Recently while planning my US trip I consulted a few ticketing agents in Kathmandu about the air ticket details: the prices, airlines and transits. The first thing that you notice (only after a visit to couple of them) is, they are not entirely sure what they really offer. It really discomforts me to see a sales man struggling to answer a client’s query. Aren’t they paid for that? The other most significant thing is their inconsistencies with the information they give. The most probable reason: They are all lying and trying to make the customer pay higher if he/she is ignorant about the ticketing information. They lie everything. I have also experienced many instances of booking the bus front window seat and ending up at the ever bouncing back seat. And they keep on lying.

And then I went to this agent (only the third one I visited) and when asked about the fare they mentioned almost 20% cheaper compared to what I was prepared to pay. I rechecked about the airways and the route and everything was same. Hello? Obviously as every normal people I would be drawn to the deal. I reserved the ticket. Five days prior to the flight I went to pay for and collect the ticket. Then all of a sudden they tell me that the rate they gave me earlier was of a different route with transit in Delhi (which I was destined to avoid after my disastrous time on my way to Europe last year). The new rate was still higher than the one I have previously figured. Obviously just 5 days to my flight and so many things to finalize I won’t be running for ticket prices. I got the ticket and paid the price. I thought the worst was over but was proved wrong when I got into Abu Dhabi transit. I was assured by my ticketing agent that I had a hotel booking at the Abu Dhabi transit but later found out that my ticketing agent has left no stone unturned to torture me. The Etihad Airways staff had a hard time convincing that I was fooled by my ticketing agent. How could someone do such to his customer?

The issue here is, do they care about their customer? Not one bit. They only think about making quick money no matter what it costs them. With this mentality they would never get a loyal following. I would never visit that agent again nor would I recommend it to anyone. Someone please tell them the story of a goose that lay golden eggs every day.

So they have pretty much the same sort of customer pattern every day. They have new customer everyday and can never retain their old customer. And without the customer flowing, you never get BIG.