspective! planes aren't like cars.. the huge amount of fuel costs for each trip! Better we just arrive airport early rather than shouting on staffs.
What a honest employee.. He is revealing Inter process like giving practical trainings to employees. Customer understood each point but behaving like a layman..
@@AngyNags sorry he's not the only one that has faced such issues. I've had issues of delays upto 4 or more hours countless amount of times but I don't go around the airport trying to ridicule airline staff just for following Airline SOP's. What can he do about it? If there is an issue then write to the DGCA to make it a worldwide ban on overbooking. But it's not gonna happen as it is a common practice. I will bet you if he would've been in an airport in the States or UK, he would think thrice to pull out his phone and begin recording.
The ending speech was helirous😂😂😂😂😂 -This is the way where the premiere Airlines of India AirIndia one of the largest airlines of India is behaving with their customers and duping them with lot of money overselling by 10-15% and asking them to say 10-12 hrs overnight and arranging them in some other flight. Ok ladies and gentleman this all and out.
So what? If i have a job interview the next morning then should I lose my job just because they decide to overbook the flight? What if I have a connecting flight on a different PNR? If an airline can make a fortune by overbooking flights, they must be prepared to spend a fortune to ferry passengers who do not agree to board the next flight. I am paying for a certain ticket just because I decide to travel on that specific date and time.
@@amishagarwal3151 You have an option of web-checkin, you have an option to reach the airport early and get yourself checked in. If you have an interview, I am sure you will be willing to do at least that much. I have known this since I was in school. Airlines do this just so that they can make up for no-shows. That's why you either use web-checkin or arrive at the airport early, always.
@@aranyadutta1784 no shows leads to a non-refund , and fully refundable tickets are expensive and they are already insured by charging exorbidantly fully refundable fares too. I guess they have made up for no-shows. As far as reaching early is concerned, as a passenger I am ready , but then they have to mention at the time of booking that seat appointment is on first come first serve basis, and should also mention that passengers should reach earlier than stated time for check-in to gurantee a seat reservation. Not every passenger knows about these money-makimg antics of airlines.
Aman no excess booking, understand calculation U purchased tkt 2 month back in 12000 and instant someone give 25000 then definable they will go with 25000, overbooked is not legal possible even system not permit,
Kudos to the customer service executive. He was really trying to find best possible resolution on this at that point in time. Lot of airlines deny plainly accommodating passengers into next available flight.
Whatever he said was the truth. He's not the one deciding to overbook. He is the one who has to break the news to the passengers. He has no choice. And he did it like a professional even though you pulled a camera on his face like a hooligan. Respect for this attendant.
So what? If i have a job interview the next morning then should I lose my job just because they decide to overbook the flight? What if I have a connecting flight on a different PNR? If an airline can make a fortune by overbooking flights, they must be prepared to spend a fortune to ferry passengers who do not agree to board the next flight. I am paying for a certain ticket just because I decide to travel on that specific date and time.
@@amishagarwal3151 well I think if you check in super early you won't be the one asked to offload. It is usually people who turn up too late or didn't check in online (i.e., have a boarding pass) who find themselves in such a situation.
Amazing skills he has, i learnt a lot from this video. Thanks for making such a valuable content for people like us who want to make career in service industry
Although the passenger is liable for compensation equivalent to 200% of the fare, since the passenger is not getting an alternate flight under 1 hour from scheduled departure, along with a free alternate flight ticket. The attendant didn't inform the passenger that...
The agent is brilliant. He calmly educated the passenger, in what ALL airlines do when selling tickets. Is this the passengers first flight? That's why it's important to arrive much earlier than the flight time. The babysitting arrangements are not the airline's responsibility: any number of issues could have happened to prevent the passenger from arriving at the airport in good time. Well done Mr. Pawan, you are a credit to the airline.
What if I wanted to attend a funeral or a job interview? Sure, babysitting is not an excuse, but I am sure a genuine reason like death or a further connection is definitely a concern.
Arriving earlier isn't a solution at all. Person coming 2 hours ago can still loose the flight if other people comes in before. Though a rare case, but there should be some huge reward or compensation for passenger with no urgencies to voluntarily give up their seats in favour of rewards or STOP OVERBOOKING.
Just remember if this happens to you just visit the ministry of aviation and show them their guidelines and u will not only get a confirmed seat in NXT flight but will also get 200% of your fare as a compensation
I never knew the concept of overbooking in airlines... if that is the case how can I ensure I get to sit in the flight... should I come way early to avail the boarding pass ?
Yes or else airlines go give a compensation which usually ppl love those or else as an advice if you have a free time always opt for denied boarding so that some airlines do give a free ticket. I am en employee of Emirates.. Emirates does that.. You can an alternate flight plus a free ticket valid for a year 🥰🥰
Yeh konsa rule ha k 100 seats ha tw 115 ticket sale hoge wo bh booking pa yeh tw un 15 logo k sath ghlat hoga akhir unho ne booking k paise bh dye hoty ha is airline pa action hona chahye ha
What if there is a death in the family or there is an exam to attend or someone is seriously ill? Will you tell them that we have overbooked the flight? Well if I am buying a specific ticket, obviously I only intend to reach my destination at that time? Why should I compromise my schedule or an event just because the airline decides to overbrook the flight? Is it justified to miss my exam in another city, just because the airline decides to overbook the flight? No matter how calm the representative would be, the grieviances of the customer cannot be countered with any sort of compensation.
Very true.. I fully agree... Soft words, compensation, courtesy seems sweet only when ur bump is not over the oven... Exams, connecting flights, ceremony attendance these are really important aspects which can't be ignored in lieu of a sorry from the customer care.. This system is disgusting indeed... Public is judging the uncle for his aggression... Jab khudki gaand fat ti haina,, tab yeh sab mithi batein, sorry, or professionalism raas nahi aati.... That's the reality of life friends
1 tip. If this ever happens to you and. The flight has others classes. You can just ask them to transfer you to other class. You can also get the business class or first class😃😃
So what? If i have a job interview the next morning then should I lose my job just because they decide to overbook the flight? What if I have a connecting flight on a different PNR? If an airline can make a fortune by overbooking flights, they must be prepared to spend a fortune to ferry passengers who do not agree to board the next flight. I am paying for a certain ticket just because I decide to travel on that specific date and time.
@@amishagarwal3151 first of all this passenger did not do web check in, next he came very late for check in and about you, if you have a job interview come a day before and check in to a hotel or be early to check in offline, its a job interview or honeymoon, overbooking is also done in indian railways
@@happy12345357 The airline has full rights to deny boarding if the person comes after the 'stipulated time' on the website. But within the stipulated time, they should not deny. As far as coming a day prior is concerned, not everyone has such flexible schedules and budgets. And web-checkin not always works, it is a facility and not a compulsion to be guranteed seating. On some special fares, web check in not possible also, such as senior citizen, army etc. Moreover, Indian railways overbooks and informs it in form of a waitlist, immediately after the booking, not lile airlines straight away denying boarding to paying customers just because they want to earn extra bucks by overbooking.
It's all part of airline revenue management, they overbook to protect themself from demand fluctuations specially due to last minute cancellations, even railway do the same. But their should be a better way that help the customers from the problems caused by this. This guy truely did what he can do.
*Now TATA again regain it's AIR INDIA Airline back in there TATA group & i am 100% assure that this airline is gonna be the most luxurious, valueable, comfortable & best international airline 🛫company in the world 🇮🇳❤️* *THE FLYING PALACE*
This is a fact. All flights of all airlines are overbooked, because some passengers are no-shows, meaning they either cancel their travel plans or just do not show up. All airlines around the world operate this way, it is not a surprise. Mr. Pawan was extremely professional. He not only accommodated the passenger, but he also educated him, that he need not have done. He was calm throughout. We do not know the passenger’s situation but he was hardly letting Mr. Pawan speak. He still behaved in a much more civilized way than what we have seen in many others videos.
The passenger has a very valid point. DGCA (Regulator) should not allow airlines to overbook. Just because this is a practice all around the world does not make it right.
Thats why reach early to airport if you are taking flight and it’s urgent to travel on same flight you booked .. late comers will be denied from boarding
The airline personnel was honest and fair. He provided overnight accommodation and was going to issue boarding pass for the morning flight. I can appreciate the frustration of the passenger. He could have asked for an upgrade if seats were not available in economy. I fly in Europe and USA all the time. One must make allowance for delay for bad weather or technical problems. Airlines sell 10% more tickets in case of no show. Premium Airlines offer financial compensation in addition to accommodation. Air India being an alliance partner should have done the same. The Air India personnel should be congratulated and his efforts noted for handling so well an irrate passenger.
I traveled from Varanasi to Hyderabad today morning (INDIGO:6E 2815 seat 30E and 6E 2325 seat 4D). I had a rucksack/backpack without lock as my check-in luggage. I didn't keep anything important/expensive knowing the situation. At Hyderabad baggage arrived after 40mins and overtly it was normal. At home I found things missing from the bag. Airline told me if you don't register a complaint at the airport, nothing can be done. My question is...am I supposed to unpack and check my bag at the conveyor belt? Aren't you responsible and accountable for my baggage once I hand it over to you?
Overbooking is entirely legal. In fact, if overbooking were to be made illegal, the price of air travel tickets would likely increase. The executive was totally calm and professional.
i am with the airline attendant Pavan, he is making arrangements right now for the next available flight. He is just an operator and would not have any say if all seats are booked. He might not have any vengence against a traveller. Traveller might have situation but for that they should come early or try to net check-in. But some feel like 'raja' to come last and complaint. Better ask for full refund and see if there is another airline with seats to take it. Airline should be able to do that. The argument was waste of time.
Mujhe bhi ek baar roka tha boarding pass lene ke baad ,jb boarding gate Pahucha, kafi request karne ke baad last moment me allow kr diya tha .3 march 2021 delhi to imphal.
Hence it gets really important to check in early when taking a busy route. Airlines overbook to compensate for any last-minute cancellations however, we as passengers should not rely on that and check-in at the earliest.
He is too professional.
He deserves promotion😗
he doesn't get promotion bcoz he is professional. Mind you it's Air India (govt owned) so they literally suck
@Quartz Yes I know :D
Professional?? You kidding me??? He is calm because he knows that he and his shit ass company is at fault.. I guess the passenger should be promoted to get through this bullshit
True that
He is already promoted to a manager ..n whatever he said that was absolutely correct generally every airline overbooks their flight by 10%...because this is the business...
Great attendant. I’d hire him for my business.
You need to have one for that😒
Great job by the air india employee. Over booking is done by all airlines. This practice is approved by DGCA.
What the fuc* is this,bloody nonsense
Bhai kya business hai aapka?
@@Swapnil_Bharadi black and white quarter 😁
This guy is Company Building Material ! I hope he gets a supervisor role and is able to coach his juniors with the same calmness and composure that he had in this conversation.
In my opinion the attendant was very calm and handled the situation well
Well said !
Bahut Sahi
He is correct, All airlines do that
So that makes it right ??? Because everybody is doing it.
Everyone doesnt do it. Only FUCKWITS DO0
Then, Government kya kar rahi hai
@Mustafa Qayum Well said !! Educate these idiots. Only happens in the third world
this guy need to educate himself about ticketing policies.
this is nothing new. this practice of overbooking by 10-15% is flowed by every other airlines of the world. ot is printed in their ticketing policy, read the fine print or visit their website. Nobody like fly empty seats. there are passengers who do not turn up or are late.
only difference is the compensation they offer to the passengers when 100% turns up. so those who want to reply fly must reach airport early and if you get late then prepare for the worst. there are some passengers who purposely book during peak season and they are ok to denied boarding in-lieau of compensation. qantas used to offer cash payout $200 + hotel accommodation until next available flight. tge compensation amount increases to the point that people are ready to give up their seat as they get ticket plus cash plus hotel accommodation.
I am a retired airline employee and it is true that airlines overbook flights because there are usually "no shows". But if we confirm a flight to a passanger and he has a ticket we can not
deny boarding only because we overbooked and everybody showed up. We would either upgrade the passanger or if we were totally booked we would transfer him to another airline.
To just deny boarding to a passanger whom we sold a ticket with an explanation that we overbooked is a terrible company policy but this is India, which is another planet.
THIS IS ALL DUE GO OUR OWN GOVERNMENT, ITS STUPIDITY TO PRIVATIZE EVERYTHING AROUND AND ALLOW A BUNCH OF GREEDY SELFISH INHUMAN CHARACTERS TO ACCUMULATE WEALTH HARASSING AND CAUSING UNPLEASANT SITUATIONS FOR INNOCENT CITIZENS OF OUR COUNTRY WHO DEPEND ENTIRELY ON THE SERVICES GIVEN IN THE COUNTRY FOR THEIR LIFE HERE.
@@ramaniabraham1264 at least private organization employees are working far better then govt employees could even think off.
@@emailshe it is really on the " first come first serve" basis. If a flight is overbooked
those who show up last would have to be
put on the next flight. So it is always advisable to check in as early as possible
to avoid complications.
@@emailshe Yes, I remember that case.He was offloaded because the airline needed
a seat for an employee. According to the Contract of Carriage which we enter with an airline when we purchase a ticket , the airline has a right to denial boarding or offload a passenger who is already seated.The contract favors the airline and not the passenger so, it is advisable to always comply with the fight crew because the law is on their side.
@@ramaniabraham1264 Your view of how things work is over generalised and childish. If you don't believe me, ask anyone who has ever run their own company. Feel free to try it. You'll know what I'm talking about.
Govt should privatize. My dad works in a Govt. partnered oil company and from the way I see these government companies function it's hard to make a profit. Issues I've noticed:
- most people just come there to give attendance, only few people actually know the job.
- it will boggle your mind how some peope who don't even have to intellectual capacity to grasp STEM field concepts are employed just because they have reservation
- people at higher positions in the company are siphoning money out left right and center
- people who get the govt. job throuh merit loose interest in working when they see their collegues are getting quicker promotion because of reservation.
- govt. can't fire people for poor performance or heck, even no performance.
This is not how a profit making buisness runs. Govt. should privatize as quickly as possible if they want to save these established organisations. There was a time when things were slow and there was less competetion, but now technology is developing at a rapid pace, if things function like this they will never catch up to the private players and eventually cease to exist.
I do understand the frustration esp given with the pax child waiting for them. However this is one of the best managed and customer service personnel I have seen. I applaud this representative. Hope pax sir reached ok
Rohit Gupta ya ... and I only wish this wonderful manager kick you out of the plane when u r flying on an emergency to attend ur dearest ones funeral or medical care.
I agree....the group staff personnel really handled it well.Unfortunately that's the truth of airline business.. overbooking...every single airline in the world does it... and it has to happen otherwise there is no profit for the airline
Dark Knight: If you think of yourself as so entitled then you can buy your own plane and use it when necessary. If you want service by others, then you have to play by the rules. The rules are clearly described in the terms and conditions when you buy the ticket and law is clearly described on the DGCA website.
Yes
@@DarkKnight-wr1el The decision to kick someone out is not on this lower level underpaid and overworked staff. He could have asked for manager and gave him an earful.
Actually the Air India employee is correct. All airlines in the world overfill the aircraft. That's how it works. Because there are always 4-5 passengers who can't make to the flight. Many a times, the flight don't get overbooked because there is not much demand. Hats off to the Air India employee. He's professional!
Maybe only in india
@@MaX-un4ro No, it happened with me in Vancouver and with my friend in Zurich
Nice way of justifying the incapability of Airlines !!! Toh customer kya raat bhar baithke jhakk maarega
@@bullrider9617 That's not incapability of airline. In most airlines, customers get compensation and are rebooked on next flights for free
Aaryan Bali This is wrong procedure !!! I am surprised that this is even legal !!
I feel both of them were right from there standpoint even though the situation was not.
Ya this is the correct thing.I also think the same.
Excellent way to handle pressure situation, hats off to the professionalism of the staff. The behavior of the passenger was correct also as per the situation described. End of the day we all work for a company and we abide by whatever policies and business models they follow.
In my 32 years on this planet, if I have learnt one lesson, it is never to raise one's voice, even if in distress. And more so if you are trying to persuade someone to help you. The Air India official was very professional and calm despite being under pressure - he also provided a fair compensation - a hotel stay for a domestic flight. That is pretty rare across the world. So the least this gentleman should have done was to behave !
You are right partly, but what if it was really urgent?
@@Harshvardhan-iw3kk it's just meeting daughter who is alone, not meeting daughter who has cancer and has operation on that day. Man sometimes you people really stretch what urgent means lol.
passenger has every right to raise his voice .. d professional admitted that every airline does "THIS" .. knowing fully well that it is wrong
...
u have no right to passon ur problem to ur customer
@@dara_1989 nope he said all airlines do this and it is legal to do so.
@@20shourya it is legal 2 marry 4 wives but not vice versa .. legal does not mean right
..
it is not right to wrong , though legal
biz ethics 👍
Lesson learned. Always reach airport an hour earlier and check in as early as possible
It's like a competition someone will have to suffer even if everybody comes early
i always do that
Bali is superb, he handled disruption very calmly and explained situation in proper way...overbooking is Common in Airline
One must also appreciate that Pavan Bali was very polite and forthright in his interaction with the customer. Given what happens in practice in airlines industry, what could he have done beyond providing accommodation to the passenger concerned and issuing boarding passes then and there? What if the passenger was held up in unusually heavy traffic and missed the flight? I think it would be appropriate for the airlines to disclose it upfront that they overbook flight and issue boarding passes in the order in which the passengers report at the counter; and advise passengers to reach the airport well in time.
Wish u face the same one day while going for something very urgent. Would request you to remember ur comment here then & be calm
@@roy3214 no point fighting with an airline employee when this is a legally allowed industry practice followed by all airlines.........the customer was angry because he wasn't aware......partly his fault (his ignorance) and party airlines fault (but then again no airline tells this, people know about overbooking through their general awareness or through hard way like this incident)
I'm his fan. What a professional man
@@roy3214 bhai kyun aayega ho yt apni bewakoofi phailane
@@roy3214 you’re the dumbest mf I’ve ever seen Jesus. Its not the person who’s responsible for the company overselling. ITS THE COMPANY THATS RESPONSIBLE
According to me the customer was very rude and over smart, and the air india employee was very good, calm, polite and professional.
True
He was calm because he was guilty. What if the passenger was in emergency situation? The passenger was loud because he was panicking, & the attendant was cool because it was not his matter.
@@pammi99 yes true
Bhai gussa sabko ata hsi merko bhi aya but gusse se kisi ka faida nahi hota me bhi 13 hours bad unki dusri flight se gya
The employee was polite. That is his job. He wasnt doing the customer a favor. The customer has every right to be pissed off. Typical of these Indian carriers. Instead of talking like an IDIOT put yourself in the customers shoes. The staffer has been trained to mouth this kind of garbage. The customer is inconvenienced. No Apologies, NOTHING. TAKE IT OR LEAVE IT KIND OF ATTITUDE.
Wonderful Employee and explained it in the best possible way
The attendant is a genius! I know it must be frustrating that you'll have to miss your flight even when it isn't your fault, but hats off to Mr. Pawan...
Overbooking is a wrong thing but aadmi ka patience 🙏😂❤️
Achha kiye bhai, ye video upload karke. Respect bhadh gya iss attendant ke liye. Hats off to Sir!!!
Overbooking is doing injustice to the passengers.
Every airline does that
if they don't do that or allowed to do that by law, all of us collectively will end up paying for more expensive airline tickets
@@codelunatic That is acceptable
This is business
Lavde pata hai airline chalaana kitna mehenga hota hai?
The whole purpose of this video didn't seemed like getting a resolution on the issue but to just make a video and highlight, a genuine effort was done by the airline staff to sort the issue
Genuine?? He is saying you can’t board the flight and scheduling it the other morning… that’s bullshit.. train is better
@@12334shubham 😂 bhai 3-4 days lagenge flight mai 1ghante mai Guwahati pohoch jayega next day bhi ticket Mila toh train se pehle hi pochenge. Aur inhone jitna pay Kara utna refund de diya gaya hai.
@@asurawrath1481 aap air hostesses h?
Have you ever been in this situation mr. Monk?
@@12334shubham AAP chumptiye hai?
legends say he is still waiting for other person to say OVER AND OUT
SAY IT LOUD!!! 🗣️🔊🔊📢🔊
😂
This Overbooking helps slashing prices of tickets too. Overbooking are done on the basis of historical statistics on different sectors...
Uncle was right that he bought the tickets but at the same time airline staff honestly admitted and apologized
Only calm and polite Air India Staff I ever seen
Very polite and cool-headed customer service service agent. One of the best I have ever seen. Rude customer. Overbooking is the default across the world and has always been. It is clearly described in the terms and conditions when you buy the ticket. The compensation is well defined in the DGCA rules. If you don't want to be denied boarding, always check-in online in advance. Read the DGCA rules regarding overbooking and know your entitled compensation and ask for it politely. Don't be rude to staff. They are only doing their job.
Exactly👍
Overbooking is just a backup if incase passenger doesnt showup! if we see in airline perspective! planes aren't like cars.. the huge amount of fuel costs for each trip! Better we just arrive airport early rather than shouting on staffs.
Very sad fact is Airbus stopped production of its iconic model A380 cz of same reason happened due to covid.
What a honest employee..
He is revealing Inter process like giving practical trainings to employees.
Customer understood each point but behaving like a layman..
Put yourself into his shoes! He has a connecting flight, and his daughter is alone and waiting for him. He must be feeling helpless too and panicking
Customer is layman. The professionals are duping him.
@@AngyNags sorry he's not the only one that has faced such issues. I've had issues of delays upto 4 or more hours countless amount of times but I don't go around the airport trying to ridicule airline staff just for following Airline SOP's. What can he do about it? If there is an issue then write to the DGCA to make it a worldwide ban on overbooking. But it's not gonna happen as it is a common practice. I will bet you if he would've been in an airport in the States or UK, he would think thrice to pull out his phone and begin recording.
The ending speech was helirous😂😂😂😂😂 -This is the way where the premiere Airlines of India AirIndia one of the largest airlines of India is behaving with their customers and duping them with lot of money overselling by 10-15% and asking them to say 10-12 hrs overnight and arranging them in some other flight. Ok ladies and gentleman this all and out.
What else you expect from a shit of hellhole named India?🤣🤣😂
🤣🤣
I laughed a lot
Like some intro to star🤣🤣
The airline agent is correct, it's legally approved act by govt
So what? If i have a job interview the next morning then should I lose my job just because they decide to overbook the flight? What if I have a connecting flight on a different PNR?
If an airline can make a fortune by overbooking flights, they must be prepared to spend a fortune to ferry passengers who do not agree to board the next flight. I am paying for a certain ticket just because I decide to travel on that specific date and time.
friend, it's very simple, just do web check-in!!!
@@amishagarwal3151 You have an option of web-checkin, you have an option to reach the airport early and get yourself checked in. If you have an interview, I am sure you will be willing to do at least that much. I have known this since I was in school. Airlines do this just so that they can make up for no-shows. That's why you either use web-checkin or arrive at the airport early, always.
@@aranyadutta1784 no shows leads to a non-refund , and fully refundable tickets are expensive and they are already insured by charging exorbidantly fully refundable fares too. I guess they have made up for no-shows. As far as reaching early is concerned, as a passenger I am ready , but then they have to mention at the time of booking that seat appointment is on first come first serve basis, and should also mention that passengers should reach earlier than stated time for check-in to gurantee a seat reservation. Not every passenger knows about these money-makimg antics of airlines.
@@amishagarwal3151 you need to be more prepared. Don't argue about something you do not understand. Air travel requires preparation. It's not a bus.
Uncle ji , aapki baat Govt ko dil par lag gai ..Air india band ho gai 😄
the staff handled the situation really well..
Salute to the attendent. Most customers are aware of overbooked flight policies of the airlines and still they become demanding.
Aman no excess booking, understand calculation
U purchased tkt 2 month back in 12000 and instant someone give 25000 then definable they will go with 25000, overbooked is not legal possible even system not permit,
Airlines staff absolutely right.
This is the customer service.
Kudos to the customer service executive. He was really trying to find best possible resolution on this at that point in time. Lot of airlines deny plainly accommodating passengers into next available flight.
Towards the end, the passenger starts talking in the tone of a TV reporter 🤣
Whatever he said was the truth. He's not the one deciding to overbook. He is the one who has to break the news to the passengers. He has no choice. And he did it like a professional even though you pulled a camera on his face like a hooligan. Respect for this attendant.
Unfortunately that’s how airlines works, if you wanted to travel for sure be early to the airport
Only in shit hole named india
What if everybody comes early -
This is not the solution it's totally based on ur 🤞luck
Sometimes customer also needs to coordinate, he was so politely giving the solutions
So what? If i have a job interview the next morning then should I lose my job just because they decide to overbook the flight? What if I have a connecting flight on a different PNR?
If an airline can make a fortune by overbooking flights, they must be prepared to spend a fortune to ferry passengers who do not agree to board the next flight. I am paying for a certain ticket just because I decide to travel on that specific date and time.
Very much agree with @amish
@@amishagarwal3151 well I think if you check in super early you won't be the one asked to offload. It is usually people who turn up too late or didn't check in online (i.e., have a boarding pass) who find themselves in such a situation.
Consumer court is the best option for such a problem.
Amazing skills he has, i learnt a lot from this video. Thanks for making such a valuable content for people like us who want to make career in service industry
This term is called bumping in Airline field.
😂
The way he is explaining to a rude person,He is a really great guy for a company!
Generally this kind of humble behavior is always missing from Air India staff
Although the passenger is liable for compensation equivalent to 200% of the fare, since the passenger is not getting an alternate flight under 1 hour from scheduled departure, along with a free alternate flight ticket. The attendant didn't inform the passenger that...
Exactly
The agent is brilliant. He calmly educated the passenger, in what ALL airlines do when selling tickets. Is this the passengers first flight?
That's why it's important to arrive much earlier than the flight time.
The babysitting arrangements are not the airline's responsibility: any number of issues could have happened to prevent the passenger from arriving at the airport in good time.
Well done Mr. Pawan, you are a credit to the airline.
What if I wanted to attend a funeral or a job interview? Sure, babysitting is not an excuse, but I am sure a genuine reason like death or a further connection is definitely a concern.
Arriving earlier isn't a solution at all. Person coming 2 hours ago can still loose the flight if other people comes in before. Though a rare case, but there should be some huge reward or compensation for passenger with no urgencies to voluntarily give up their seats in favour of rewards or STOP OVERBOOKING.
He deals very professionally..
I am really sorry, but I must appreciate the airline staff. He kept his cool and was very polite throughout.
Well in usa you are given compensation based on delay on next flight
>30 min -no. Compensation
30>60min -1x compensation
60-120min-2x compensation
Wow
What a rules, Impressive👍over selling tickets
And even taking up the names of other airlines
Ya that's okay... 5 to 10 customers ka kya hi importance hai...
Arre uncle aapka waiting list mey naam hai....
Mr. Pawan Bali, good job, great professionalism.
He is honest to his company as well to the passenger.
Just remember if this happens to you just visit the ministry of aviation and show them their guidelines and u will not only get a confirmed seat in NXT flight but will also get 200% of your fare as a compensation
I never knew the concept of overbooking in airlines... if that is the case how can I ensure I get to sit in the flight... should I come way early to avail the boarding pass ?
Yep
Yes or else airlines go give a compensation which usually ppl love those or else as an advice if you have a free time always opt for denied boarding so that some airlines do give a free ticket. I am en employee of Emirates.. Emirates does that.. You can an alternate flight plus a free ticket valid for a year 🥰🥰
Both person are speaking with great gestures. ♥️
Good work with staff member ♥️💯
Yeh konsa rule ha k 100 seats ha tw 115 ticket sale hoge wo bh booking pa yeh tw un 15 logo k sath ghlat hoga akhir unho ne booking k paise bh dye hoty ha is airline pa action hona chahye ha
Excellent work
He is the man
Knowledge is Power
Air india ka pehla staff dekha jo itna ache se baat Kiya ...he deserve immediate promotion..
He handled the situation perfectly!!..Bravo!
What if there is a death in the family or there is an exam to attend or someone is seriously ill? Will you tell them that we have overbooked the flight?
Well if I am buying a specific ticket, obviously I only intend to reach my destination at that time? Why should I compromise my schedule or an event just because the airline decides to overbrook the flight? Is it justified to miss my exam in another city, just because the airline decides to overbook the flight?
No matter how calm the representative would be, the grieviances of the customer cannot be countered with any sort of compensation.
Very true.. I fully agree... Soft words, compensation, courtesy seems sweet only when ur bump is not over the oven... Exams, connecting flights, ceremony attendance these are really important aspects which can't be ignored in lieu of a sorry from the customer care.. This system is disgusting indeed... Public is judging the uncle for his aggression... Jab khudki gaand fat ti haina,, tab yeh sab mithi batein, sorry, or professionalism raas nahi aati.... That's the reality of life friends
early web checkin
Check in early. Idiot.
Very true. Boss rightly said. Pawan Bali three cheers to you and your team.
Pawan Bali, you are too good man..!! Calm and answering every questions
Staff has handled this situation very well. That’s called professional service when under pressure with a rude customer
You can't say the customer was rude given the situation he was put in. He had his reasons.
Wait ..Why overbooking ?? Cancellation chargers are there right.?
All N Out se to machar b ni marta.. To flight kaise mil jaegi..!
Over-selling? Plus cancellation charges also? Was Air India trying to recover it's 55000 crore debt by robbing passenger's money?
What if that passenger's wife/parents are at ICU & he has no time ?
Its so cringy when people fight at airports. Its futile, you need to check your privilege and you should learn dignity.
Only family guy can understand the situation not like you who does not have any family member who is waiting for you.
1 tip. If this ever happens to you and. The flight has others classes. You can just ask them to transfer you to other class. You can also get the business class or first class😃😃
This was a domestic flight so i dont think they had different section.. Of course if they did.. They most probab will promote you
Esko kehte hai perfect communication skill salute hai sir
Pawan Bali , although it's not fair but your way of handling the issue is great.
This guy has guts to handle any angry passengers. Best customer service 👌👏
This is man is so professional, wow! Galti airline ki hai, this man is not at fault at all. What a show of professionalism!!
“All and out” citizen reporter here.
They overbook based on anticipated cancellation rate as well.
The employee is a gem. He is absolutely right....all airlines do overbook
He said he will give hotel accommodation too
So what? If i have a job interview the next morning then should I lose my job just because they decide to overbook the flight? What if I have a connecting flight on a different PNR?
If an airline can make a fortune by overbooking flights, they must be prepared to spend a fortune to ferry passengers who do not agree to board the next flight. I am paying for a certain ticket just because I decide to travel on that specific date and time.
@@amishagarwal3151 first of all this passenger did not do web check in, next he came very late for check in and about you, if you have a job interview come a day before and check in to a hotel or be early to check in offline, its a job interview or honeymoon, overbooking is also done in indian railways
@@happy12345357 The airline has full rights to deny boarding if the person comes after the 'stipulated time' on the website. But within the stipulated time, they should not deny. As far as coming a day prior is concerned, not everyone has such flexible schedules and budgets. And web-checkin not always works, it is a facility and not a compulsion to be guranteed seating. On some special fares, web check in not possible also, such as senior citizen, army etc. Moreover, Indian railways overbooks and informs it in form of a waitlist, immediately after the booking, not lile airlines straight away denying boarding to paying customers just because they want to earn extra bucks by overbooking.
Yaar is bande ne sach mein professionalism dikhaya....he talked so decently.wat an issue this passenger is making unnecessary making??
The attendant is so calm! ❤️
It's all part of airline revenue management, they overbook to protect themself from demand fluctuations specially due to last minute cancellations, even railway do the same. But their should be a better way that help the customers from the problems caused by this. This guy truely did what he can do.
This is the real behaviour of an airline employee..he is very calm.
*Now TATA again regain it's AIR INDIA Airline back in there TATA group & i am 100% assure that this airline is gonna be the most luxurious, valueable, comfortable & best international airline 🛫company in the world 🇮🇳❤️*
*THE FLYING PALACE*
I was traveling two months ago from delhi to Mumbai the same manager was present and they had delayed the plane by 4 hours
This is a fact. All flights of all airlines are overbooked, because some passengers are no-shows, meaning they either cancel their travel plans or just do not show up. All airlines around the world operate this way, it is not a surprise. Mr. Pawan was extremely professional. He not only accommodated the passenger, but he also educated him, that he need not have done. He was calm throughout. We do not know the passenger’s situation but he was hardly letting Mr. Pawan speak. He still behaved in a much more civilized way than what we have seen in many others videos.
The passenger has a very valid point.
DGCA (Regulator) should not allow airlines to overbook.
Just because this is a practice all around the world does not make it right.
Yes definitely
No other countries follow such stupid policies , only india is doing such moneymaking tricks
Thats why reach early to airport if you are taking flight and it’s urgent to travel on same flight you booked .. late comers will be denied from boarding
They always plays with the emotions of Customers
The airline personnel was honest and fair. He provided overnight accommodation and was going to issue boarding pass for the morning flight. I can appreciate the frustration of the passenger. He could have asked for an upgrade if seats were not available in economy. I fly in Europe and USA all the time. One must make allowance for delay for bad weather or technical problems. Airlines sell 10% more tickets in case of no show. Premium Airlines offer financial compensation in addition to accommodation. Air India being an alliance partner should have done the same. The Air India personnel should be congratulated and his efforts noted for handling so well an irrate passenger.
I traveled from Varanasi to Hyderabad today morning (INDIGO:6E 2815 seat 30E and 6E 2325 seat 4D). I had a rucksack/backpack without lock as my check-in luggage. I didn't keep anything important/expensive knowing the situation. At Hyderabad baggage arrived after 40mins and overtly it was normal. At home I found things missing from the bag. Airline told me if you don't register a complaint at the airport, nothing can be done. My question is...am I supposed to unpack and check my bag at the conveyor belt? Aren't you responsible and accountable for my baggage once I hand it over to you?
he was so polite sir have some courtesy
Yws
Overbooking is entirely legal. In fact, if overbooking were to be made illegal, the price of air travel tickets would likely increase. The executive was totally calm and professional.
The attendant is cool and composed in front of ferocious passenger. Kudos to him
Transparent and professional. This guy did a great job
i am with the airline attendant Pavan, he is making arrangements right now for the next available flight. He is just an operator and would not have any say if all seats are booked. He might not have any vengence against a traveller.
Traveller might have situation but for that they should come early or try to net check-in. But some feel like 'raja' to come last and complaint. Better ask for full refund and see if there is another airline with seats to take it. Airline should be able to do that. The argument was waste of time.
Mujhe bi kuz bataye beading pass return le liya gya
The staff was very polite and honest in explaining the situation, we customers should also understand this, be other centered
What a man.. complete Ice Factory.. not even once he lost his cool.. 😍 completely professional..
Mujhe bhi ek baar roka tha boarding pass lene ke baad ,jb boarding gate Pahucha, kafi request karne ke baad last moment me allow kr diya tha .3 march 2021 delhi to imphal.
Everything the Air India Sats staff was saying is 110% correct. The passenger should understand
Bhai staff is too polite and good handling
Hence it gets really important to check in early when taking a busy route. Airlines overbook to compensate for any last-minute cancellations however, we as passengers should not rely on that and check-in at the earliest.