[Resolved]  Jet Airways — Damaged Baggage

I trvalled to Srinagar on 4th Jan 2010 on 9W605 and on arrival in srinagar found my baggage to be damaged. I carried a american tourister suitace with four wheels and one of the wheels was missing. I immediately brought this to the notice of Mr. Zahoor - [protected] at the airport who asked me to take it to the hotel and they will collect it from there with the form for repairing it. I got a call from their office that they will only be able to repair it in Delhi and that too with a local wheel. I asked them to take the same and send it for repair to delhi and deliver it to my house in Chandigarh. They did not pick up the luggage and on calling up they told me to settle the same in cash. I asked them how much money they are willing to offer and the reply was Rs. 400.

I want to know what rights i have against the airlines to get my baggage repaired and sent to my house.

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 .

I have written 4 times to them and the response received after I copied some senior staff is as below :
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.

Jet Airways — Improper Handling of Baggage

Hi my name is Vaibhav Biyani.
Had recently travelled in Jet Airways Flight from Delhi- Bangalore(Jet Lite) on 15 December morning 9.05am flight.
While taking the baggage from the conveyor I found that the trolley handle was completely broken leaving no pieces behind.
Have been complaining to them from last couple of days but to no result.
They answered that we do not give claim for things protuding out as they can be subjected to wear & tear.
But as per general awareness it is known that trolley handle always has a socket in which it is inserted and does not protude out.
So how can the company say that we cannot give the claim.

Had called to number of people and mailed a number of times at jet customer care but to no response.
They have one line which they copy paste is that things PROTUDING out cannot be claimed.

At airport they took images of bag which again shows that it was not.And after that they stopped responding. Whom do i contact & explain????
Now the bag is of no use and what should i do with it.

I belong to retail industry and we value our customers, but here things are different.
Now am in a dilemma what to do against them?

Regards,

Vaibhav Biyani
[protected]