Insulting Attitude of goAir call center rep

I had called up the goAir call center today and the call center representative called my friends a 'bakra'
I was very upset and registered a complaint on the goAir website

Here is the extract of the complaint....
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I had a complaint aginst the call center rep (Tajinder) whom I spoke to today (at 3.20 pm IST, 16th Feb, 2012).
I have booked tickets for my friends who are in Ahmendabad, who unfortunately don't have access to Internet to take print out of the ticket. I had called in to enquire if they can get the E-ticket at the airport.
After listening to my question, Tejinder (without muting his line), turns asked someone in hindi "Ek bande ne 6 logon ke liye ticket book karayi hai, and un 6 bakron ke pass internet access nahi hain. Kya unko airport me ticket mil jaayegi …..". Then the phone went to mute
Wow, is this how you talk about your customers? What right does he have to call my friends a 'bakra'. It is none of his business to pass comments on us.

After a while, Tejinder unmuted the phone and got back to me. When I inquired about why he called us a bakra, he denied it and said that he was not talking about us, but about someone else.

Then I asked him to connect me to the supervisor. He agreed and turned around (without muting the line) and told someone in hindi ' usne, mujhe bakra bolte huye sun liya.' . After some low back ground conversation, the phone went mute. Before the phone went mute, I think I heard him asking one of his colleages to talk to me like a supervisor.

I spoke to the supervisor Pradeep Pandey and complained. He too denied the incident and apologized.

I regret having booking a ticket on goair which doesn't respect the customers. Please take action

Regards
Nagendra HK
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This is the response I gor from goAir

Dear Mr. Nagendra
Warm Greetings from GO Air!
Further to your email, we are sorry to hear about your unpleasant experience at Call Center.
We empathize with your concern and apologize for the same. We wish to inform you that we have terminated both the representatives after listening to the call recording. We at Go Air, always believe and are trained to put our Customers first. A seamless, comfortable travel experience is what we aim to go about every time. At times, as in this instance, we do fall short. Feedback such as yours helps us improve. We hope you shall view this as an exception and consider giving Go Air an opportunity to welcome your aboard once again.
Mr. Nagendra, we once again humbly request you to treat this case in isolation it deserves and do not let it deter you from patronizing Go Air. We would appreciate if you could grant us another opportunity to serve you better in near future.
For further information on Flight schedules / fares / booking, please revert to us at feedback@goair.in or contact us at 1800-222- 111 / 9223-222-111. We would be glad to assist you. We would request you to frequently visit our website www.GoAir.in for updated information.
Thanks and Regards,
Aparna Desai
Customer Care