[Resolved] Jet Airways — BAD SERVICE / RUDE STAFF

yusuf_khan

from Pune, Maharashtra

Address:

Mumbai Suburban, Maharashtra

Hi,
This is to bring to you notice about the pathetic experience while flying JET AIRWAYS on 3rd sept 2010 by flight 9W 0312 from DELHI to MUMBAI scheduled to depart at 20:35 pm

Let me start from the check in counter .....I went on to the normal counter and stood in the queue and after 15 mins i was informed that the counter is closed and you should check in at the back counter and so i moved from there to the another counter and there i stood in the queue again for the check in. Once i reached the check in counter the executive was quite rude and when i informed her that why is the service levels of JET AIRWAYS degraded over the period of time ...and she just giggled leading to further embarrassment ? asked her to put a priority tag and fragile tag on my baggage and she rude said that this facility is only for privilege customers only ...however i would like to inform you that other airlines do put this priority tag for all customers who request for the priority tag and not for some set customers ? i believe we are paying the same amount to fly as that of a privileged customer ? on further request she put a fragile tag on my baggage as i insisted to put it ?

Also we were not informed that the flight is delayed by 15 mins which we came to know once we were inside the departure area however other airlines informs the customers politely right at the time of check in counter ? as per the display the flight was reschedule at 20:50 pm

Once inside the departure lounge we waited patiently for the announcement for boarding..... as per normal process the boarding announcement is done almost 30 mins in advance from the departure time however when it was on 15 mins left and there was no announcement for boarding, i decided to move towards the boarding gate and to my disarray the passengers of this flight were already standing to board the flight however there was no JET ARIWAYS staff to assist the passengers and keep them updated about the delay ? at around 20:51 pm finally the boarding started with the staff body language was absolutely bad.

Once on flight we all settled down and now the wait started for the flight to take off however there was another wait .... to add further, the AIR CONDITIONING was not cooling at all and passengers were very uncomfortable and slight sweating ...... ONE OF THE REPUTED AIRLINES IN THE COUNTRY WITH SUCH DISASTROUS AIRBUS CONDITION WITH AIR – CONDITIONING NOT COOLING .... BAD GROUND STAFF ?

I would like to also bring to your notice that there were 3 JET FLIGHTS which got cancelled on that evening ( approx timing as i don’t remember the exact time: jet flight at 18:45 pm, jet connect 19:20 pm & jet airways 21:45pm) and it all passengers from these flights were accommodated in this flights ? the flight was purposely delayed later to 9 pm just to accommodate the 2145 pm cancelled flight ?

The flight got delayed by almost 90 mins and impatiently all passengers were waiting for the flight to land and the end of this pathetic ... absolutely pathetic trip to get over however this was not the end of it ...... there was more to come from this biggest domestic airline company in INDIA ?

After the landing we all moved to the arrival lounge to pick our luggage and after waiting for 15 mins ....finally the luggage started coming ? after few baggage ....which all had a priority tag ...the luggage stopped coming and we were all waiting in frustration in the mid night to take our baggage and move to our destination however nothing seems working .... we all were stranded at the arrival lounge waiting for our baggage .... in the mean time we also saw the entire flight crew leaving and the only few o[censored]s were still waiting .... even there was no ground staff around to inform us what was going on .... after some 15 mins a guy came informing why our baggage didn’t come however there was a vague reply which no one actually believed as there were already few baggage arrived and the balance was still on the way ? he said to wait for 5 mins however we had to actually wait for more then 15 mins before the baggage started coming ? once the bag was received there was one customer screaming as her baggage was damaged and seems dragged on floor with all dirt on top of the baggage ....on hearing this i did check my baggae and to my surprise the fragile tag put on the baggage was missing and the bag was not handle as it was supposed to be ? once i reached home my electric kettle in the bag was damaged and i had to discard it ?

I work for an hospitality industry and deals with customers everyday and we take all care to ensure our customers are happy and retained with the organisation as these are the customers who helps the company grows .....it seems JET AIRWAYS IS NOT AT ALL BOTHERED TO GROW ??? In the recent past JET AIRWAYS had been in news for all bad reasons in terms of the way they are operating their business?
I would definitely not like to engage myself with a company where CUSTOMERS ARE TAKEN FOR GRANTED and the employee of the company seems to be so uncustomer oriented ....handly customers in rude/unhelpful manners ?

I would definitely share this experience with all my friends , collegues, on blogs, and also to an extent mail this to news papers and media channels also if the company do not take appropriate action on this ?

I would like to file an official complaint for the bad service and treatment received from a reputed AIRLINE in the country ? why do we as customer had to bear so much for travelling with JET AIRWAYS ? what is the company gonna do for us who had gone with such horrible experience on 3rd sept 2010 flying with JET AIRWAYS 9W 0312 FROM DELHI TO MUMBAI AT 20:35 PM ?

I HAVE ALREADY LOGGED AN OFFICAL COMPLAINT ON MAIL HOWEVER HAVEN'T HEARD FROM THEM ..... I'M PLANNING TO SEND A LEGAL NOTICE TO JET AIRWAYS TAKING THEM TO CONSUMER COURT FOR THIS KIND OF CUSTOMER SERVICE ?

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Aug 13, 2020

Complaint marked as Resolved

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Jet AIrways (Delhi Ground Crew) — Pathetic Service and Manner

On Sat 24 Oct 2011, the four o[censored]s reached Indira Gandhi Airport 2.45 hours prior to our flight time on jet Airways due to depart at 12:15 pm from Delhi to Bangkok. Upon reaching we had to wait in an hour long queue. Later, the same thing happened at the Passport Control and then again at the Security Control. While we were waiting long hours in the queue, we heard other airlines announcing passenger/flight names, so that they could speed up the process to help passengers catch the flight. Unfortunately, we had no one looking for us although it had already been more than an hour since we had checked in. By the time we cleared the formalities it was already 12:08 pm! We rushed to gate 6 and reached there exactly at 12:13 to surprisingly find no Jet airways staff at the gate. So, we thought to wait. At 12:17 we re-checked and alarmingly, found the whole team at gate 8. Upon questioning them, they said that the flight had already taken off and they had also delayed the flight for us by 10 minutes (according to the boarding pass the scheduled departure time was 12:15 and even if they had waited for another 10 minutes, logically, the flight wasn’t supposed to depart till 12:25! Then, why and how did the flight take off before 12:17!) When we were informed of this, instead of trying to help us out, and help us book for the next flight, one of the Jet airways female ground staff literally began shouting angrily at us because we were late! She was very rude and ill-mannered. Without any enquiry or investigation, they listed us as ‘no shows’ (Although, having reached the airport 2.45 hrs before flight time!). We said ‘this is not right and we would like to talk to the senior duty manager or the customer service manager of Jet Airways. One of the other staff, Mr.Vijay Dhania (Senior Customer Service Officer) retaliated with great pride and ego, saying ‘do whatever you can! You want to complain, as if we care!” In reply we said, “we’ll do all we can to let others know about your service.” He laughed and irresponsibly said “Mam, I don’t care about the company’s reputation, do as you like!” He said this is in front of his crew (2 male and four female staff representatives) and all stood silent! Some people/companies think they’re too big, powerful and way above a consumer’s power. I believe in the philosophy ‘size doesn’t matter!’ I’ve worked in quality service companies too, and we always respected our customers and listened to them. Companies need to help (where possible) and try to understand the customer’s situation/problem or at least pretend to! We were also informed by an airport officer that they had been loads of complaints from Jet Airways customers earlier. If you too have been a victim of Jet Airways services then please share your experience(s) via your convenient public communication mediums (online blogs, newspapers, e-mails etc) to help others make the right choice. I hope the readers of this event reconsider their continuation with Jet Airways services. I hope no passenger experiences such unprofessional and poor customer service, gets insulted outright by Jet Airways’ staff and faces the same problems that we did. The main purpose of sharing this experience is to create awareness for passenger’s using Jet Airway’s services hoping that a top management well-wisher of Jet Airways reads this story and reacts for the betterment of the company.