काठमाडौं । पूर्व बैंकर शंकर पोखरेलले यति एयरलाइन्सको अत्यन्तै कमजोर सेवाप्रति गम्भीर असन्तुष्टि व्यक्त गरेका छन् । पोखरेलले यतिको काठमाडौं-विराटनगर उडानमा अत्यन्तै कमजोर सेवा, लापरवाही र कर्मचारीहरूको अव्यावसायिक व्यवहारप्रति गम्भीर असन्तुष्टि व्यक्त गरेका हुन् । पूर्व बैंकर पोखरेलले सामाजिक संजालमा यात्रा अनुभव सेयर गर्दै यति एयरलाइन्सको सेवा सुधार गर्नुपर्ने मागसमेत गरेका छन्।
उक्त उडान बिहान ११:१५ मा प्रस्थान गर्ने तालिकामा भए पनि एक घण्टा ढिलो भई १२:१५ बजे मात्र उडान भएको पनि बैंकर पोखरेलले बताएका छन् । उनले सामाजिक संजालमार्फत लेखेका छन्ः
Yeti Airlines Team #YetiAirlines
Feedback on Extremely Poor Customer Service Experience – Flight YT 783 (KTM to BRT)
I am writing to express my deep disappointment with the poor customer service and lack of professionalism, I experienced during my travel with Yeti Airlines on flight number YT 783 from Kathmandu to Biratnagar on 25th April, scheduled to depart at 11:15 AM but took off at 12:15 PM.
1. In-Flight Cleanliness and Crew Behavior
To my shock, I found a used air sickness bag in the seat pocket in front of me. This is extremely unhygienic and completely unacceptable, especially in today’s age where sanitation and passenger safety are supposed to be a top priority.
I immediately called the flight attendant, Ms. Bidisha Singh, who came and removed the bag but did not even offer an apology. This reflects poorly on your staff’s training and their understanding of basic customer service. Her behavior was indifferent and dismissive.
How can such employees be hired in such a sensitive and service-oriented industry? Where is the quality check? What is the flight manager or in-flight supervisor doing if such negligence goes unnoticed? With the kind of salaries management is drawing, this level of service is unacceptable.
2. Ground Staff Behavior and Attire
The experience before boarding was equally poor. The airport bus was overcrowded, with passengers standing due to lack of space. I asked a ground staff member if another bus was available, and his response was unhelpful and rude. Instead of guiding me, he casually replied, “There are so many buses, one is behind you.” He didn’t bother to point it out, let alone assist politely.
Moreover, the ground staff’s uniforms were highly unprofessional—some looked like college students with untucked shirts and misplaced ID cards. There was no sense of customer care, no greeting, no smile—nothing that reflects basic hospitality.
My Recommendations:
Customer Service Training – Immediate and regular training for both cabin and ground crew on hospitality, hygiene, and professional communication.
Behavioral Training – Teach staff how to treat passengers respectfully and respond politely, especially in stressful or unexpected situations.
Strict Hygiene Protocols – Ensure that every seat is thoroughly checked and sanitized before boarding new passengers.
Uniform & Appearance Check – Enforce a strict dress code and grooming standard for all staff, especially those interacting with passengers.
We are paying customers, not traveling for free. We deserve basic courtesy, cleanliness, and professional behavior.
I hope this feedback is taken seriously and leads to actual improvements.
