by Manori neelika
The problem was with Sri Lankan ground staff checking people in -- for both Jet Airways and Sri Lankan Air. They are absolutely incompetent and not trained for professionalism. There were many lines open, and yet, when they experienced a problem with a code-share with a flight to Oman, many continued to be busy flipping newly straightened hair and flirting with each other. They didn't make an announcement and ask all those passengers to come together, find a solution for them. Instead, each agent that encountered a passenger on this flight kept making phone calls, and at times, remained on the phone for over 20 mins (I was looking at the time). This meant that enormous queues. Those of us on the SLAirways flight to Mumbai were getting nervous standing in line--we had been waiting in the queue for over an hour, yet not yet checked in! I asked someone; they said "Wait." Then a SLAir staff member came by and announced, "Passengers on flight....to Mumbai, etc." I quickly said, "Please! I am on that flight, and these lines are not moving! Can I please check in?!" She said, "Oh you are next in line. Wait here." So. That is what I did. The passenger ahead of me was one of the people with the codeshare problem. The agent -- and two other nearby agents -- were trying to deal with it. Then another agent repeated, "Passengers to Mumbai?" I ran over. He said, "Madam, we are checking in another person first. Wait please." Literally two minutes later, he said, "Madam, very sorry but...we cannot check you in." They had closed the check-in process for the flight. Everyone was very apologetic, but besides idiotic, repetitive "I'm very sorry Madam," no one could tell me why they didn't follow simple procedures that every other airport does--have counters earmarked for individual flights, and...call on passengers whose flights are close to departing, so that they can get chicken in quickly. I was there standing in lineTWO hours, and it is certainly not my fault that I could not get on board this flight. They rebooked me on a Jet Air flight FOUR hours later, that got me in past midnight in Mumbai. The concessions they offered were those annoying and repetitive "I'm sorry Madams" (until I finally said, "Unless there is an actual solution or reason you can give--not excuses--for why you couldn't follow simple, efficient procedures that every other airport does, please do not keep repeating you are sorry. It does not resolve anything. The offer of a juice and sandwich, and the offer to use your lounge...I don't care about the lounge. I needed to get to a meeting in Mumbai, and this incredible inconvenience was ENTIRELY avoidable." SO: Yatra. Please have a real and actual meeting with Sri Lankan airport officials and their ground staff. They are all exceedingly sweet and nice. But not trained for efficiency and professionalism. Yeah, and I took photographs and video of all of them in "action" so there's proof.
Professor Manori Neelika Jayawardane
"Would you recommend this to others" -