Jet Airways — unjustified cancellation of my 2 yr old child without any warning or notice itin[protected]

Address:	Mumbai City, Maharashtra, 400099
Website:	www.jetairways.com/en/in/jetexperience/offices.aspx

Pasting the original email I’ve sent to jet airways after a 5 hour long call a night before with Expedia and jet airways.
I haven’t seen any satisfactory response to the below email yet and it’s been almost a month...

Quote “

Hi Jet Airways.

You Cancelled my Daughter’s return flight from BOM to TOK in an unfair, unprofessional way without my authorization.
Neither did you have the courtesy to warn me or even notify me in advance.

I was forced to purchase a brand new ticket all over again for her spending nearly 50, 000 YEN and I claim full refund plus compensation for all the trouble, hassle and inconvenience you guys have caused.
I had to spend nearly 5 hours on the phone speaking with Expedia and Jet, as an attempt to resolve this issue.

This is absolutely ridiculous and unless I am given a fair compensation, trust me I will escalate this further and beyond yourselves.
I will also be emailing DGCA and ANA, for informing them how you guys are screwing up ANAs reputation.

People like myself, book your Jet + ANA code-share, assuming you to match ANA quality of service.
Your code share is getting books only because you have ANA associated with yourselves.

I know this is a long email, but please read every word before attempting to reply.

Background :
Me and my family planned a trip to Europe via the below multi-city booking done on expedia : details below.
Unfortunately I happened to choose the Jet + ANA code share flight, relying on my excellent experience with ANA in the past.
But I was massively disappointed with Jet.

My wife and my daughter Anika Took the first Leg #1 out of Tokyo on 27th March, with a travel + medical insurance expiring on 18th April.
Having spent a few days with my family in India, they were scheduled to take the Leg #2 to Amsterdam to start our family vacation. (I flew separately via Qatar )
However due to unexpected health issues, My daughter could not join us for the Europe vacation and unfortunately had to stay back in India missing Leg #2.
My wife informed the same to the Jet staff at checkin from BOM on 31st March during Leg #2 and again at check-in at AMS for Leg #3 on 16th April.

Then on 16th April at 19:20 JST I receive an email from Expedia informing me about jet having cancelled my daughters flight Leg #4 back home to Tokyo !!
You need to realize, my daughter Anika is 2 years old, and cant fly unaccompanied and resides in Japan.
Her medical insurance is only valid in Japan.

How did you have the audacity to cancel a child’s ticket a day before the actual flight.
If a customer has flown out of a country, what sense does it make to cancel their return flight back to their home country !!!
Had my wife taken her un-cancelled Leg #4 back home to Tokyo, what do you think I could have done to get my daughter to fly back home ?
I can’t book a ticket for her for another day to fly unaccompanied, can I !
What if the flight would have been fully booked ?

Luckily I read the email on Monday and immediately called Expedia and subsequently yourselves and spent 4-5 long hours trying to sort this out.
I spoke with Sumit and his manager Vikas Vishwakarma in your customer care center all in vain.
They slapped airline policy in my face as an excuse to do this pathetic action by Jet, I mean really !

The only option I was given, was to book a brand new ticket on the same flight which costed 48, 700 JPY !
And had I missed reading your email, Anika would have not been able to fly back at all !

This is sheer unprofessional and unethical behavior on Jet Airways part.
You literally extorted money out of me and trust me I’ll do everything in my capacity to make sure you guys have to pay for this, unless I am offered a suitable compensation.

I need a redressal of this issue at the earliest and do not even try blaming this on Expedia. The cancellation was done by yourselves and I expect you to fix this.

PS : Even if there does exist some such ridiculous no-show policy, a good airline would do one of the below .(Im sure ANA would have never done this to anyone)

1. Waive off the now-show triggered cancellation policy considering the situation here involved a RETURN ticket for a child who can’t fly unaccompanied all by herself on a different flight.
2. Take note of the verbal intimation my wife had been giving to your ground staff repeatedly on Leg #2 and Leg #3 and do the needful proactively to avoid the cancellation or at-least notify her of the risk of this happening 16 days later.
3. Had you cancelled Leg #3 after a no-show on Leg #2, after duly informing me, that still might make some sense from a security perspective.
4. Notify customer of such a risk by calling him and not notifying his travel agent by email 1 day before the affected flight.
5. Notify a customer as much in advance as possible. If you were informed on 31st march, why was the cancellation done 16 days later on 16th April !
6. Allow free rebooking to correct your system limitation.


Excerpt of the email I received from expedia at 19:20 JST on 16th April:
Passenger(s): ISWALKAR/ANIKA
エクスペディア Itinerary Number:[protected]
Jet Airways Confirmation Code: KYNLTU

Dear エクスペディア Traveler,

Jet Airways made the following change(s) to your itinerary:

* Cancelled 1 of your flights.

Leg Details :
Leg #1 : NRT BOM : Tue, Mar 27
Jet Airways 4143 operated by ALL NIPPON AIRWAYS

Leg #2 : BOM AMS : Sat, Mar 31
Jet Airways 232

Leg #3 : AMS BOM : Mon, Apr 16
Jet Airways 231

Leg #4 : BOM TOK : Tue, Apr 17
Jet Airways 4144 operated by ALL NIPPON AIRWAYS

Abhishek

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