Dear Sir.
I write this letter to you as a loyal customer and passenger
as well as in the interest of the high standards of service that KSRTC is known
for.
Having lived in Bangalore for over 2 years now, KSRTC buses
have been a blessing for an avid traveller like myself to journey to different
parts of Karnataka, whether for work or leisure. As most others in Karnataka
would agree with me, your buses have always been ahead of private companies as
well as other state corporations in comfort, punctuality, hygiene, hospitality
and overall, value for money. I can safely say that I’ve never regretted
booking your buses as I was always assured of the aforementioned list of
quality services until…what happened on the bus journey from Sirsi to Bangalore
on the night of 4th October 2014.
Due to the unavailability of buses from Gokarna to
Bangalore, my friend and I caught a KSRTC Airavat bus (KA 01.F.8072) from Sirsi, scheduled to
start at 8.33 pm on the 4th of October 2014. We arrived from Gokarna
a little earlier before the time of departure and when we asked locals about
the said bus to Bangalore, we were informed that it would only arrive by 9.00
pm. Time soon passed and it was 8.33 pm but the bus bearing the KSRTC Airavat
sign was no where at sight. We decided to visit the restroom when we suddenly
got a call from the conductor asking us if we were catching the bus. We evaded
the visit to the restroom and rushed to catch the bus, nearing which we saw it
did not have Airavat written anywhere but just ‘Volvo’. The bus conductor and
driver yelled at us for making them wait for about 10 minutes, a mistake we
accepted even though we were a bit confused given the look of this bus was so
different from all the other Airavats we’ve travelled in before.
One we stepped inside and took our seats, it didn’t take me
long to realize that I wasn’t feeling the usual chill that I normally do in AC
Volvo buses. I checked the AC vents and realized it was only blowing cool air
from it. Neither the windows of the bus were forming any mist (normally happens
in AC buses) nor was I getting enough air where I was seated. We tried to
adjust the air vents to maximize the blower but to no avail. Moreover, the air was
stale which was another indication of the fact that there was no circulation
happening i.e. the air conditioner was definitely not switched on. In no time,
we were in the middle of the Ghats and my friend (a Kannadiga who speaks the
language) managed to go upto the conductor and the driver to request him to
switch on the air conditioner. Each time that she went upto them to make this
request, they simply dismissed her off claiming that the air conditioner was on
and working.
The Airavat logo but just Volvo written on the bus. Is this really an Airavat or an ancient version of the bus? |
In the meanwhile, I began feeling claustrophobic and
experiencing breathlessness due to the non-conditioned and stale air blowing
from the vents, as the bus zipped on the hairpin bends of the Western Ghats. I
have extensively travelled on hilly roads in the North East and the Himalayan
region in the North without experiencing any motion sickness so I certainly
knew that it wasn’t that. For disclaimer’s sake, I felt just fine in the local
bus that we had to take from Kumta to Sirsi to catch your bus and I certainly
didn’t consume anything that would get me breathless or dizzy before I got on
your bus.
Moving on, the conductor and driver continued to claim
nothing was wrong with the bus even as my friend reported to them that I was
experiencing breathlessness. I had to sit upright and keep my face close to the
vent, as it was the only source of oxygen, otherwise it felt like I was
breathing in the CO2 that I breathed out. We were considering getting off at
Shimoga to catch another bus (a real Airavat!) to Bangalore given the attitude
and reception from the driver and conductor. Thankfully, my friend had an anti
allergy pill on her which was the only saving grace for me on this journey. I
told her that if I felt better by the time we reached Shimoga, we’ll just pull
through on this bus but if I didn’t, we would have to change buses (if we even
managed to get one last moment!).
We then stopped at a place about an hour before Shimoga
where a lot of passengers alighted the bus. Suddenly, we found the temperature
going down and mist had formed on the windows. The air conditioning was finally
working or had been switched on; we weren’t sure which one it was. I told my
friend to ask the conductor (in Kannada) why he didn’t pay any heed to our
repeated requests before, knowing that we were suffocating for about an hour
(or more) before the stop. He just said that the AC automatically adjusts the
temperature and that it was on all the time. In a calm and straightforward
manner, we rebutted his claim to which he rudely dismissed us off by saying, go
ahead and complain. At that moment, I remarked that “Oh so it’s a Government
job so you’re not bothered, right?” Both of us were appalled at his cavalier
attitude and spoke to ourselves about how sarkari
(Government) employees don’t realize there’s a thing called ‘social media’ now
and gone are the days when people’s voices remained unheard or the time when
people didn’t care/want to express themselves enough.
As if this attitude wasn’t enough, the driver suddenly
stopped in the middle of nowhere after taking off from the station. He then
came towards us and rudely asked my friend, what was our problem when everyone
else was sitting in the bus without any issues. We explained what happened
after we took off from Sirsi and how despite our repeated requests, the AC
wasn’t turned on. The bus driver starts yelling and scolding us for creating a
nuisance with the same lame explanation of the “automatic system of the AC
which increases and decreases the temperature”. Anyone who has been on a KSRTC
Airavat AC Volvo bus knows they have to wear something warm and cannot do
without the provided blankets during the full course of the journey. To make
matters worse, the conductor and another guy (not in uniform) joins him with a
very aggressive body language, almost threateningly telling us it wasn’t their
fault and that we need to adjust to this. My friend retorted, “We’re always
being asked to adjust in India but this situation was not about adjusting. My
friend couldn’t breathe because the AC wasn’t on and all she could breathe was
stale air. What if she had fainted, then I would have had to take her to a
hospital in Shimoga”.
My protests, of course, fell to deaf ears since they were
in English and in this moment at least, I didn’t feel apologetic about not speaking
Kannada. The driver and conductor said that if we had any problems, we should
complain about the bus but keep them out of it. Unsurprisingly, no one around
us so much as uttered a word or even tried to calm the situation down despite
the fact that 3 bus guys were yelling at two female passengers in the middle of
nowhere in a threatening body language. By now quite a scene was created and
the driver went back to his seat saying that he would stop at the nearest
police station if we wanted to register a complaint against them. This was
uncalled for considering neither of us ever mentioned the police and it was too
obvious that they were trying to intimidate us. My friend warned them that she
had relatives in Shimoga who would gather enough people in a moment’s notice if
they tried to act funny with us. We were left completely irritated with the
situation and the AC was still not consistently running, switching on and off
at different time intervals.
Before reaching Shimoga, a solo female passenger sitting in front
of me told us that the air vent above her seating was leaking. She asked the
conductor to come and check, who took about 10 minutes to be convinced it was
leaking before moving her to another seat next to a gentleman she obviously
didn’t know! I just wondered where the common sense of this conductor was in
adjusting her with a male passenger when he could have easily exchanged seats
for her to sit next to a female passenger. She surprisingly did not protest.
At KSRTC Shimoga bus stand. The guy in white uniform is the bus driver (sweetly) explaining to our friend how the AC system in the bus works. |
Once we were at Shimoga, a friend (male) happened to stop by
at the bus station to meet my friend. The moment the bus driver saw this guy
speaking to us, he started explaining the situation in a very sweet tone to
this friend of my friend’s. He probably feared a local backlash, which is why
he spoke so sweetly to this guy, a complete contrast from the attitude he took
with us. Since I was anyway feeling a little better after taking the pill, we
decided to suck it up and get to Bangalore as it was just another 5-6 hours of
journey.
While many may not feel like this story is as horrific as
what could have been, there’s a reason for that. It’s because we’ve all been
conditioned and programmed to adjust
maadi all our lives that we’ve learned to accept such sub standard services
without a protest. The one hour ride before I took the pill felt like hell –
imagine being cooped up in a tightly shut bus with no ventilation (the windows
couldn’t be opened) and stale air to breathe, while the bus swirles along the Ghats!
Moreover, the attitude of the KSRTC employees was not the usual rude and
dismissive behavior of sarkaari
servants that we’re so used to (mainly because of a lack of choice). Their body
language was clearly threatening and unbecoming for any employee in the
hospitality sector, even if it was a state run bus.
Considering that I survived the nightmare, I could have
easily moved on and simply sworn off using KSRTC ever again. But I know that
doesn’t really improve the service and in doing so, I effectively become part
of the inefficient system. Hence, I would like to request your patronage and
support on the following:
a) Please do not use sub standard Volvo buses to meet high
season demands. If a customer has booked and paid for an Airavat AC Volvo, they
should be getting nothing less than that. Especially, KA 01.F.8072 should be discontinued from customer service until it has been fully fixed. Interestingly, there is no mention of passenger safety measures in the bus, except for accident relief trust.
b) Temporary dismissal (without leave) of the bus conductor and driver to train them on basic etiquettes and appropriate ways of
dealing with passengers (especially women) if such a situation were to arise. Just
to remind you, it was them who raised their voice at us first and started
yelling with no consideration for a moment about the passenger’s health or
difficulty. What if it was an asthmatic person in my place or what if I was all
alone or with someone who couldn’t speak Kannada? More than the stale air from
the dysfunctional AC, it was the stale attitude of your employees that made the
situation worse than it even needed to be. I will also be writing an email to gmtraffic@ksrtc.org to complain against the operating crew and directortech@ksrtc.org on the faulty air conditioning system.
If you booked a KSRTC Airavat AC Volvo bus and this shows up, don't get on it. Demand for the latest version of the bus! |
I request your response to this letter at the earliest with
an assurance of action that would be taken on the aforementioned points.
Sincerely,
An avid Airavat passenger.