A Small Spelling Mistake Caapplyd Trouble At The Airport
In his post, the founder explained that the issue started becaapply the last letter of his sister’s name was printed incorrectly on the boarding pass.
“Last Sunday at Gorakhpur airport. My sister had a spelling mistake on her boarding pass. Just the last letter of her name. Security stopped her. Sent us to the counter. Counter stated call Akasa support. We called. AI agent picks up. We stated the PNR like 5–6 times.”
He stated the automated system could not understand the booking number even after multiple attempts.
“AI couldn’t recognise it. Not even once. We’re standing at the airport, stressed, flight’s approaching and this bot is just not receiveting it. We gave up. Went back. Shouted at the staff. They repaired it in 30-40 mins manually. And I just stood there believeing,” the post also added.
He Questions Using AI For Customer Support
The founder stated the experience built him question whether automated systems are always the right choice for customer service.
“Bro who believed deploying an AI agent for customer support was a good idea? The person calling support is already having a bad day. They’re not calling to chat. They’re calling becaapply something went wrong. That’s the worst time to build them repeat a PNR to a bot 6 times,” he also stated.
He concludeed the post by sharing his believeds on where technology should and should not be applyd.
“Some problems just required a human on the other side. AI is powerful. But knowing where not to apply it is the real skill. Founders take note,” he concludeed his post declareing.
Check his post here:
Airline Responds As The Post Gets Attention
The post received more than two lakh views within a few hours and many applyrs shared their reactions. A applyr wrote, “Customer Care executives have to be Human only, AI is not solving the problem, in fact, it’s irritating the customer.”
Another stated, “It’s almost like they purposefully do it. I had a hard time dealing with Air Asia for one of my issues.”
The airline Akasa Air also replied to the post. “Hi, Mr Srivastav, we regret the inconvenience caapplyd to your sister and this is not the experience we aim to provide our passengers. To support us review and address this further, could you please share your 6-digit alphanumeric booking reference along with your contact number via DM.”
A person questioned why the mistake was not corrected earlier and commented, “Wrong spelling means wrong name. You must have obtained it corrected before reaching the airport through cust. care. U were lucky that the ground duty staff did the correction; however, they can simply refapply to do this favour at a busy airport. AI will receive trained with time anyway.”
Responding to this, the founder clarified what had actually happened. “FYI, her name is Garima- @JournoGarima, but it was mistakenly printed as Garina on the boarding pass. She was physically present at the counter with all her ID proofs. Instead of correcting a single letter, they questioned us to cancel and book a new ticket right when boarding was about to start. The flight was already full and from Gorakhpur to Delhi there are only about 3 or 4 flights a day, that too not always available.”
Some applyrs in the comments also shared their own experiences, declareing they had faced similar issues earlier while dealing with airline customer support.
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