As I follow fellow entrepreneurs, blogs, twitter, vcs, angel investors, etc, there is a general reverence and veneration towards the spirit of entrepreneurship. Yes, it takes guts to leave the jaws of comfort & start something of your own. It takes tenacity and willingness to adapt, to be successful. While the investing community has good reasons and have created several forums to incubate and to egg on, those that take this step, I wonder why there is such a barrier to taking risks for a proportional reward.
Especially when entrepreneurship is in our blood and habit, until recently. For a minute, if you think back about what we have learned in our history lessons, we know man has evolved as a hunter and gatherer. Which means, there wasn't always the guarantee of a square meal or dessert. Over time, we have created societies, settlements, cordoned off plots, perfected agri practices to ensure a reasonable guarantee of food, safety and comfort. Even till recently, the main occupation of many was indeed agriculture. While man has gone on a quest for assurance of comfort by honing best practices, the promise of safety & comfort in the last century (in developed economies) has likely veered us off what we know best - to take risks and be rewarded accordingly. If Darwin is to be believed (despite what he said being applicable to survival of the fittest species), those that will remain are indeed those that can adapted, take risks & fight to survive.
As we look at the world economies, while we look at developed economies such as the US, there certainly seems to be a natural attraction towards jobs that provide the promised of comfort. Whereas, In the Asian countries, the huge population density has imbibed in it a sense of hustle that is just plain visible. You can see it in the railway station queuing up to buy tickets or at the local bank waiting your turn for a transaction. You will see people trying to cut the lines, get to the counter, edge in front of you with the elbow & what not - What the western world would see and curse as disorganization, is really truly a sense and deep seated habit of hustling. No one terms it that. But, if you closely look at the hunger in these markets, you will see the desire to succeed coupled with the recognition that only hustling will deliver a competitive advantage, behind every effort. The resigned & plentiful drop off like dead flies at the first sign of adversity. Be it getting a ticket on the train, the food ahead of others in the counter or securing business for their company.
That and the fact that, these economies have a decade's experience in solving global problems gives them confidence that they can create solutions that will solve problems locally while creating value on global scales. While I may be over optimistic in Asia dominating the thinking in the next few decades & discarding the other factors that weigh in favorably for the west, I can see India turning in to an Innovation hub, while china is gearing to produce a dozen new wal-marts. It's going to be an interesting decade. Meanwhile, prepare to hustle or be hustled.
Thursday, December 30, 2010
Sunday, November 28, 2010
Bangalore food street
[caption id="attachment_149" align="alignleft" width="300" caption="Food Street, Bangalore"]
[/caption]
I visited the "food street" in my childhood when I stayed with my Aunt & Uncle in Basavangudi near Lal Bagh in Bangalore. They were foodies too, like almost all bangalorians and had taken me there in a one late night jaunt. The street was famous for opening shop at 11 PM & going on till the early hours of the AM. Some things have changed or my memory doesn't serve me right - now, you can find a good variety of things there, fresh, made to order & relatively very less expensive.
With my new found freedom, in the form of Vishwa's bike and google maps on the iphone, Charan & I decided to
[caption id="" align="alignright" width="298" caption="VB Bakery location"]
[/caption]
venture to this almost mythical place that I have been raving about. Charan learned from friends that the "food street" does exist in Bangalore and is in V V Puram. We searched on google & found out about VB Bakery and its fame for freshly baked goods. VB Bakery is right at one end of food street - folks in Basavangudi will point you there with a smile, knowing you are new & wishing the bliss of eating here. We parked our bike in front of VB Bakery. By the way, the google maps service was incredible & guided us well - despite many roundabouts being a bit confusing.
[caption id="attachment_148" align="alignleft" width="300" caption="Simla Mirchi Bajji"]
[/caption]
We arrived at the place by about 6:45 PM. The place was just beginning to stir - there was a gentle crowd in front of the shops. We walked up & down the now very small stretch (my memory was of a mile of shops lining both sides of the road serving hot freshly cooked food). We decided we were going to start with the simla mirchi (green peppers) bajjis at the other end of the road. The entire pepper is battered & fried just right - the man cuts it in to quarters - garnishes it with onions, carrots & some lime - taste suggests bliss!!
[caption id="attachment_150" align="alignright" width="300" caption="Akki Roti"]
[/caption]
I then wanted to try an akki roti - the process of making the roti & frying it was far more fascinating than the end product itself. The chutneys were spicy enough to churn my stomach, but not stop the mouth from consuming them - the highlight of this dish were the two chutneys on the side.
We decided to try something north indian - the paratha stall was being manned by two kids, one of who was beginning to expertly make fulka chappathis. We weren't sure if we should trust kids with our gastronomical pleasures and decided to move on. We moved away from the standard chat stalls, gobi manchurian stall etc. We went to another man who was serving kachoris and got ourself one. Again, the chutneys & the mirchis (peppers) stuffed with spices were just fantastic.
[caption id="attachment_152" align="alignleft" width="224" caption="paper roast "]
[/caption]
I then decided it was time to succumb to some dosas - I didn't want a masala dosa & hence, ordered a paper roast. Again, watching the man pour the warmed ghee straight from the packet on to the dosa makes you wonder how fat you are going to get. Charan dissuaded me from adding extra butter. So, the paper roast was done to perfection - however, it turned out that wasn't my favorite after all. I hadn't thought about the consumption process & how unweildy the dosas were going to get. I'd suggest doing the traditional masala dosas in the streets of bangalore.
It's now time to taste the sweets - jilebi wala, here we come. Unfortunately, we couldn't find one who had rabdi as well - however, there was another store that sold rabdi - so, we did the jilebi & rabdi bit. We then, got a masala pepsi in a store at the other end which claimed it sold "Butter Gulkand". I must tell you, having had these "masala pepsi" drinks before, I am not a big fan of these!! however, this one was absolutely fantastic!! we quickly gulped that down!! got a parcel of the gulkand, which comes with a small fruit salad as well - the gulkand turned out to be very very very good, with real rose petals & what definitely tasted like honey!!
We walked back, picked up some "dum root halwa", which is unbelievably heavenly and some khara biscuits in conclusion of our extravaganza and biked back home really quickly. Total damage to packet was Rs. 205!! (approx USD 5). This is cheap, even by Bangalore standards - we will absolutely return to Food Street - despite how small it has become!!
[/caption]I visited the "food street" in my childhood when I stayed with my Aunt & Uncle in Basavangudi near Lal Bagh in Bangalore. They were foodies too, like almost all bangalorians and had taken me there in a one late night jaunt. The street was famous for opening shop at 11 PM & going on till the early hours of the AM. Some things have changed or my memory doesn't serve me right - now, you can find a good variety of things there, fresh, made to order & relatively very less expensive.
With my new found freedom, in the form of Vishwa's bike and google maps on the iphone, Charan & I decided to
[caption id="" align="alignright" width="298" caption="VB Bakery location"]
[/caption]venture to this almost mythical place that I have been raving about. Charan learned from friends that the "food street" does exist in Bangalore and is in V V Puram. We searched on google & found out about VB Bakery and its fame for freshly baked goods. VB Bakery is right at one end of food street - folks in Basavangudi will point you there with a smile, knowing you are new & wishing the bliss of eating here. We parked our bike in front of VB Bakery. By the way, the google maps service was incredible & guided us well - despite many roundabouts being a bit confusing.
[caption id="attachment_148" align="alignleft" width="300" caption="Simla Mirchi Bajji"]
[/caption]We arrived at the place by about 6:45 PM. The place was just beginning to stir - there was a gentle crowd in front of the shops. We walked up & down the now very small stretch (my memory was of a mile of shops lining both sides of the road serving hot freshly cooked food). We decided we were going to start with the simla mirchi (green peppers) bajjis at the other end of the road. The entire pepper is battered & fried just right - the man cuts it in to quarters - garnishes it with onions, carrots & some lime - taste suggests bliss!!
[caption id="attachment_150" align="alignright" width="300" caption="Akki Roti"]
[/caption]I then wanted to try an akki roti - the process of making the roti & frying it was far more fascinating than the end product itself. The chutneys were spicy enough to churn my stomach, but not stop the mouth from consuming them - the highlight of this dish were the two chutneys on the side.
We decided to try something north indian - the paratha stall was being manned by two kids, one of who was beginning to expertly make fulka chappathis. We weren't sure if we should trust kids with our gastronomical pleasures and decided to move on. We moved away from the standard chat stalls, gobi manchurian stall etc. We went to another man who was serving kachoris and got ourself one. Again, the chutneys & the mirchis (peppers) stuffed with spices were just fantastic.
[caption id="attachment_152" align="alignleft" width="224" caption="paper roast "]
[/caption]I then decided it was time to succumb to some dosas - I didn't want a masala dosa & hence, ordered a paper roast. Again, watching the man pour the warmed ghee straight from the packet on to the dosa makes you wonder how fat you are going to get. Charan dissuaded me from adding extra butter. So, the paper roast was done to perfection - however, it turned out that wasn't my favorite after all. I hadn't thought about the consumption process & how unweildy the dosas were going to get. I'd suggest doing the traditional masala dosas in the streets of bangalore.
It's now time to taste the sweets - jilebi wala, here we come. Unfortunately, we couldn't find one who had rabdi as well - however, there was another store that sold rabdi - so, we did the jilebi & rabdi bit. We then, got a masala pepsi in a store at the other end which claimed it sold "Butter Gulkand". I must tell you, having had these "masala pepsi" drinks before, I am not a big fan of these!! however, this one was absolutely fantastic!! we quickly gulped that down!! got a parcel of the gulkand, which comes with a small fruit salad as well - the gulkand turned out to be very very very good, with real rose petals & what definitely tasted like honey!!
We walked back, picked up some "dum root halwa", which is unbelievably heavenly and some khara biscuits in conclusion of our extravaganza and biked back home really quickly. Total damage to packet was Rs. 205!! (approx USD 5). This is cheap, even by Bangalore standards - we will absolutely return to Food Street - despite how small it has become!!
Sunday, November 7, 2010
Day 2 of Hawaii - Big Island!
Hmm.. we landed at Big Island groggy, jet lagged, tired and sleepy at the Hilo airport at 9:00 PM on Day 1... And we had a 4 hour drive to look forward to reach our resort.. And just to make sure we did not have the slightest notion of enjoying the drive, we were warned by the scary-yet-helpful-Avis-lady as to how winding/tricky/teachorous/the roads were... And it was imperative we stay awake since we were unfamiliar to the area/roads.. yup, that's why we needed to stay awake!
The giving soul that I am, I engaged Krishna, the driver, in a conversation hoping to keep him awake long enough to reach our destination alive. Apparently the conversation was far from scintillating since I was apparently giggling, snapping, snoring, babbling, echoing the GPS in various accents and sometimes just staring at him.. whatever!
Anyway, we reached the Outrigger Keauhou Resort close to 1 PM and thought we heard some ocean-y sounds. But priority people.. check-in and sleeeeeeeeeeep.
And we woke up to this.. a glorious, sunny day... perfect for the beach! We headed down to the continental breakfast lounge and filled up on the usual veggie suspects.. pancakes, toast etc. But the fresh fruit is something else! I am a fruit-hater (yes, we exist) but I couldn't stop gorging on the pineapple.
Then, we moved onto a presentation by an "Expedia local expert" who gives us the insider info about the local must-sees. Apparently this presentation happens on most resorts in this area. This is something I would recommend.. they do give you enough gyaan to plan an itinerary. But the emphasis is on signing up on one of their many organized tours.
Anyhoo, our next stop was at the Outrigger beach. Apparently this resort is one of the few on this part of the island which has its own beach. Well... this beach is not of the soft-sandy-clear variety. It is rocky, full of stones and impossible to wade through. But apprently that's what makes it perfect for snorkelling!! There were scores of snorkellers in this really small 30 feet stretch of sand.
Krishna immediately rented some equipment from an extremely drunk and extremely happy man and paddled off to see him some fish. Unable to willingly put my head underwater "to see some fish" I declined and instead chose to gingerly step over rocks, wade in the water and just enjoy the view... Till a turtle emerged on a rock a few feet away from me.. I just stared mesmerized and a little scared. And then, through the super clear waters I saw another turtle and multiple schools of fish. Kish emerged beaming ecstatically from seeing "an entire mini ecosystem underwater". Apparently, I wasn't seeing even 10% of what he's seeing. But I was shivering at this point and we headed back to the resort to embark on our next activity - a culture tour of the resort (C'mon, you know you want to know more...)
This resort resides on a heritage site and so, they have Hawaiian guides from the heritage center offering a 2 hour free culture tour. This includes a leh-making class, offering it with a chant to the Higher Spirit, an explanation of the fish ponds which draws in the first, a first hand experience of the erstwhile Hawaiian Olympics and culminates in the planting of saplings - a gesture to preserve the ecosystem. Interesting, informative and fun when the games were on! :) This resort has a bunch of arts 'n crafts classes on the weekdays - leh making, hula dancing - all free!
Alright, seeing that we skipped lunch, away and onwards to dinner then.. the person at the concierge desk recommended Hilton Waikoloa Village - "It is the adult disneyland of Hawaii... they have indoor gardens filled with exotic plants, birds and animals, dolphin shows, indoor canals with boat tours. I actually made quite a bit of money selling fully grown coconut trees at $1000 apiece to the resort developers... Its not geniune Hawaiian by any means but an entertaining evening for sure. And it has a beach perfect for viewing the sunset".. We were sold!
We were late... Well, I was late! And by the time we were out, the sun was already setting and we were about 30 minutes from the Hilton. But just then, we spied the sign to the Veteran's cemetery/also the landmark to the Kua Bay Beach Park - one of the best beaches ever as per the Expedia guide. We drove in and man, were the sights beautiful... It finally hit us.. we were actually in Hawaii :)
Alright then, off to the Hilton. Ok, first impressions - it is HUGE! They actually have a train inside to transport people through the resort. The resort is extravagant, luxurious and completely artificial. You can get day passes to use the many luxurious pools. You can avail the beach facilities, apparently the beach here is pretty nice, however the parking for the beach fills up really soon. And you can also indulge in shopping, dolphin watching, dine in one of the 7-8 restaurants all within the cosy air conditioned enclaves of the the resort. In other words, you can spend your complete vacation here without setting a foot outside.
Right then.. dinner for us. After consulting with the extremely friendly lady at the concierge we opted for the "kamuela provision company" restaurant. There were no vegetarian options on the menu but we were told that the chef could make some of the options vegetarian on request.
The Verdict:
The giving soul that I am, I engaged Krishna, the driver, in a conversation hoping to keep him awake long enough to reach our destination alive. Apparently the conversation was far from scintillating since I was apparently giggling, snapping, snoring, babbling, echoing the GPS in various accents and sometimes just staring at him.. whatever!
Anyway, we reached the Outrigger Keauhou Resort close to 1 PM and thought we heard some ocean-y sounds. But priority people.. check-in and sleeeeeeeeeeep.
And we woke up to this.. a glorious, sunny day... perfect for the beach! We headed down to the continental breakfast lounge and filled up on the usual veggie suspects.. pancakes, toast etc. But the fresh fruit is something else! I am a fruit-hater (yes, we exist) but I couldn't stop gorging on the pineapple.Then, we moved onto a presentation by an "Expedia local expert" who gives us the insider info about the local must-sees. Apparently this presentation happens on most resorts in this area. This is something I would recommend.. they do give you enough gyaan to plan an itinerary. But the emphasis is on signing up on one of their many organized tours.
Anyhoo, our next stop was at the Outrigger beach. Apparently this resort is one of the few on this part of the island which has its own beach. Well... this beach is not of the soft-sandy-clear variety. It is rocky, full of stones and impossible to wade through. But apprently that's what makes it perfect for snorkelling!! There were scores of snorkellers in this really small 30 feet stretch of sand.
Krishna immediately rented some equipment from an extremely drunk and extremely happy man and paddled off to see him some fish. Unable to willingly put my head underwater "to see some fish" I declined and instead chose to gingerly step over rocks, wade in the water and just enjoy the view... Till a turtle emerged on a rock a few feet away from me.. I just stared mesmerized and a little scared. And then, through the super clear waters I saw another turtle and multiple schools of fish. Kish emerged beaming ecstatically from seeing "an entire mini ecosystem underwater". Apparently, I wasn't seeing even 10% of what he's seeing. But I was shivering at this point and we headed back to the resort to embark on our next activity - a culture tour of the resort (C'mon, you know you want to know more...)
This resort resides on a heritage site and so, they have Hawaiian guides from the heritage center offering a 2 hour free culture tour. This includes a leh-making class, offering it with a chant to the Higher Spirit, an explanation of the fish ponds which draws in the first, a first hand experience of the erstwhile Hawaiian Olympics and culminates in the planting of saplings - a gesture to preserve the ecosystem. Interesting, informative and fun when the games were on! :) This resort has a bunch of arts 'n crafts classes on the weekdays - leh making, hula dancing - all free!
Alright, seeing that we skipped lunch, away and onwards to dinner then.. the person at the concierge desk recommended Hilton Waikoloa Village - "It is the adult disneyland of Hawaii... they have indoor gardens filled with exotic plants, birds and animals, dolphin shows, indoor canals with boat tours. I actually made quite a bit of money selling fully grown coconut trees at $1000 apiece to the resort developers... Its not geniune Hawaiian by any means but an entertaining evening for sure. And it has a beach perfect for viewing the sunset".. We were sold!
We were late... Well, I was late! And by the time we were out, the sun was already setting and we were about 30 minutes from the Hilton. But just then, we spied the sign to the Veteran's cemetery/also the landmark to the Kua Bay Beach Park - one of the best beaches ever as per the Expedia guide. We drove in and man, were the sights beautiful... It finally hit us.. we were actually in Hawaii :)
Alright then, off to the Hilton. Ok, first impressions - it is HUGE! They actually have a train inside to transport people through the resort. The resort is extravagant, luxurious and completely artificial. You can get day passes to use the many luxurious pools. You can avail the beach facilities, apparently the beach here is pretty nice, however the parking for the beach fills up really soon. And you can also indulge in shopping, dolphin watching, dine in one of the 7-8 restaurants all within the cosy air conditioned enclaves of the the resort. In other words, you can spend your complete vacation here without setting a foot outside.
Right then.. dinner for us. After consulting with the extremely friendly lady at the concierge we opted for the "kamuela provision company" restaurant. There were no vegetarian options on the menu but we were told that the chef could make some of the options vegetarian on request.
The Verdict:
- Setting is just spectacular, its right by the ocean and its super romantic with all the candlelit tables. Just aaaahhhhhh!
- Food was extremely passable - our pesto was made of sweet potato, too sweet for our palates. Onion rings were greasy and lukewarm. Don't remember the other order.
- Service - I want to say good. But he did forget to make my pesto vegetarian and I realized the mistake only after a couple of bites. But he was extremely apologetic and offered us free dessert which we declined.
All in all, a very pleasant, relaxed dinner to cap off a great day. Can't wait for tomorrow!
** Umm.. if this post sounds girly, its coz Krishna's wife as a guest writer (ahem!) has posted this **
Saturday, November 6, 2010
Element fresh - Shanghai
Element fresh (http://www.elementfresh.com) is an expat friendly place in multiple locations in the major centres of Shanghai (Super Brand Mall, Jinqiao, Xujiahui, Nanjing Road etc) which features a set of continental cuisine and also some "asian sets" for the weary traveler. The food quality is great with very friendly service in English and Chines. Their fresh juices and smoothies are fantastic.
They do have a few vegetarian options - my favorite are the "egg plant sandwich" featured below as well as their vietnamese shrimp noodles (without the shrimp & replaced with tofu) with extra crispy fried onions and peanuts - ask for their spicy chinese sauce on the side as well. The eggplant sandwich has melted cheese, which tastes excellent in the fresh tasting bread - only downside is that they don't offer fries (element fresh, right?)
The pumpkin soup there is vegetarian - you can ask for that in the asian set as well; their side salads are sumptuous and not just filled with the random lettuce leaves (I ask for their blue ginger vinaigrette as the dressing). Their pasta is reasonably tasty - nothing to write home about.
All in all, Element fresh is an excellent western comfort food alternative with some veggie options.
They do have a few vegetarian options - my favorite are the "egg plant sandwich" featured below as well as their vietnamese shrimp noodles (without the shrimp & replaced with tofu) with extra crispy fried onions and peanuts - ask for their spicy chinese sauce on the side as well. The eggplant sandwich has melted cheese, which tastes excellent in the fresh tasting bread - only downside is that they don't offer fries (element fresh, right?)
The pumpkin soup there is vegetarian - you can ask for that in the asian set as well; their side salads are sumptuous and not just filled with the random lettuce leaves (I ask for their blue ginger vinaigrette as the dressing). Their pasta is reasonably tasty - nothing to write home about.
All in all, Element fresh is an excellent western comfort food alternative with some veggie options.
Thursday, November 4, 2010
Slice Deli - Shanghai
Slice Deli is an upscale expat focused place, one of the two locations of which is near the Biyun road Carrefour store and right next to the expat school playground in Pudong Shanghai. Location & menus are at: http://www.slice-deli.com/locations_en.htm
The sterile ambience is sort of inviting - the food is reasonably tasty and of shanghai price - meaning, this will likely be equivalent to what you'd pay in a nice restaurant in the states or the UK -
While vegetarian fare is limited, the options presented are indeed decent - the 12" pizzas are sumptuous (recommend not trying the pumpkin pizza, despite how exotic as it sounds).
The vegetarian panini sandwich featured below, tastes exactly like it looks - excellent. So, all in all, it works out - they have a little store that sells stuff there as well that you can take back with you.
The sterile ambience is sort of inviting - the food is reasonably tasty and of shanghai price - meaning, this will likely be equivalent to what you'd pay in a nice restaurant in the states or the UK -
While vegetarian fare is limited, the options presented are indeed decent - the 12" pizzas are sumptuous (recommend not trying the pumpkin pizza, despite how exotic as it sounds).
The vegetarian panini sandwich featured below, tastes exactly like it looks - excellent. So, all in all, it works out - they have a little store that sells stuff there as well that you can take back with you.
Monday, November 1, 2010
Customer Service 101 Mr. Mallya - Kingfisher ain't 5 star yet!!
Now then, I am not one to blog every small delay or bad experience with an airline - God knows I have had a handful to write about in the 250K odd miles I have travelled over the last couple years. This one is interesting - with the media blitz that Kingfisher has created, especially after getting to be crowned as 5 star, you expect a certain quality of experience, a better treatment from an empowered set of employees - yet, they fall apart when it comes to delivery.
We booked Kingfisher because they flew out of coimbatore at 8:40 & arrived at 9:40 PM in Bangalore (BLR). I had worked out that would allow me sufficient time to drop my wife at Malleswaram, pick up my luggage & head back to the airport for my trip to Shanghai. Now, I get that airlines are sometimes delayed a bit - in fact, they often are - so, my plan would work even if I had a two hour delay.
On our way to Kerala the day before, I get a call & the person announces that Kingfisher has now changed the time of the flight to 10:30 PM and if I had any issues with it, I could cancel and be reimbursed the full fare - the trouble with this option is, my travel need doesn't change because KF has changed their time. I still need to get back to BLR & need to do so at a reasonable time. I asked the gentleman if he can help re-route/ re-schedule me & he said I need to call the call center and after a couple more questions, I realized that was going to be the standard canned response I was going to be doled out. and by the way, surprise surprise, the prices on all the other airlines for this route, which isn't very frequented has soared, given this is the day before.
Ok - so, we try to call the call center - keep getting the busy signal until 4 AM when I reached Mr. Pravin Kumar of (probably) the Bangalore call center. He suggested I could either fly at 11 AM the same day or fly their newly rescheduled time of 10:30 PM. On asking to be rescheduled via another airline or route, I received the response that was not an option he had. Upone asking to speak to his manager, the response was none was available and that they would have the same options as well. This is a bit strange - for an airline touting to be the best; even china Eastern Airlines, with its appalling & falling apart planes courteously have rescheduled me on to alternate airlines without even my having to request the change - now China Eastern is bottom of the barrel, when it comes to airline quality. When saying this is a problem and explaining to the agent this was an issue, he neither had the interest/ care, the authority to make a different decision and wasn't inclined to escalate either.
Ok - we show up at the airport. Go to the check-in counter & were advised that the plane was further delayed by another 30 min. Obviously, I am not a happy camper at this stage in the game - I asked to speak to the manager. While I understand Mr C. Vinod, supervisor of Kingfisher's operations in Coimbatore had little choice at the moment, his manner of dealing with the situation can only be characterized as strange & not exemplary of an organization that claims to be customer friendly! He goes on to pontificate that this is normal in airline operations and that this wasn't his problem. The exact words he chose were "this isn't my fault" - which is what infuriates me. At occasions such as these, most customers, including myself want someone who can simply sympathize and accept a mistake on part of the organization and offer some compensation - a taxi fare, perhaps because I am going to have to hurry back & forth in Bangalore. It doesn't matter whether there is a compensation or not - what infuriates me is that none of the three employees thought that this traveler's problem was theirs. Ideally, the organization should have empowered the first two to find an alternate solution that is acceptable to their customer - granted, this comes at a cost. The benefit would be that of winning a likely loyal customer - in my case, one who travels quite a bit & does appreciate and can discern between the incredibly awesome customer service of Cathay/ Dragon Air and the likes of Air India.
Mr. Vinod, in Coimbatore is the figure head and at the interaction point of the customer and should have been empowered to speak on behalf of the organization and not just himself. If he doesn't feel it is his responsibility to apologize to the customer, whose is it? Unfortunately, Mr. Vinod also refused to let me escalate the issue to his manager - the entire affair lets me rethink choosing KF for these short hauls which are at such risk as they are relatively less traveled & hence likely less profitable.
I do write this as an open letter/ critique of KF's customer service. I expect no response though -
We booked Kingfisher because they flew out of coimbatore at 8:40 & arrived at 9:40 PM in Bangalore (BLR). I had worked out that would allow me sufficient time to drop my wife at Malleswaram, pick up my luggage & head back to the airport for my trip to Shanghai. Now, I get that airlines are sometimes delayed a bit - in fact, they often are - so, my plan would work even if I had a two hour delay.
On our way to Kerala the day before, I get a call & the person announces that Kingfisher has now changed the time of the flight to 10:30 PM and if I had any issues with it, I could cancel and be reimbursed the full fare - the trouble with this option is, my travel need doesn't change because KF has changed their time. I still need to get back to BLR & need to do so at a reasonable time. I asked the gentleman if he can help re-route/ re-schedule me & he said I need to call the call center and after a couple more questions, I realized that was going to be the standard canned response I was going to be doled out. and by the way, surprise surprise, the prices on all the other airlines for this route, which isn't very frequented has soared, given this is the day before.
Ok - so, we try to call the call center - keep getting the busy signal until 4 AM when I reached Mr. Pravin Kumar of (probably) the Bangalore call center. He suggested I could either fly at 11 AM the same day or fly their newly rescheduled time of 10:30 PM. On asking to be rescheduled via another airline or route, I received the response that was not an option he had. Upone asking to speak to his manager, the response was none was available and that they would have the same options as well. This is a bit strange - for an airline touting to be the best; even china Eastern Airlines, with its appalling & falling apart planes courteously have rescheduled me on to alternate airlines without even my having to request the change - now China Eastern is bottom of the barrel, when it comes to airline quality. When saying this is a problem and explaining to the agent this was an issue, he neither had the interest/ care, the authority to make a different decision and wasn't inclined to escalate either.
Ok - we show up at the airport. Go to the check-in counter & were advised that the plane was further delayed by another 30 min. Obviously, I am not a happy camper at this stage in the game - I asked to speak to the manager. While I understand Mr C. Vinod, supervisor of Kingfisher's operations in Coimbatore had little choice at the moment, his manner of dealing with the situation can only be characterized as strange & not exemplary of an organization that claims to be customer friendly! He goes on to pontificate that this is normal in airline operations and that this wasn't his problem. The exact words he chose were "this isn't my fault" - which is what infuriates me. At occasions such as these, most customers, including myself want someone who can simply sympathize and accept a mistake on part of the organization and offer some compensation - a taxi fare, perhaps because I am going to have to hurry back & forth in Bangalore. It doesn't matter whether there is a compensation or not - what infuriates me is that none of the three employees thought that this traveler's problem was theirs. Ideally, the organization should have empowered the first two to find an alternate solution that is acceptable to their customer - granted, this comes at a cost. The benefit would be that of winning a likely loyal customer - in my case, one who travels quite a bit & does appreciate and can discern between the incredibly awesome customer service of Cathay/ Dragon Air and the likes of Air India.
Mr. Vinod, in Coimbatore is the figure head and at the interaction point of the customer and should have been empowered to speak on behalf of the organization and not just himself. If he doesn't feel it is his responsibility to apologize to the customer, whose is it? Unfortunately, Mr. Vinod also refused to let me escalate the issue to his manager - the entire affair lets me rethink choosing KF for these short hauls which are at such risk as they are relatively less traveled & hence likely less profitable.
I do write this as an open letter/ critique of KF's customer service. I expect no response though -
Wednesday, October 6, 2010
Off to Hawaii, Day 1 in Waikiki beach
After having planned several vacations and having had to cancel them all, I took the risk of planning yet another one. This time, I had some miles, a travel cert from united.com telling me I need to book a trip - so, I went ahead, looked for tickets about a week before the actual departure date, to Hawaii!! We have, like many Indians always thought about Hawaii, sighed about it & dismissed it as far away from the path to India & hence, an unlikely choice for a vacation destination. The miles came in handy - and here, I have to give kudos to united - they do advertise that they make it easy to redeem their miles and they did make it easy - a week before the trip, I was able to book a round trip ticket to Hawaii from Minneapolis on united using 40K miles - which I think is excellent!!
Having had no clue about Hawaii, except that there was a 5 hr difference in time zone, I had booked the tickets to Honolulu. After the impulse purchase was done, I set about the arduous task of planning the activity. For some reason, I was struck by brilliance and chose the Waikiki area to stay - which, in hindsight turned out to be an excellent decision. If you are new to Honolulu, the Waikiki beach is the most popular beach areas with a fantastic stretch of beach resorts and walkways. After a lot of research (for the cheapest place to stay), I decided to book us in to the Outrigger Luana Waikiki for the night, which again turned out to be excellent!!
By the way, if you plan to stay in the waikiki area, you don't need to rent a car - there is a shuttle service called "Robert's Hawaii" that operates round-trip shuttles from the airport to almost all hotels in the Waikiki area for $15. It is better if you reserve it ahead of time though. (We didn't & were able to book the return pick-up after we reached HNL).
Almost all Hawaii islands are brimming with Outrigger resorts - in general, we found these to be of excellent location, reasonable price and good service! The place where we stayed was about a mile from the beach, but close to all the great resorts and the "Beach Walk" area of Waikiki. The Hilton has built a humungous resort & named it the "Hilton village" in Waikiki - having had a recommendation, we went over to the Hilton the first evening we landed and were disappointed by the lack of vegetarian fare in their resort. We weren't hungry and ended up having veggie spring rolls at the "Tropics" bar by the ocean. In the night, we walked along the roads over to the "Outrigger reef" hotel, which is right on the beach and is probably one of the best located hotels with one of the best accesses to the Waikiki beach. The restaurant there had absolutely no vegetarian options either - but, the views are incredible and they do boast an excellent breakfast buffet (which we didn't try).
The next morning, Charan decided she wasn't just going to be able to enjoy the beach alone & needed some more activity and with her ability to digest words quickly, she determined that we were to make the trek over to Diamond head.
A little bit of geographical knowledge needs to be inserted here - Hawaii, if you do not know is largely made of dormant volcanoes. All of the islands have volcanoes - the diamond head is a huge dormant crater that sits right on Waikiki beach. It is a great view from the air and the perspective from air shows diamond head looking like a mountain with its peak sawed off and a big lake in the center. Apparently, we overheard some military type person saying that diamond head used to be a military outpost years ago - sure enough, it seems to be such even now - with parts of the crater cordoned off.
We took public transport (bus) to Diamond head - the bus takes about 15-20 min and costs about $2. We trekked up the hill - Hint: start early if you don't like getting toasted. Being an adventure in the US, this trek is dumbed down with paved paths and steps all the way to the top - it is still a good walk to the top and the view of Waikiki from the top is incredible! For those who aren't very adventure prone, they sell certificates at the top for $2 which commemorates your trek to the top. Charan wasn't very excited about getting that, given she has trekked 8 KM on the great wall.
We made our way down & now started looking for something to eat - here is the troublesome part. Finding vegetarian food in Honolulu is a bit hard. The majority of the places in Waikiki are standard american fare, with the steak, potatoes, etc. I had also decided I wanted to taste the fresh fruits of the islands - the guy at the Outrigger had recommended Henry's place in the "beack walk" street - a little hole in the wall place manned by a really old Hawaiian/ Chinese person who cuts the fruits himself - I convinced Charan this was going to be good. So, we trudged over there as we passed the "luxury walk" with the Louis Vuitton, Tiffany's etc and despite the relatively seedy appearances found the pineapples, papayas, water melon incredibly to our liking. After having devoured a couple cups, Charan decided she needed real food.
So, we started our search for real food - the restaurant in Outrigger Reef serves breakfast till 11 & then, switched to lunch at noon - both the buffet's apparently have tons of salads - unfortunately, we were at the place at 11 AM and hungry. So, we walked out to the trump tower to find nothing vegetarian there either and didn't get the veggie burger at Denny's either, all of which are in the same intersection. Finally, we found the "subway" a block down and decided to get the sandwich there.
We returned back to the hotel, checked out of it, decided to head over to the beach - the guys in the hotel (Outrigger Luana Waikiki) were happy to hold the luggage & let us use the showers at the pool once we returned from the beach. they were incredibly helpful. As we checked our luggage in, it started to pour outside!!! that was disappointing. Although Hawaii is undergoing a drought, we apparently brought rain to the place - it rained for an hour and let up. We walked to the Hilton village & decided to walk along the beach and did so for a couple hours enjoying the ocean, the clear blue waters and the various resorts along the beach.
[caption id="attachment_67" align="alignnone" width="300" caption="Charan in the Outrigger Reef"]
[/caption]
[caption id="attachment_55" align="alignnone" width="300" caption="Charan & I on the Waikiki beach"]
[/caption]
[caption id="" align="alignnone" width="300" caption="view of the waikiki area up to diamond head"]
[/caption]
One of the other things about Hawaii is that the state law dictates that all beach resorts need to have public access to the beaches. In other words, almost all beaches are public in Hawaii. Even if there is a fancy resort, you can still access the beach without having to shell boat loads of cash. We walked all along the Waikiki beach, found a bunch more restaurants (that we didn't try) along the beach and then, finally returned to pack up and board our inter-island flight to Big Island.
One of my colleagues told me there wasn't much to do in Oahu but, it was better in the other islands - so, with the brief research, I decided we were to spend most time on beaches and also, visit the volcanoes in Big Island. So, we had booked to stay in Big Island for 3 nights.
So, off we go to Big Island -
Having had no clue about Hawaii, except that there was a 5 hr difference in time zone, I had booked the tickets to Honolulu. After the impulse purchase was done, I set about the arduous task of planning the activity. For some reason, I was struck by brilliance and chose the Waikiki area to stay - which, in hindsight turned out to be an excellent decision. If you are new to Honolulu, the Waikiki beach is the most popular beach areas with a fantastic stretch of beach resorts and walkways. After a lot of research (for the cheapest place to stay), I decided to book us in to the Outrigger Luana Waikiki for the night, which again turned out to be excellent!!
By the way, if you plan to stay in the waikiki area, you don't need to rent a car - there is a shuttle service called "Robert's Hawaii" that operates round-trip shuttles from the airport to almost all hotels in the Waikiki area for $15. It is better if you reserve it ahead of time though. (We didn't & were able to book the return pick-up after we reached HNL).
Almost all Hawaii islands are brimming with Outrigger resorts - in general, we found these to be of excellent location, reasonable price and good service! The place where we stayed was about a mile from the beach, but close to all the great resorts and the "Beach Walk" area of Waikiki. The Hilton has built a humungous resort & named it the "Hilton village" in Waikiki - having had a recommendation, we went over to the Hilton the first evening we landed and were disappointed by the lack of vegetarian fare in their resort. We weren't hungry and ended up having veggie spring rolls at the "Tropics" bar by the ocean. In the night, we walked along the roads over to the "Outrigger reef" hotel, which is right on the beach and is probably one of the best located hotels with one of the best accesses to the Waikiki beach. The restaurant there had absolutely no vegetarian options either - but, the views are incredible and they do boast an excellent breakfast buffet (which we didn't try).
The next morning, Charan decided she wasn't just going to be able to enjoy the beach alone & needed some more activity and with her ability to digest words quickly, she determined that we were to make the trek over to Diamond head.
A little bit of geographical knowledge needs to be inserted here - Hawaii, if you do not know is largely made of dormant volcanoes. All of the islands have volcanoes - the diamond head is a huge dormant crater that sits right on Waikiki beach. It is a great view from the air and the perspective from air shows diamond head looking like a mountain with its peak sawed off and a big lake in the center. Apparently, we overheard some military type person saying that diamond head used to be a military outpost years ago - sure enough, it seems to be such even now - with parts of the crater cordoned off.
We took public transport (bus) to Diamond head - the bus takes about 15-20 min and costs about $2. We trekked up the hill - Hint: start early if you don't like getting toasted. Being an adventure in the US, this trek is dumbed down with paved paths and steps all the way to the top - it is still a good walk to the top and the view of Waikiki from the top is incredible! For those who aren't very adventure prone, they sell certificates at the top for $2 which commemorates your trek to the top. Charan wasn't very excited about getting that, given she has trekked 8 KM on the great wall.
We made our way down & now started looking for something to eat - here is the troublesome part. Finding vegetarian food in Honolulu is a bit hard. The majority of the places in Waikiki are standard american fare, with the steak, potatoes, etc. I had also decided I wanted to taste the fresh fruits of the islands - the guy at the Outrigger had recommended Henry's place in the "beack walk" street - a little hole in the wall place manned by a really old Hawaiian/ Chinese person who cuts the fruits himself - I convinced Charan this was going to be good. So, we trudged over there as we passed the "luxury walk" with the Louis Vuitton, Tiffany's etc and despite the relatively seedy appearances found the pineapples, papayas, water melon incredibly to our liking. After having devoured a couple cups, Charan decided she needed real food.
So, we started our search for real food - the restaurant in Outrigger Reef serves breakfast till 11 & then, switched to lunch at noon - both the buffet's apparently have tons of salads - unfortunately, we were at the place at 11 AM and hungry. So, we walked out to the trump tower to find nothing vegetarian there either and didn't get the veggie burger at Denny's either, all of which are in the same intersection. Finally, we found the "subway" a block down and decided to get the sandwich there.
We returned back to the hotel, checked out of it, decided to head over to the beach - the guys in the hotel (Outrigger Luana Waikiki) were happy to hold the luggage & let us use the showers at the pool once we returned from the beach. they were incredibly helpful. As we checked our luggage in, it started to pour outside!!! that was disappointing. Although Hawaii is undergoing a drought, we apparently brought rain to the place - it rained for an hour and let up. We walked to the Hilton village & decided to walk along the beach and did so for a couple hours enjoying the ocean, the clear blue waters and the various resorts along the beach.
[caption id="attachment_67" align="alignnone" width="300" caption="Charan in the Outrigger Reef"]
[/caption]
[caption id="attachment_55" align="alignnone" width="300" caption="Charan & I on the Waikiki beach"]
[/caption][caption id="" align="alignnone" width="300" caption="view of the waikiki area up to diamond head"]
[/caption]One of the other things about Hawaii is that the state law dictates that all beach resorts need to have public access to the beaches. In other words, almost all beaches are public in Hawaii. Even if there is a fancy resort, you can still access the beach without having to shell boat loads of cash. We walked all along the Waikiki beach, found a bunch more restaurants (that we didn't try) along the beach and then, finally returned to pack up and board our inter-island flight to Big Island.
One of my colleagues told me there wasn't much to do in Oahu but, it was better in the other islands - so, with the brief research, I decided we were to spend most time on beaches and also, visit the volcanoes in Big Island. So, we had booked to stay in Big Island for 3 nights.
So, off we go to Big Island -
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