Jet Airways — UNPROFESSIONAL BEHAVIOUR BY YOUR GROUND STAFF AT HONG KONG & DELHI AIRPORTS

We were on a family holiday (husband, sister in law and I) and were returning from Hong Kong to Mumbai on 9th September, 09 on flight number 75. We reached well in advance for check in and were told at the counter that the flight would not take off due to the pilot strike. When asked about why we were not previously informed about the same, we were given 2 different pieces of information from your ground staff – one which said that they did not know about the strike until the day before and the other which said that they tried contacting us but didn’t get through.

Both explanations sounded vague and unbelievable.

As far as reaching us on our mobiles was concerned the least that could be expected for a carrier like Jet Airways is to have sent SMS alerts when we had provided 2 mobile numbers in Hong Kong during the time of our bookings. All 3 o[censored]s are professionals and had meetings and other engagements the next day. What seemed to infuriate us further was when we got to know that the other co – passengers of the same flight had been informed of the cancellations and were put on to direct flights earlier than us. If the same would have happened with us, we would have not missed our important meetings which we had lined up in Mumbai the following day.

Anyways after much conversation to and fro between us and the girl at the check in counter, we managed to get bookings on a hop over flight from Cathay to Delhi. After that we were informed that the first flight of Kingfisher from Delhi to Mumbai is fully booked so we would have to wait another few hours at Delhi airport. Again after more coaxing, we managed to get ourselves booked for the same flight. We were given our boarding passes for the Cathay flight from Hong Kongs and a hand written receipt as a ticket for our Kingfisher flight back to Mumbai from Delhi and were given assurance by the ground staff that we had confirmed seats on the airline.

Let us now bring to your notice that we had a wait of approximately six hours for the Cathay flight at Hong Kong airport.

What seemed surprising to us that not once did your ground personnel offer food vouchers or make alternative arrangements for looking after us. When we approached the girl in charge Ms Nikita, we were informed that we were not to expect it and after making a bit of a noise, she gave us fifty dollars each and behaved like she was doing ‘US’ a favor.

When we informed her that how did she expect us to eat in fifty hkg dollars at airport, she sarcastically informed us that ‘you can get some thing at burger king’. (Let me inform you that two o[censored]s are vegetarians and burger king does not do vegetarian meals and other food at the airport is expensive. In fifty hkg dollars you can get a coffee and a pack of chips but that would definitely not suffice for six hours)

Her attitude made us feel like we were not esteemed customers of Jet airways but people begging for a free meal. She even rudely told us that they were not allowed to give more than 75 hkg dollars each.

Finally we had to request the “head in charge” a gentleman called Paul who obliged us with hundred hkg dollars each.

After a good vacation in Hkg, we were absolutely shocked to receive such treatment on our return journey from your staff especially at a time like this when you should be treating customers with dignity.

This was not all, once we reached the Delhi domestic airport we were told by the Kingfisher airline staff that our seats were not confirmed to Mumbai and we had to wait for half and hour before departure to confirm our seats.

When we asked the Jet Airways authorities at the Delhi airport to look into the matter regarding the confirmation of our seats on the Kingfisher airline, Mr. Vikash Tandon, who was the ‘head in charge’ rudely, informed us that he could not do anything about it as he had no idea about it. (Makes us wonder if Jet Airways doesn’t take responsibility for their passengers, who does?!) We must also add that This Vikash Tandon was nasty and throwing his weight around at all the passengers who were stranded at Delhi airport with connections.

What is hard to understand is that how an airline like Jet Airways can treat their customers with such disrespect. We had heard some nice things about your airline and that is why chosen to fly it and not take Cathay or Air India to Hkg. Now we realize that we made a mistake by trusting your airline to be professional and take care of their passengers.

The ground staffs are the only ones who we can talk to during a crisis situation and if they only come across so ill mannered and unprofessional, how do you expect customers to feel?

We have never come across such sort of inappropriate behavior by any other airline ground staff in the past, and that too for something the airline is to blame for not us….Such behavior is absolutely unacceptable and we must inform you that not only did we miss our morning meetings the next day in Mumbai but our sentiments have been hurt and we request you to look into this matter as soon as you can and compensate for the way we were treated in Hkg and Delhi airport.

This has been by far the worst experience we have had on an airline and least bit expected from a carrier like Jet Airways. We understand that there was an emergency and the airline had no control over it but what we fail to understand is the ‘terrible customer service’ that we experienced at both Delhi and Hong Kong airports and also the failure of your authorities to communicate to us regarding the cancellation of the flight that led to us losing a lot of money as we needed to cancel our business meetings.

We would like a probe in the matter and a response as soon as possible and an adequate compensation for the lack of concern that Jet Airways has shown us, the unprofessionalism we encountered and the loss of time and.

We would like this matter to be taken up and we hope you can revive this terrible situation we had to face.