Jet Airways — Failure to provide a Wheel Chair

Address:

Ernakulam, Kerala

I and my wife travelled on Jet Airways on 13/02/15 (Kochi/Doha) on business class (Seat Nos. 1A & 1C). We formally place a complaint based on the following: a) I have undergone a surgery and had requested Jet Airways to make available a Wheel Chair. This is confirmed by Jet Airways. As I have requested a special request, Jet Airways did not allow me for web check-in while my wife was allowed for web check-in and been issued with a boarding pass. We have contacted Jet Airways and they have confirmed that the denial for me is due to a special request being placed. This quantifies that Jet Air has recorded my requirements. b) Front-line staff at Jetairways failed to provide me a Wheel Chair and they ignored our request. Again, we have requested a wheel-chair at the pre-boarding gate, and the staff at the gate just ignored my request. I had to take the stairs at the airport and at the aircraft with much difficulty and causing me severe pain c) I have reported the matter by email to Jet Airways on and got an acknowledgement stating that Swati Aggarwal will revert by March 2, 2015. c) I received an email from Swati Aggarwal, Guest Relations on February 25, 2015 (Ref No: BOM/CC/SA/160215/3381043 dated 23/02/15) and we quote their reply below: 1) "Please allow me to share with you that the check-in staff facilitates guest with required assistance as the system mentions the necessary annotations. As the booking also confirms that the wheelchair request was updated, we find that due to system glitch it did not reflect to the check-in staff on the day of departure. While this certainly cannot be used as an excuse for any service delivery that you expect from us, we sincerely regret the happening. We expect our staff to be efficient and have helpful approach at every point with our guests. Therefore it further concerns me to note that the handling of your request at the pre boarding gate was quite contrary to the standards that we have set for ourselves. We have shared your feedback with Kochi and Doha Airport Manager to brief the staff to be extra careful with such requests". This is a very serious matter showing: a) lack of attention to passengers requests b) negligence by the front line staff even though we have reminded. If at all there was a glitch, they should have cross-checked c) pre-boarding staff were negligent on passengers request resulting in denail of requested services d) we are business class passengers paying higher fares and we could understand how demeaning their attitude towards economy class passengers Considering the physical difficulties caused to me for climbing down the stairs at the airport, boarding the bus, and eventually climbing the aircraft stairs and for the negligence by Jet Airways, we raise a compensation of 100 times of fare that we paid for our travel (Kochi/Doha) on 13/02/15. Regards, Zacharia Mathews and Shirley Zachariah QP (DM), Box 3212, Doha - Qatar Email: [protected]@yahoo.com Mobile[protected]