Air Deccan!!! Did it forget Business Continuity Planning?

I heard a lot of Ho-Halla on the Air Deccan issues being telecasted on one of the leading Indian News Channel CNN-IBN. I can’t say how much truth is there in that cheating scandal, but I seriously faced the mental trauma and harassment of dealing with Air Deccan during the same time.
I had booked the Return cheap tickets available on Air Deccan from Hyderabad to Mumbai on 3rd and 6th March 2007. I got the tickets really cheap, and was excited about it. But, somehow my plans changed and I wanted to reschedule / cancel the tickets a week before my travel date.
The real trouble started then, as the Air Deccan website was undergoing an up gradation to a more robust website. But with a big cost on the poor passengers, who were unable to cancel their tickets on website during that one week period.
The website was not identifying my PNR no. , I was checking it every hour, every day.
I tried to reach the customer care, but even waiting for hours everyday, no one was picking up the phone, literally no one and for hours.
I didn’t go to the airport, as I thought the system will get rectified by tomorrow, or day after tomorrow. But no use, the system happily continued to not identifying my PNR no.
I have even got screen shots of the specific page.
After, letting my ear go deaf on hearing the music which rings on Air Deccan customer care, and my eyes and fingers paining to try for rescheduling/cancellation, I let it go.
After some time, I felt I am a poor consumer, and no doubt Air Deccan was the first airline to give me wings to fly and many more like me, but I have a Right to raise my voice.
A Right of a consumer who is aware, and wants to fight the injustice delivered by the company.
I again called up the customer care, and luckily some one picked it up. At this, point of time the new website was restored and probably they also restored the customer care.
Some one picked up the phone, trying to be polite, thinking that I am having a query regarding booking of ticket or flight timings.
But, his politeness and my happiness was short-lived as I mentioned him about the problems, I faced during my cancellation of the tickets.
On top, of it he said that your status is being shown boarding in the system. What a cruel joke with a poor passenger, isn’t it guys.
I told him, can I talk to some manager and he bluntly said that you can’t speak to my Manager, also he disconnected the phone.
I again called him up and believe me, he again disconnected the phone.
Then, I mailed up feedback@airdeecan.net , and trust me it was a delivery failure.
At last, I mailed up Capt. Gopinath, CEO@airdeccan.net and finally I received a reply from his Manager, that they will return some amount of my ticket cost within 14 days.
I haven’t received the refunds yet, and hoping to send him another mail, if it doesn’t materialize.
Just small requests, to Air Deccan, please have a Business Continuity Planning if you are going for an up gradation of your system and processes. Blindly, following what the system integrator or vendor is saying doesn’t fit with the current system. After, the entire front end (customer interface) is equally or more important than your back end.
It wont take much effort to rectify the back end processes, but loosing trust with the customer will take a longer time to heal.....