Jet Airways — Unethical behavior and mental torture

Website:

www.jetairways.com

I am writing this letter on behalf of my sister, Khadeeja Faattin Hassan, who was a passenger supposed to travel the jet airways flight 9W594 on 18/11/2015 with PNR No LFLVDI.

There were 4 passengers on the ticket on the same PNR which includes 2 infants.

The flight was supposed to take off at 11:30 hrs for which the passengers reached 3 hrs before the scheduled departure and the baggage check-in was done .but later, the staff of jet airways prevented my sister and co passengers from passing through emigration and did not allow them to board the flight to Doha, Qatar.The reason said was, that my sister did not have a residence permit of Qatar (the other passengers were on tourist visa).This is not true as the residence permit was stamped and in her passport but the jet staff was convinced that it was not valid.
I wonder how someone can be this ignorant?
My sister repeatedly told the staff, that the RP is stamped and it even had a validity of 3 years. But the staff were not even ready to listen her. I would please request you to train your staff on how deal with your guests. Especially the case of your Station Manager at Trivandrum airport, Ms. Joy Chitra Roy, she was not even ready to listen to what the passengers had to say.
Is this the way how you treat your guests?
Haven’t trained your staff to polite behavior with customers and to listen to them first before making such rash moves?
Finally the passengers were not allowed to board on the flight and the flight took off without them.

Is this the way how you treat customers?

Especially two ladies with two infants with them. They were made to run around the airport with nobody sensible enough to listen to their part. Is this the additional care that jet airways offers to mothers and children? They should have at least listen to my sister who has been travelling to and fro from Doha for past 16 years.

One question arises after this incident,
Is this a strategy of jet airways to get rid of passengers when they have overbooked their flights?
And is that why they chose the easy targets, two women with 2 infants so that there would not be much resistance?

After this incident, after the flight had left and four hrs. Later the countless efforts of to talk to someone sensible in the office, the staff now say that, it was their mistake and my sister has a valid RP and can travel to Qatar without any issues and they issued ticket for the next day’s flight. But is that enough? After all the harassment and hardship faced and the entire day lost due to ignorance from the staff on your side, just booking a ticket on the next day’s flight? Is that fair enough?
After the issuance of new ticket for the next day, next day at the airport, the staff harassed the passengers denying them the boarding pass asking for additional papers such as passport copy of husband – completely irrelevant to travel and procedures as means to torture the mentality of the passengers in retaliation for the complaint that we have lodged yesterday against the injustice faced by us

Is revenge tactics is a new policy of jet airways to prevent customers from complaining about the harassment faced by them?

Otherwise how can something that was not required the previous day for issuing of boarding pass suddenly be needed the next day without which boarding pass is denied.

When your airline charges thousands of rupees from the customer, if we try to change even a small detail on your booking, what happens to the customer if the airline messed up?

I hoping there would be adequate compensatory measures from your side also please educate your staff on how to deal with your guests, a humble request from my side.
I would like you to note that, in the 15-20 years of air travel that myself and my family have had, this is the first time that such a horrible experience has happened from the side of any airline. Really it made us regret the decision to choose jet airways.
I would like for strict action to be taken against these unfair practices by jet airways to, damaging the morale of passengers
Please note that if adequate compensatory measures have not been initiated by jet airways.
I am hoping for a favorable reply from the authorities of jet airways as soon as possible.