[Resolved]  Jet Airways — LOST LUGGAGE

Address:

Mumbai Suburban, Maharashtra

My name is Shivani Desai. I’m a Citizen of India and a resident of Mumbai.

I am a well travelled individual and for the past many years, have had high regards for service and comfort that I have received while travelling on Jet Airways. I’m a great fan of the food served and the warm smiles I have always received on your flights.

I travelled from Mumbai to Vadodara on the 5:20am flight # 9W 2055 on 1st May, 2011 – Sunday via Jet Airways. My PNR was BPFZDM and my seat number on the flight was 32A and my Daughters was 32B.

I am reporting the loss of my bag the description of which is herewith:

1/ Color : Black
2/ Brand : Skyline/Skybag
3/ Id : Red colored ID on side handle from Emirates. Name of Saurabh Desai and Address
4/ Other Id : Golden Ribbon tied to side handle
5/ Weight : Was weighted at 24kgs at check-in

Please note : I have reported loss of this bag on 1st May, 2011, BEFORE boarding the flight.

Here is a list of everyone I have spoken to or dealt - with and about - the loss of this bag and the entire issue:
1. Checked –In by : Reshma Poojari
2. Supervisor on Duty at Check – In : Nilofur
3. Boarding Assistant 1 : Sagar Sawant & Daniel
4. Boarding Assistant 2 : Madan Sethi/Shetty
5. Airport Staff at Baroda : Ojas Date
6. Duty Managers :

1. Chhaya (Don’t know her last name)
2. Dharmenda Pabla,
3. Reena (No Last Name),
4. Mr. Kumar
7. Lost Luggage Assitance : Atul, Firoze, Rati
8. Customer Service (Baroda) : Nirav, Tejal

Reshma Poojari checked me in, on this flight, without tagging my bag in my name. As I have been informed by Madan, Ojas and Chhaya, she conveniently FORGOT to add the bag to my name on the systems and hence, did not give me a luggage tag. I have reason to believe that this is a SERIOUS training issue and a faux pas situation for an airline staff!

When I informed this to Madan Sethi BEFORE boarding, he convinced me that there are 90% chances that the bag would be on the same flight, in another passenger’s name. So he persuaded me to board the flight immediately to avoid any further delay on the flight or get off-loaded!! Since my daughter was having fever and my harrowed state of being, I chose to prioritize her well being and made the trip.

At the Vadodara airport, I naturally couldn’t find the bag – as it was just not there! Ojas Date was very kind and helped me very patiently. He, Firoze and Rati are still the only ones who are listening to me and speaking with me.

Now, I have made umpteen number of calls through the past two days, have suffered mental and physical trauma and have been forced to go “emergency” shopping in Baroda adding a ghastly Rs. 7000 worth of expenses to my budget. To this, the only responses I have received is that a “trace” has been opened and there have been “not found” responses from various stations. Today, I got to know from Firoze that the Baroda customer care, hadn't even opened a trace in my name!!!

My question is – WHERE IS MY BAG??

It has medication needed for my daughter; it has various commodities for my stay in Baroda for 10 days and I NEED MY BAG!

In the past two days, I have only had empathy and patient responses from Ojas Date, Firoze, Rati and Chhaya. No one else seems to be picking phone calls. I have had my call disconnected – may be for various reasons – and am constantly being given customer service statements that are not convincing.

Who is responsible for the loss of my bag? And when will I have a resolution to this?

Please know I am in the service industry myself and know the norms of dealing with customers. I may be JUST ANOTHER customer to any of you. However, “I AM” your customer. I want to know the status of my bag and when and if I will receive it.






At the end of my patience’s limits
Shivani Desai
+91 [protected]