India Jet Airways Airline — Denial of flight change and denial of my full refund

Address:

New Delhi, Delhi

I am MM, an IITD visiting student from University of Cape Town in South Africa. I have booked a return flight from Jet Airways Airline and here are fight details: ticket no (E-ticket[protected]C1/321-322, confirmation no FIQBVM. I have been calling this airline stuff to change my bookings from 30 May to 30 June since my tertiary research work is recently extended till 29 June. None of them could help me except taking me from pillar to post. The last answer I got from them is that I should cancel their flight and get only R700 out of R3050 that I paid their airline. This is ridiculous to me because I cannot afford any other airline with that amount, given that I am a student. Firstly, it is not my choice to cancel their flight; I just wanted them to change my bookings to later stage and there is no wrong in doing this as I have been doing it my whole life with other flights and never experienced this ridiculous drama. I understand that their airline routes to Johannesburg was suspended and I feel pity for them but as a customer that should not convenience me in anyway considered that I was not informed prior booking. If they informed me prior booking of their airline in February this year, I would have booked another airline in the first place. I think they should do what they swore to the Times of India newspaper "Jet Airways will work closely withe its interline partners and ensure affected guests are re-booked on alternate flights for their travel from June 12, in order to minimize inconvenience caused," . Yes, my return flight is on the date before 12th June but that does not mean that I could not change my flight to later stages. I cannot leave the date before I finish my very important project for my degree (so they advised me) because of their predicament.

I have started calling their stuff since Wednesday 24 May till today, yet no effective response was considered and my ticket will soon expire before they do what they supposed to do without me begging them. On Thursday, I have called their office in New Delhi (G11/G12, Outer Circle, G-Block, Connaught circus, Connaught place, 110001) and spoke to Elizabeth Samrah (mind my spelling if it is wrong) who referred my call to Reshma who understood my situation but explained that she couldn't do anything, but advise me to go straight to the airline counter at thee Airport. I went there on the same day and spoke with the lady who was working on the ticketing counter who I explained the matter to her and asked her to change my flight ticket to 30the June 2012. After a long time of checking on her computer, she told me that she is sorry as she cannot do a change as their airline is no longer operating to Johannesburg and I should cancel my flight and get ~R700 out of the entire amount I paid their airline. I did not believe she also said that and I told her I cannot do that and I want full refund so I can afford another airline. She then called her colleague, a man this time, who said there is nothing they can do and gave me the email address ([protected]@jetairways.com) so that I can e-mail their manager or boss who makes decision and he or she will solve this matter. He even promised that I will get respond immediately. I did that immediately and yet no response till today. This comes as a poor service for me and negligence responsibility of their company to their customer. I had paid INR600 of my food to visit their airport for assistance and this is the treatment I get. Now I have to go back to airport and pay another taxi fare to speak to them again as their boss or manager is not responding my e-mail. My ticket will get expire soon. I am a foreign student who should worry only about my education here in a foreign country, but now my stress is being added on by some poor service of Jet Airways Airline.

I am writing to you for some advise and assistance of getting this airline to do what we call "good customer service" and connect me to their inter airline partners as they promised or at least give me my full refund so I can afford another airline. I got a good service in their airline when I was coming to their country here in New Delhi, but now I am very disappointed on them about this matter and this fade every praise I ever gave them before.

Hope to hear from you soon.

Yours sincerely,

MM