hoi.in

I want to acknowledge both a failure and an outstanding recovery by the Hoi team, because what ultim

I want to acknowledge both a failure and an outstanding recovery by the Hoi team, because what ultimately matters is how a service responds when things go wrong.
The Hoi app was unfortunately not working during our journey, and given that we were cutting it extremely close—with our flight landing and only a 40-minute gap before the next flight—this could have easily turned into a very stressful and unpleasant experience.
However, Mr. Varun Mehrotra personally stepped in and ensured that I was helped immediately. He went above and beyond by arranging offline payment links, making sure that the technical issue did not translate into a breakdown of service. Mr. Varun has always been dependable from the time I first discovered the Hoi app, and I have consistently booked through him across multiple trips. He truly runs a tight ship, and it is professionals like him—hands-on, accountable, and guest-focused—who keep me coming back to Hoi. He stays on the forefront to ensure the guest experience remains seamless, even when systems fail.
I would also like to sincerely thank Ms. Jesty Mary George, who ensured that the service recovery actually happened, especially after the extremely disappointing and frankly useless T2 service experience during my last travel (on the 16th or 17th, as I recall). Despite how close we were to missing our connection, she ensured the situation was handled calmly, efficiently, and professionally. Leaders like her, who run tight and capable teams, are the reason trust can be rebuilt even after a bad experience.
Most importantly, I want to recognize Mr. Sunny and Ms. Bhavna, who were nothing short of exceptional in their care for my senior citizen parents.
Mr. Sunny heroically carried everything across security, handled all the luggage, and ensured my parents were supported at every step.
Ms. Bhavna showed extraordinary patience and compassion while assisting my mother, who was unwell during the journey. She was kind, attentive, and truly a gem of a person.
Mr. Sunny walked with me all the way till Gate 22, held on to the bags until my parents joined us, and only then handed everything over—never rushing, never disengaging.
When we got off the bus, we were met by three porters who immediately helped us navigate the terminal, manage the luggage, and move through the process smoothly. The coordination and care were outstanding.
While my last experience at T2 was disappointing, I must say that Terminal 1 and Terminal 3 services have otherwise always been excellent. Encounters like this one—despite technical difficulties—renew my faith in the Hoi app and its people.
People like Mr. Varun Mehrotra, Ms. Jesty Mary George, Mr. Sunny, and Ms. Bhavna are the reason Hoi stands out. They embody what true guest service looks like: ownership, empathy, and execution under pressure.
I will continue to use the Hoi app because of professionals like them.

Date of experience: Feb 27, 2026