[Resolved]  Jet Airways — Inflight service

I am taking the time and making the effort to write to you in the hope that you will take notice of your airline system that did not work for me and am sure of other travelling and paying passengers. I work in the Foreign Office Westminster and have travelled extensively for the last thirty three years.

I flew out to Mumbai on Wednesday 3rd November, 2010 on Jet Airways JW117 out of London Heathrow which arrived on time and I was impressed. Not to mention the food on the flight needed a lot to be desired. I don't understand what is it about Indian air carriers and paneer, personally I think it is a bit of a cheap snake. And for breakfast we were served with french crossaint which were burnt and crusty. This was a fault of the crew as they must have over heated/run the aircraft ovens. The flight arrived in Mumbai on schedule at 11:30 which I was impressed.

I was scheduled to fly to Ahmadabad at 12:55 on flight 9W2049 4th November 2010. As it took hour and half for my luggage to arrive, I missed my connection to Ahmadabad and I was then rebooked on your next flight 9W2003 to depart at 17:50. I thought my original transit connection of one and half hour, this was too good to be true. I was now left to wait at the domestic airport Mumbai for almost seven hours. Flight 9W2003 finally took off at 18:15. Although I was given a coupon to check in at the airports restaurant where the food and drinks were available but very restricted to choice.

When I boarded flight on 4th November, on flight 9W2049 I did not realise that I was flying amongst budget fare paying passengers. On the flight I asked the stewardess for a can of coke I was then asked to pay Rs: 50.00. I explained to her that I was a full fare paying passenger flew form London and missed my connecting flight and therefore have been booked on this flight. I have never seen, in my experience, a can of coke held at a ransom of Rs: 50.00. At no point did she consult the senior flight crew member. I was shocked to say the least especially when I had heard all the wild and wonderful things about Jet Airways. This was the first time I had flown Jet Airways and to be treated as third class passenger. I was gob smacked. Seventeen hours later arrived in Ahmadabad at 19:15.

My return flight from Ahmadabad 9W0333. We were serve breakfast. Maidu vadu and sambhar was congealed and disintegrated and the dhosa was not the best by appearance to feed my eyes let alone my face.

I boarded my return flight 9W118 to London from Mumbai on 2nd December, 2010. And surprise surprise vegetable biriyani with paneer yet another cheap snake. A snake before landing in at Heathrow, well if you call it snack. It was two pieces of idly which was hard and rubbery with that was a lump of something with chick peas. This was inedible and to excuse my english vocabulary, was reminiscent to a piece ----.

The airline prepares the menu to be served on flight and the cabin crew is then left to put up with the backlash as they are in the forefront to face the rudeness and insults from the passengers. Quite often passengers leave their meal and do not bother to complain. I always make a point to write to air or other carriers when I am either delighted or devastated with the meals and its service in order to improve in the areas. I was rather impressed with the impeccable departure and arrivals times apart from Mumbai to Ahmadabad flight but the meals were far from meticulous.

In my professional and personal air travel I have flown so many different airlines including Air India but I never thought that I would say this but Air India have most certainly put your airline in-flight service/food to shame especially in the light of increasing customer demand. At least with Air India, Virgin and British Airways have more decent food than yours. Very often passengers do not bother to complain but leave the served food on their turntable only to be taken away by the flight attendants and do not bother to complain. I hope, in your findings, Jet Airline will acknowledge there are areas for improvement. Your airline have a system in place but if the system does not working for the fare paying passengers then the system needs to be changed that works for the passengers. If not you are failing your passengers miserably and are being short changed.

Apart from a usual letter of apology, I will be delighted to hear from Jet Airways how you intend to restores my confidence in your airline.