[Resolved]  Jet Airways — Worst customer service for online booking!

Our Ref No: BOM/CC/DK/061207/3321457

Mr Binod Basnet

Email: [protected]@verizon.net

Dear Mr Basnet,

This has reference to your email of date in response to our communication of 11th December 2007.

We regret that our previous response was not to your satisfaction. The intention was merely to clarify the issue, after due investigation.

May we assure you that based on your feedback the concerned Airport Manager initiated necessary enquiries, which were inconclusive. Unfortunately we have not been able to establish the source of the remarks as mentioned in your email.

It is in our own interest to ensure professional and courteous staff demeanour. Hence please be assured that any untoward behaviour from any staff will not be tolerated and strict action taken is taken, if established beyond doubt.

Hence we request your understanding of the issue.

Thank you for writing to us once again.

Sincerely,


Deepashree S. Kirtikar
Customer Relations

If your emplyee did not lets us go out its ok,may be there was tchnical problem, we understand that but i want to know there is a rules(law) if any passanger has more then12 hours trasit you should provides us some types of remedy but your emplyee even did not talk to us nicely, they were very very rude and nasty. they give us hard time, they treat us like a criminal. you did not give us any reply why your emplyee ask me $200.00 and why your manger and supervisor told my wife . you will need proof also, your job is not a protect your emplyee, your job is how to satisfy your customer. i'm not fully agree with your opinion, i will law suit base on your reply, why you did not taken any action to your emplyee, you should know what is the customer right. I will not keep quite because how you simply write there is nothing happened, you think only we make story. i will send every where my complain with your reply. People will veryfy
Customer Relations <[protected]@jetairways.com> wrote:

Our Ref No: BOM/CC/DK/061207/3321457

Mr Binod Basnet

Email: [protected]@verizon.net

Dear Mr Basnet,

This has reference to your email dated December 4, 2007 and is further to our interim response of December 6, 2007.

We have noted your experience on arrival at Delhi Airport on flight 9W 5606 from Kathmandu to Delhi of 27th October 2007, with regret.

Having investigated the issue under reference, we understand that you and Mrs. Basnet were holding Nepalese passports with the ‘Departure Stamp’ and were transiting to Amsterdam on KLM, via Delhi. Since your passports had the said stamp, your travel was considered as ‘Direct Transit’ travel. As per the laid down guidelines in such cases all passengers are taken to the transit gate to further proceed inside to the ‘Transit Area’ which is the regular practice.

However, we understand that at the time of entry, you requested to clear the immigration and leave the terminal building so that you could depart on the date of your onward KLM flight. Our staff advised you that against the ‘Departure Stamp’ on your Nepalese passports you would not be able to clear the Indian Immigration as you be treated ‘Departed’ from the station of origin (i.e. Kathmandu) . Despite the same, you still wished to clear immigration.

In reply to this, Indian Immigration was contacted and was requested for the same by us, but this was refused by the Immigration officials.

Subsequently we understand that you personally approached the immigration Duty Officer with this request, which was once again declined. Therefore you agreed to enter the ‘Transit Area’.

We are sorry to read about your dissatisfaction with the services rendered by our Delhi Airport staff. While the staff on duty are required to ensure that all formalities are completed, we regret that the interaction with the staff was not to your expectations.

Rest assured that we have taken up the issue with the Delhi Airport Manager to reinforce that all passenger queries are met with utmost regard to their convenience and sensitivity.

Thank you for writing to us and we look forward to serving you soon.

Sincerely,
Dear Mr Basnet,

This has reference to your email received by us on December 06, 2007.

It is regret to note the contents of your communication with regard to your experience at Delhi Airport.

Please allow us to investigate the issue raised by you, and we will revert back to you.

May we request you to bear with us during this interim period.

Regards

Dilip Baruah
Customer Relations







From: BINOD BASNET [mailto:[protected]@verizon.net]
Sent: Tuesday, December 04, 2007 8:46 PM
To: [protected]@geoffreyweill.com
Subject:

Airline : Jet airways (IATA)
Flight no : 9w5606
Seat No : 27d & 27E
From: KTM to DEL
Date: 27 oct 2007 Time: 14:55
Connection flight
Airline : KLM royal dutch
Flight no :8366v
From: DEL to DULLES
Date : 29 Oct 2007 Time :1:30A

My wife and I had a quite bit of weird and sad experience on 27 Oct 2007 at Delhi international airport. It is fairly minor compared to the other complaints if some take to the responsibility. We are real stickler when it comes to customer service so we reported the incident to jet airways customer affairs by e-mail almost immediately when we arrived at our destination. All we waned was a reasonable explanation who is responsible for this incident, Jet airways, KLM Royal Dutch, Nepal immigration or Indian immigration.
We are Nepali citizen but we are leaving USA almost more then 12 years and we are green card holder. Occasionally we go back Nepal to visit our family member this is our normal routine. Usually we are buying airline ticket washing DC to Kathmandu, Nepal but this time we did not get ticket like that. We only get ticket washing DC to Delhi by KLM Royal Dutch airline. Delhi to Nepal we bought separate ticket and went Nepal there is no problem at all.
After almost a month latter we had returning flight Delhi to Washington DC by KLM Royal Dutch. But two days before our returning flight my wife and I had decided to go Delhi and do some shopping and go back Washington dc. There for we bought Jet airways ticket on Oct 27,2007 and went Delhi. Please remember, Our Nepal to Delhi and Delhi to Washington DC ticket did not have any connection. There for our final destination is only Delhi. We did not had any plane to stay 36 hours inside the transit. There for we went immigration checkup and our baggage claim but after all immigration officer told us Nepalese citizen does not need visa but only problem is you should not stamp departure when you leave Nepal. We told him we don’t know any things about this but we like to visit and do some shopping in Delhi, we can not stay 36 hours. Then officer give us advise to go back to the jet airways customer service representative and tell them you want to go out, if he request then we do not have any problem, we let you go out. Then we went to find customer service representative and we find one I don’t know his last name but he has name plate written “ABHIJOY�?. He is wearing jet airways uniform. We told him every things and request him please go with us and talk to the immigration Officer. After all he told us lets go first inside the transit then I will do some things then we went inside the transit after 3 hours latter he came back and asked me $200.00, I asked him why you need money. He did not give me any details but only he told me if you want to stay 36 hours inside the transit then you don’t have to pay, then he left.
After all this happened still I had hope if I get chance to talk manager or supervisor, I will get justice. After 2 hours latter I found both manger and supervisor (jet airways). And told them every incident and details also I told them your employee asked me $200 but beside helping me they are asking me proof, I told them I don’t have any proof but this a truth. After that they only not refused to help me they treat me like a dog, They talking Hindi language and telling my wife (kuti).
I had last hope with KLM staff and I try that one too, they told me this is not our problem, you can go back and talk to the jet airline staff. I never ever forget this travel journey in my life and I never had any plane to go Delhi. They makes us 36 hours prisoner.

Binod Kumar Basnet.