[Resolved]  Jet Airways — Unfair harassment by Jet Airways

Dear Sir,

We (me along with a colleague) were scheduled to fly Mumbai to Delhi on Jet Airways (fl no. 9W 2059, dtd. 25 Jan 2010). We were a little late in getting to the airport, but were able to reach by 18:35 to catch the 19:10 flight (delayed 15 mins for some reason). I did a usual check-in procedure and security check and got thru to the waiting area before boarding.

When we got there, we saw that the screens displaying the flight status were showing “Security Check” for our flight. Please note that no boarding gate number was being displayed. Estimating that it should take about 15 minutes for boarding in any case, we went to the Café Coffee Day in the same premises to have a coffee. Once back (by 19:05) we again checked the boards which were again showing the same status. All of a sudden by 19:15 the status changed to “Departed”. On enquiry at the gate, we found that our flight left at scheduled 19:10 timing after offloading our luggage.

On checking with gate, we were told that our names were paged a couple of times, however we were not able to hear them as the announcements are not audible in the Café Coffee Day area (probably due to televisions playing with sound on). The people at gate argued as if it was totally our fault that we did not check with them from time to time (at that time there were at least 150 people sitting there and watching the same screens for status updates, I wonder how he will react if each one of them keeps coming and asking for status). Whatever was being displayed on the status screens was not their responsibility at all. If at all we were upset, probably we should make a complaint with GVK people.

We politely reasoned with the supervisor at the check in desk, but he refused to budge. At last he told us that we could get accommodated on the Jet Lite flight S2 0120, but we will have to pay the difference. After speaking with Kim and Mayur at Jetlite and Jet Airways booking counters (being made to run around the two booking counters) we found that the difference cane to Rs 1350 per ticket (why? Again I don’t understand. My original scheduled ticket cost me more @Rs 5455 than the price of the Jet Lite ticket that was going @ Rs 5280 at that time). We again tried to reason with Mayur but to no avail. Eventually we paid up and got the new tickets.

Once we got back to the check in area, we found another group of people who had the same experience (there were more such people from the discussion between the check in staff that I overheard). They had missed their flight 9W 361 to Delhi while they were in the Croma store at airport (so obviously this is not a rare happening as it was made out for me). Pretty much the same situation except that they were on a different flight. These two people were again asked to pay the additional charges (just like us), but they literally shouted and abused your staff sitting out there. To this the lady supervising the JetLite counter, (in front of our eyes) agreed to give the boarding pass without any payments or any harassment that we had undergone.

Am I to understand that my being polite with Jet staff was what went against me. I need to shout at, abuse and be rude to your people to get something done which was justifiably my right under the circumstances. Is fairness too much to expect from Jet Airways. Or is this some kind of a scheme to make money out of stranded passengers, who in the first place are stranded because of your mistake.

I was a first time flyer on Jet Airways and was excited because of its reputation for great service experience. However, what I underwent left a bad taste in the mouth. I have not option but to recommend my office Traveldesk and colleagues to avoid Jet from now on. At worst, if there is not other option then probably they should know the right way to treat your staff.

Hopefully, this mail helps you improve your services and others get a much better treatment

Regards
Gaurav

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Gaurav Singh
Manager IS & BS

RFCL Ltd., A-3, Okhla Industrial Area Ph -1, New Delhi 110020
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