[Resolved]  Jet Airways — Damaged baggage not replaced despite promises, 5 months passed

1. I traveled by Jet Airways flight no. 9W 0812 from Bangalore to Delhi on 12 June 2008. As a result, my checked baggage (hard top trolley, brand new, purchased from outside India) was totally damaged. Mr Deepanshu from Customer Services posted at Delhi airport (at about 10 pm, 12.6.08) assured me that the trolley has to be replaced and would be delivered (vendor would come with 3-4 similar trolleys and one can be chosen) at my residence the very next day.

2. Nothing happened. After about two-three weeks some one called from Jet airways and requested me that the damaged trolley should be handed over to the vendor first. I agreed but requested for a receipt (as I wouldn’t have any proof that trolley has been collected from me). After lot of persuasion, the caller agreed.

3. Nothing happened. After 3-4 weeks, Ms Dalia rang up two times and requested as above (point no.2) and again after lot of persuasion agreed that damaged trolley would be collected against a receipt and new one would be delivered at the residence.

4. Nothing happened. I lodged even a written complaint in the register kept at Delhi airport Customer Services’ counter and also requested Mr Amitava Kundu, Senior Asstt., Customer Services who promised that within 48 hrs the trolley would be replaced.

5. Five months gone by, nothing has happened so far. In between I have tried to contact senior officers but the access was denied by above named officials (moreover, each one of them posed themselves as the ‘Senior Officer’).

Five months is extremely long period for a simple issue like this! Why the promises are made and false assurances given to the customers? Why the customers are not allowed to access Senior Officers? OR IS IT THAT SUCH GUIDELINES ARE PROVIDED BY MANAGEMENT ITSELF?

May I request the ‘Management’ to look in to the matter SERIOUSLY and take action against the erring officials under intimation to me?