[Resolved]  Jet Airways — Baggage Loss

My friend flew Jet Airways from SriLanka to New Delhi route on 26March,2011. When they landed at New Delhi Airport they try to find out the luggage but not able to find after that 1hour they launch one complaint at the Loss Baggage counter of Jet Airways they people says we will find out then call you on mentioned numbers as per given by you. Almost week are gone but i have not received any call from Jet Airways office regarding Baggage. If i try to connect with Jet Airways peoples for finding my friends luggage they are saying we will call you back in 10-15min but nobody call me back. In the Luggage so many important things like documents, clothes ,Jewellery etc. It was an utterly poor & pathetic service from the customer service where I followed up with them each and every day.
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Aug 13, 2020
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As you can see, I too have faced many problems and the kind of answers given by Jetairways . Please see the mail written to them and the response given

[protected][protected]

I travelled by 9W812 from Bangalore to Delhi on 23rd Oct 2011 . When I picked up my baggage from the conveyor, I found that the back of the baggage was going in . It was supposed to have a hard back . I then went to your customer services counter and met a very rude person by name Rohan . He did not bother to even check what the problem was and simply said " Ther is no problem with your strolley . You can still move your handle up and down . These things are normal, the loaders will throw the baggage into the aircraft and to the vehicle . So it may have these damages . We can't do anything about this " I asked him to come out and have a look, which he reluctantly did and after that also maintained the same story . I asked for his name and was about to leave when I saw another person Vishal who was polite and said the same thing that Rohan said . However he did offer me a feedback form to write my complaint . I then filled teh form and gave it to Rohan to put it in the box, he just kept it on the table . I told him to put it in the box which was below the counter . He got very irritated with that . He did put it under the table, not sure it went into the box . I then talked to your contact center and a person by name James told me to write to these email ids . I went home and took the pictures of teh strolley after removing my clothes . Attached is a picture of my baggage and the copy of the letter I wrote .

Please ensure that it is repaired / replaced . Also please do not have such rude people at the counters . He did behave equally bad with another passenger who had reported a lost baggage

[protected][protected]



Dear Mr.Shriram,
At the very outset we would like to thank you for your valuable time in communicating with us and are disappointed to note the inconvenience caused to you due to damage to the baggage as mentioned by you in the comment form when you have traveled from Bangalore to Delhi on Jet Airways 9W812 on 23rd of Oct 2011.

At Jet Airways / Jetlite, it is never our intention to inconvenience our passengers. We train our loaders on how to handle passenger baggage with due care. Hence, we note your grevience with great concern and have briefed all staff and loaders to take additional precaution to ensure that we do not cause inconvenience to our valued passengers.
However, we wish to mention that we would not be able to compensate / entertain any claims for baggage which may show signs of fair wear and tear as a result of normal baggage handling, including but not limited to minor cuts, scratches and dents or damage to items protruding from the baggage such as handles, wheels, labels and straps.
May we request you to view this incident in isolation and not representative of our services we endeavor to offer our valued passengers.
Notwithstanding the above, we look forward to your support and continued patronage of Jet Airways.
Sincerely,
Baggage Services Unit
Jet Airways (I) Ltd.

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