Shock News Story

I had to giggle when I saw this story on the front page of Sunday Times of India:

Teething troubles dog Bengaluru airport

Surely not.

BA = Bloody Appalling

So, BA just posted a 45% rise in profits.  BA b oss Willie Walsh is happy, of course, but decided NOT to take an annual bonus because of the recent Terminal Fiasco, sorry, opening of Terminal Five.  I'm sure that that reputed $1.4 million dollars will be put to better use paying just a few of the people who've claimed insurance directly from BA for delayed baggage.  I for one benefited to the tune of $500 (and contrary to what I wrote earlier, it WAS for the full amount).  The full financial effects of T5 will not be felt until next year given that it opened to close to the end of the fiscal year, so watch this space.  In the meantime, I find it unbelievable that BA is suggesting they may have to put up flight prices in response to surging fuel costs.  In an environment where most people would currently rather fly Baghdad Airways than British Airways, one would think they would use their marketing savvy to rebuild customer loyalty and entice nay-sayers back into the fold with cheaper fares.  I for one will still fly BA for convenience of a direct flight to the UK, but am still in my heart of hearts a Virgin.  Virgin Atlantic.  Nothing beats the purple and red decadence and sheer fun of Richard Branson's Upper Class experience; the hanging chair in the old Heathrow lounge; the sausage sandwiches and unlimited champagne; and a free fake tan and a manicure before even getting on the plane.  BA are fun-suckers on the ground, in-flight, and at baggage (what baggage?) reclaim.  And soon we will have to pay more for it.  Bloody Appalling!

Faster than my speeding baggage....

I got an email last night from BA settling my claim for compensation - WOW - that was quicker than it took for my bag to get to me!  Of course, it was not for the full amount I claimed for, despite being quite conservative and NOT buying the $300 jeans or the winter coat or the boots... I guess the proof will be how long the check takes to get to me.  Let's hope they use Royal Mail vs. Air Mail...

Bags of Fun with BA

I have restrained from posting for the last five days in an effort to keep calm and relaxed but enough is enough. BA - YOU SUCK! I flew business class from Bangalore via Heathrow's Terminal 5 to Manchester on Monday and STILL I have no luggage... My flight from Bangalore was more than two hours late, leaving my connection time between T4 and T5 less than an hour, which involved lots of puffing, panting, running, and bus travel, with thankfully the Manchester connection being slightly delayed. On arrival at Manchester, wearing a long sleeved t-shirt, cargo pants, uggs, and a hoodie, I was paged and told my bag wasn't there, but would be coming on the next flight in the morning. As I drove over to Leeds in my rental car, I encountered a snow storm on top of the pennines and the temperature dropped to 2 degrees centigrade, that's about 28 degrees less than my home climate of Bangalore!!! Clearly my clothes would not be up to these temperatures, although thank god I had the foresight to wear Uggs not flip flops!

The next day came and went, and a few calls to BA ascertained that no-one knew where it was - Manchester or Heathrow, and messages were being unanswered at each airport... great. Day three, same old story... I spoke to some urchin who told me that I could claim for basic things I needed, like jeans and a couple of t-shirts. I asked him, "Do I sound like a jeans and t-shirt girl??" He conceded no. Which is actually bullshit as I have the largest jeans collection in South Asia (currently standing at 17 including the two in my missing luggage...) But I am 6 foot tall and a size 9 foot (UK) - getting anything to fit me is a nightmare here. We did manage to find an outfit in good old M&S to wear for my mum's birthday dinner, but I had to couple it with a pair of Geox sneaker shoes that I left here one time before. Classy. But wait, on checking on the BA site, my bag had been found! And it claimed it had been delivered, same day, by courier, Express Baggage. Of course it hadn't, so another call or two to BA and we discovered that it was indeed with the courier but could take 2 to 7 days to be delivered. They have a backlog, apparently....

So, day four, we headed off to Gap and Harvey Nichols. I found some fabulous jeans for $350, but they didn't have my size, and the sizes in Gap are different to the US, but I managed to find one pair that fit, for about $100. I am excited to have an alternative to my cargo pants now! Many more calls to BA and I am now on day five (having been told earlier in the week that a couple of days was nothing, some people had waited MUCH longer - LIKE I CARE!!!) I placed a call this morning, the bag is with the courier, 'just wait' was the instruction from the lifeless BA rep. Wait for what??? 'Buy some basics,' she said, ''and wait.' I am heading to Spain a week from today - my uggs and cargo pants won't be the basics I need there... I see more shopping on my horizon today!

The BA reps I am speaking to have clearly had enough, sound lack lustre and are not equipped with the basic information that a consumer may want to know, i.e., how much can I claim for? There doesn't appear to be a limit; use your reasonable judgement. Well, half the clothes in my case are from Ghost - wouldn't it be reasonable to go and buy a couple of pieces from there? $200 for a pair of pants and $100 for a top. My shoes are from Donald J. Pliner - $250 - not available in England, but I'm sure there's something as expensive here. And my make up and toiletries (as I obviously couldn't carry them on the plane...) you've got $200 right there, easily.

So, while I 'wait' as advised for my bag to turn up, I keep buying 'essentials' like M&S undies and Boots toiletries. And while this is painful, I know it pales in comparison to the pain that will be coming when I have to claim for these 'basic items' from BA. If it's taking more than a week to get luggage handled - and that's supposedly their core competency as a business - how long will it take to process an insurance claim??? If I'm still blogging in 2010 I'm sure I will be able to share it with you...

Size Matters

It has taken me two years+ to realize that I'm a 110 percenter living in an 80 percent country.  My cravings for symmetry, accuracy, timeliness, and thoroughness are never going to be met here, so as my husband would say, 'get over it!'  I am trying.  Recently my craving for 110 percent actually got me more than I bargained for with a - with hindsight - hilarious view of the Indian perspective.  I ordered, from my lovely man at Perfect Computers (in name only, as he once told me...), a pack of A3 Epson Matte Archival Photo Paper.  It took a few weeks, but eventually it came, and I handed over my $75 and was on my way.  It was only when I got home that I realized that the paper was 'Super' A3, not just A3, which is a whole lot bigger than I had bargained for.  I called the store, they suggested I speak to Epson.  The conversation went something like this:

Epson:  "I hear you have some doubts about the paper."

Me:  "Yes, it's the wrong size."

Epson:  "What are your doubts?"

Me:  "I doubt it will fit in my A3 size printer."

Epson:  "Most people in India accept this size."

Me:  "Most people in India must have an A3+ printer then."

Epson:  "So, what are your doubts?"

This went on for a while, and included email exchanges where I sent him the definitions and sizes of A3 and Super A3/A+, until he concluded that he couldn't get the right size here, would refund the store, and I could get my money back.

Fast forward two weeks post-op and my call to Perfect Computers who agreed to refund my money, even offering to come to my apartment and collect the paper there.  As I was passing by there, I decided to do it in person.  Of course, I am looking for 110 percent, or in this case, just 100 percent of my money.  But, in typical Indian style, EVERYTHING is a negotiation, and EVERYTHING should only be done at 80%, so here goes:

Me:  "Here's the paper, I'd like my 2,995 Rupees back please as we discussed."

PC:  "Let me show you some other paper, I will give you a sample to try."  (Shows me some crappy stuff).

Me:  "It's not matte and it's not archival, so no thanks, just give me the 2,995 Rupees please."

PC:  "Is there something else you'd like in the store?"

Me:  "No thanks, I just spent 8,000 Rupees on ink from you so don't need anything for a while, just the 2,995 Rupees please."

PC:  "Well, as you bought this last month, I have closed the books and sent off the bills, so it's a problem."

Me:  "Not my problem, in fact, I never got a bill/receipt for this, so you can just give me the 2,995 Rupees please."

(Repeat this discussion twice...)

PC:  "Ok, I'll give you the cash, I just need to take off 4% tax." (fiddles with calculator)

Me:  "Er, no.  You normally ADD tax to the amount I pay, so if anything you give me more back.  Please just give me the 2,995 Rupees."

(Repeat this discussion again...)

Me:  "Here is 5 Rupees, please give me 3,000."

PC:  "Here you go.... 3,000 Rupees."

I'm not sure if there's a moral to this story other than - everything is a negotiation and you should expect that.  And stick your ground.  Size DOES matter, whether it's the size of paper, the amount of your refund, or the amount of time it takes to reach a satisfactory conclusion.  While we may only be arguing about a few dollars, to me, it's the principle of the matter and the fact that as a 'foreigner' here you never know whether the 'opposition' is trying it on because you're white OR simply because they have a livelihood to maintain.  Either way, if you have the time or the inclination to negotiate, you can have some moments that on reflection are 100% funny!

Fraud!

So, while laying in my hospital bed, some unscrupulous internet travel company from Italy that I have never used nor heard of stole around $700 from my checking account!  That's just what you need to come home to.  And the process of getting it back is as painful as surgery.  It all started when I looked at our online statement on Friday and realized that there was a chunk of money missing, but the itemized posting hadn't appeared yet so I called up the bank.  They told me the amount and company, even giving me a phone number, but said they couldn't do anything about it until it had 'posted' onto the account - why didn't I call them?  We actually tried the number - doesn't exist - but I didn't feel it my job to call them, given I hadn't even heard of them!  And how weird not to be able to do anything - basically, let them take the money first, without stopping them, then get it back.  Cart before horse?  They then went onto tell me that the card number used was one that isn't even in our possession.  Nor have we ever met.  So they closed the card.  The weekend passed and on Tuesday, I called again.  Did it post?  No.  Could I stop it posting?  No.  After 45 minutes on the phone, we figured out that the guy we're talking to is literally 10 minutes down the road from us here in India.  I asked if he could just pop around and give me the money.  He declined.  He did recommend that once I was reimbursed, I should take all the money out of the account, close it, and reopen another.  I told him that after three rounds of fraud in two years, I was ready to take all the money out and just close it.  Finally, on Wednesday, five days after me first spotting it, the fraudsters took all my money - and more - and it posted on the account.  I called again.  I was told many contrary things - the card was just issued to me, no it wasn't, yes it was, oh no, in 2001, then in 2005.  Who knows why.  Then I was told I should have been sent straight to fraud on the Friday, and I wasn't.  Who knows why.  I shouldn't have been told to call the merchant, but I was.  Who knows why.  So, as we sit here, I am waiting to be credited for nearly $700 so I can go and take it all out of the bank for good.  I'm sure they won't miss me but the fraudsters who have plagued us probably will!

A is for Appendix...

So, today I had my stitches removed. All seven of them spread across three tiny cuts. Very neat. So as the physical pain subsides, the mental pain of our healthcare claim begins. For those NOT familiar with the US system, you have a kind of healthcare insurance that you pay monthly but there are so many rules: you have to visit a doctor within their network, or pay a lot more to go 'out of network,' which obviously we do as we are VERY out of network; you have to get 'precertified' before you can have a procedure, which means getting an approval code from them, even if it's an emergency, and that can be tricky in another time zone; and there are code numbers for EVERYTHING which, without, it becomes tricky to claim. So, last night, we bit the bullet and called up to get our post-op pre-approval and while the customer service people were lovely, if their questions are anything to go by, we could be in for a loooong claim process:

Them: "What was wrong with you?"

Me: "I had acute appendicitis."

Them: "How do you spell that. I'm not a medical person."

Me: " A P P E N D I C I T I S."

Them: "What happened?"

Me: "I had it removed."

Them: "What's that called? Wait a minute while I consult a nurse...."

Me: "Appendectomy."

Them: "How do you spell that? I'm not a medical person...."

Me: "A IS FOR AAARRRGGGGH...."

Service Overload

Anyone who's ever been to India will know that the service levels here vary wildly - there's over attentive in any store you walk in, to the point that the assistant is a hair's breadth behind you and it becomes a game to swing round quickly and stare them right in the face, asking them 'what do they want.'  And then there's the service you really need, like when something's broken at home, needs replacing or refilling, then usually, there's no-one to be seen for hours.  Days.  Weeks.  Hospital in-patient service here is like the former, although they can't actually get into bed with you, the staff spends as much time as possible in your room, through waking and sleeping hours.  Now, this is probably a good thing, I hear you say, given that the health service in supposed fully-developed countries is crumbling and people are dying versus receiving life-saving operations.  I agree wholeheartedly.  The healthcare here has been second to none.  From the ER to admission to OR and discharge, everything went smoothly and quickly - both words not characteristically associated with India.  However, the line has to be drawn somewhere.  And I draw it at the 5:15am bucket bath.  As I lay helplessly hooked up to the IV the first day post-op, the over-zealous nurse arrived around 5:15am to change the drip and inquired, "would you like your bath now?"  NOW?  It's not even dawn!  Why would I want to bathe pre-dawn?  With a stranger?  Don't answer that.  I said no, later.  "6am?"  WHY??  My negotiating instinct kicked in - yes, even at that time.  I would bathe at 6am in exchange for a cup of tea.  "No, not until doctor has done his rounds."  What time is that?  "9am."  Well, I figure I'll bathe at 9am then too.  That didn't go down well.  I think we settled at a time around 6:30am.  And no tea was forthcoming for another 24 hours.  The next day was different.  Nurse arrived at 6am and I feigned sleep.  A deep sleep.  Complete with eye mask and a little snoring.  The nurses were very similar to the stewardesses on planes who will wake you out of a near coma to offer you some tasteless snacks and a cup of tea.  Or, as I experienced on a BA flight to Heathrow, the first-time flyer next to you who wakes you to tell you they are bringing tea around.  Or some headphones.  Or a menu.  Or a snack.  Or a visa form.  It might be a treat for you, lady, but the last thing I need is waking up every time a stewardess comes around on an 11 hour flight!  Anyway, as I say, I got away with the early bath on day two.  And bathed myself, with a little help from hubby, at a more reasonable hour of 8am.  Aside from the enforced early baths, the service was second to none and I doubt that I would have received better care anywhere else in the world.  And all for the bargain price of $4,000.  You wouldn't even get the bath for that in the US!

AOL... Rhymes with HELL!

Ok, so I would consider this more of a rant than a posting, or even a cry for help; either way, after two hours on the phone last night to AOL I feel like doing both the afore mentioned, as well as chugging a whole bottle of wine. I feel I have inflicted this pain on myself, but a few weeks ago I decided to route my personal email at my personal domain through AOL and their "My Eaddress" system. It's really simple, just bring your domain name to the "My Eaddress" site, then add your email address, change the settings on your domain, and BINGO, your email can be picked up on the AOL site. It all started out well, but was never 100%, so I decided to cut out the middle man and just pick up my emails at my domain server. THAT's where it all went horribly wrong... I have no idea how many emails are reaching me or not, but the ones from my husband and mom keep getting bounce backs from, of all places, the AOL postmaster.... And to boot, I cannot email my personal domain email from my real AOL screen name, as it is treating it as an AOL screen name, and says it's not recognized (that's correct, as I've stopped routing it through there). Long story medium length, I cannot delete the screen name from AOL, have no idea why some emails come straight to my domain perfectly while others take the AOL route. After three days of trying to find the right telephone number that could bypass the ridiculous recorded message 'help' at AOL, I spent two hours last night in a loop of hell talking to all manner of people, each of whom referred me to another division, who then referred me back to where I began, where I can quite honestly say I lost the plot! My favourite quotes in all of this were a tech guy who told me that waiting 10 minutes to get through to him was nothing; he's spent hours waiting to get through to other customer service hotlines! And the woman in customer service, who couldn't even find the "My Eaddress" service I was referring to, despite it being a much-heralded AOL offering! Hilarious (after the fact...) All (I think) I want them to do is delete all reference to my domain name from their system, and delete the 'screen name' which is not a screen name, but is my own personal email. So, where I am now, other than in interminable email hell? They figured out how to file a complaint, gave me a reference number, and told me to wait 24-72 hours... We will see! If anyone has a glimmer of insight into all of this, or just wants to rant along the same lines, please do post a comment. They cannot be any more UNhelpful than the help desk staff I encountered last night!!!