[Resolved]  Jet Airways — Delay in Flights and service of staff

August 29th 2011

Myself,my wife and two kids (PNR Nos 9W/JHYSSN,9W/JJRJAA,9W/HHAIQW) travelled to Canada and USA from 08th August 2011 to 27th August 2011.
We were lucky enough as the flights moved smoothly on our onward journey.
On our return journey we departed Kennedy airport in New York,USA on 25th August at 18.30 hours by Jet airways flight 9W 225 to Chennai and had a break at Brussels airport for 3 hours. The onward journey stared from Brussels around 10.30 hours on 26th August 2011 and was scheduled to arrive at Chennai airport by 23.50 hours on the same day. Unfortunately there was some delay in landing to Chennai Int’l airport and Captain Malhothra announced that there was not enough fuel in the aircraft to last the delay on air and hence decided to land the aircraft to Bangalore airport by about 1.10 hours on 27th August 2011.
We had our connecting flight to Colombo from Chennai airport scheduled at 1.30 hours on 27th August 2011 and due to the above circumstances we missed the connecting flight.
While at Bangalore airport we had to stay in the aircraft for another 4 hours until the Jet airways management decided to get down a new crew from the flight that was scheduled to land in Bangalore from Mumbai around 4.30 hours and re-fuelling.
The communication with the passengers were very limited by the Jet airways flight staff despite various attempts to contact the top level staff and I must confess and all the passengers felt uneasy and unhappy.
The aircraft ultimately reached Chennai by 7.00 hours on 27th August 2011 and we were made to suffer in the lounge for another 12 hours or more until the next aircraft to Sri Lanka was due at 18.30 hours (9W 0252)on same day. That flight too was delayed and by the time we reached Colombo it was around 21.15 hours. We were told that due to rules of immigration in India they are unable to provide any hotel accommodation outside the airport (There is no such facility at the airport itself.)
The managers on duty gave us false promises and again did not give us enough information as to what would be their plans for arranging us another flight.It is worth mentioning that the ground staff who welcomed us on arrival to Chennai was unaware of the delay in flight.
As you may understand that this was a great physical and mental harassment to both o[censored]s and the kids as by this time we have been travelling for more than 36 hours and had to sit on a couch for the next 10 hours or more.
We were scheduled to be at work by afternoon on the 27th August 2011 and we missed a valuable day’s work.

Overall both o[censored]s were very unhappy about the care and service given by your staff when the passengers were in a difficult situation and hope your management would make sure that these situations would be handled smoothly in future.