[Resolved]  Jet Airways — bad customer service on flight delay

I was a pretty loyal customer to Jet airways till 25-Mar-09, but not any more after the horrible experience interacting with your staff at bangalore airport. Here are the details about the most horrible experience ever experienced by me and my family on 25-Mar-2009

Myself, my wife and our 7 month old kid had to visit Chennai for VISA stamping.So I had booked the tickets for 3 o[censored]s on following flights through makemytrip.com

25-Mar-2009:
from : mangalore(IXE) to: Bangalore (BLR) - Jet Airways flight #9W3564 scheduled departure: 19:00 hrs - arrival at 20:00 Hrs
from: Bangalore (BLR) to: Chennai (MAA) - Indian Airlines flight # IC0544 scheduled departure : 21:00 Hrs - arrival at 21:50 Hrs

On the Day of journey (25-Mar-09), I get a call from Jet Airways Mangalore airport staff saying our flight (9w3564) is delayed by 30 minutes and I mentioned them about my connecting Indian Airlines flight from Bangalore at 21:00 Hrs IST. They said that, the flight is delayed only by 30 minutes and we can still make it to the Indian airlines flight at 21:00 Hrs to Chennai. I told them that, If at all we miss the Indian airlines flight IC0544, Jet airways have to make proper arrangements for me to reach Chennai on 25-Mar-2009 itself as we had the VISA appointment at the US consulate at Chennai on 26-mar-2009 in the morning.They said that, since the delay is only 30 minutes, they can't do any arrangements if we miss the flight and told me to come to the mangalore airport and talk to them in-person.

We reached the Mangalore airport at 18:00 ~ 18:30 hrs IST and the Jet airways Ground staff at the Mangalore airport were very friendly and very helpful. they told me that, they have informed the Jet airways staff at Bangalore airport to collect out boarding passes for the Indian airlines flight (IC0544) and the person with the boarding passes will help us in making to the flight IC0544.

In reality, the flight was not delayed by 30 minutes, it was delayed by 50 minutes and took off from mangalore airport only at 19:50 hrs and landed at Bangalore airport at 20:50 Hrs (10 mins before the scheduled departure of our flight (IC0544) to Chennai. When we got down from the plane, one of the Jet airways Bangalore ground staff members approached us with the boarding passes for our Chennai flight #IIC0544 and as we approached the Indian airlines check-in counter, he told us that we have missed the flight and now it was our responsibility to talk to the Indian Airline staff at Bangalore airport and claim for the refund of the tickets for missing the flight and then purchase the tickets for the next jet airways flight (9W466) at 22:45 Hrs. I was very furious on this comment and asked him that it was the responsibility of Jet airways to arrange an alternative for us to reach Chennai as it was due to Jet Airways fault, we missed our onward flight to Chennai. He then asked us to wait and called the Duty Manager Ms/Mrs Meher who was never ready to understand our situation instead was explaning us her situation that she cannot do much except asking us to purchase tickets for the next jet airways flight (9W466) at 22:45. Hrs. If we hadn't missed the flight (IC0544) to Chennai, we would have been in our Hotel Chennai by 22:45 Hrs and we were traveling with our son and the options she gave us were

1)purchase tickets for the next Jet airways flight to Chennai --OR--
2)Wait in the airport whole night and board the next Indian Airlines Flight to Chennai on 26-Mar-09 morning. -- this wasn't an option while travelling with family and kids and I am not sure why did she recommended this option to us

I asked her, if she can allow us to travel in Jet airways flight to Chennai without asking us to purchase the tickets as it was due to their delay we missed our flight - she said "NO" for this.

Finally when I asked her if she can at-least arrange for the re-reimbursement of the Indian Airlines ticket, she said "no" she can't be of any help here as the tickets were purchased through an online site it was my responsibility to follow-up with the site and Indian Airlines to get my money back.

At -last with no option left for us I had to purchase the Jet airways ticket for flight (9W466) at 22:45 Hrs and we reached our Hotel at midnight 00:30 Hrs.It was most horrible journey of my life.. I never expected such an ill treatment by the Jet Airways Staff who could do nothing to help our situation. The worst part is my family and I had to experience all this pain just for the fault of traveling through Jet airways. I had to spend more money from my pocket for the delayed Jet airways flight. I will never ever fly with Jet airways and will never recommend it for any of my friends and relatives.

Thanks for such a great customer service from Jet airways staff.

Hats off to Jet Airways and its hostile staf[censored]

- Naresh Monthimar