Planes, Trains and Automobiles
Posted by Jennifer Burns on Fri, May 07, 2010
I thought that I would share an email that I received from Ian Murray, my colleague who works with closely with our channel clients. After reading it, I couldn't help but to think...Wow, if only everyone knew the extent that we will go to to make a client happy.
Ian's Email
Just wanted to tell you about my visa nightmare for india.......
India has outsourced it's visa handling to a company called Travisa. They say the US passport holders can get a same-day visa if dropped off by 11am. I had all of my required documentation pulled together, letters from an Indian sponsoring company, birth certificate, utility bill and all sorts.
I had to come to NY this week for our a meeting Thursday so my travel was:
Weds - 6.40am flight Dulles to NY
Friday 2pm flight to Dulles
Friday 9.53pm flight to Frankfurt to fly onto India
I called Travisa multiple times to check that they could process my application at the NY office and that I was a British passport holder with a greencard. Always told this wouldn't be a problem.
Wednesday morning got up at 4.30 to make the flight. Got to NY by 8.30, taxi to Travisa arrive at 9am.
Waited about an hour to be seen, when I got to the counter they told me that they couldn't process me there because I was ‘out of jurisdiction' as my utilitly bill address was in Virginia and that I had to be processed in DC. I spoke with a manager and told her I was given bad information from her telephone team. She told me that sometimes the Indian consulate would grant an exception but Travisa would only process it if they were told to by the consulate.
10am-ish taxi to Indian Consulate in NY
Waited about 20 minutes and spoke to them. Told absolutely no way it could be done in NY. I pleaded and said it had to be done as I was flying to India Friday night and had the tickets booked. Nothing.
Total paralysis. Couldn't process how I could make this happen. Had $2000 worth of non refundable airfare and had to be in Pune Monday morning and it takes 2 days to get there because of connections and time zone differences.
Taxi to Penn station, 11am Acela express to DC. Arrived at 1.45. en-route called Travisa DC and made 3pm appointment. I am out of cash and ATM wouldn't dispense any because I have 2 checking accounts and the ‘main' one is my old joint account that I am closing and very little money in that account. Iphone almost out of battery and forgot to bring the power cable. Travisa 3 miles from Union station.
Used what little battery I had left to call the bank and switch my checking accounts so the one with funds was tagged as the main account for ATM withdrawals. Jumped in a taxi to Travisa via an ATM so I could pay for the taxi. Got there just before 3pm.
Put in my application but would not now be sent to consulate until Thursday for processing, stressed had to have it back in one day and attached copy of flight itinerary with the application.
Taxi back to Union station, time for some food (first of the day) then 5pm train back to NY.
Train breaks down (computer troubles) arrives at Penn Station at 8.30
9pm check into the hotel. No idea if Visa will be done in time, not sure if going to India.
Thursday afternoon, 6pm after the meeting called Travisa for a status update, told passport was not returned that day. Begged for them to call the consulate and ask that the visa be handled as an emergency so I could pick it up Friday (pickup between 5.30pm and 6pm). This created a problem - I had not packed for India, my car was at Dulles and Friday rushour traffic would take around 1.5 to 2 hours from DC to Dulles, then 30 mins to get home, pack, turn around back to airport for 8pm check in. Almost impossible to manage. Thought about calling Charlie (my neighbor) and getting him to pack a case for me and drive it to Dulles. If I didn't make the flight to Frankfurt then my connecting flight to India only operates every other day, would have to totally redo my flight arrangements and would be hard to get to India for Monday morning flight.
6.30pm Thursday Travisa called back and told me that she was actually holding my passport and that it had come back Thursday afterall.
I am now on a train from NY to DC to pick up my passport. I then have to get back to Dulles get home etc.
So right now it looks like I'll be going to India tonight but will feel more comfortable when I have my passport in my hand!!!!
Thank you, Ian, for sharing. Sometimes it is just a good reminder to all of us as to the level of service we need to meet, no matter what the hurdle(s) is!
UPDATE: All has worked out, he is on his way to India...with his passport and visa!
photo by sleepymyf