Jet Airways — Airport Services, Guest Relations

Address:

Dehradun, Uttarakhand

To: Jet Airways Senior Management This is in concern to the recent incident that has happened on 12th Sep 2015 at Dehradun- Jolly Grant airport, Jet Airways counter. Myself and my wife were travelling to Mumbai via Delhi on the flight no 9W334 ( Dehradun to Delhi) and 9W356 ( Delhi to Mumbai). We have booked the tickets through agent and he has misspelled out surname. Instead of Dwivedi, he has mentioned Dewivedi. We made an plea, to the representatives at the Jet Airways Service counter to help us with the situation, but instead of that they clearly mentioned that WE CANNOT help you with the request of changing the surname. I’ve told them as per the Terms and conditions mentioned in their website we can change the name as per the below instructions, Refereeing to http://www.jetairways.com/EN/IN/TermsAndConditions/JetPrivilege.aspx 5.4 Name change requests can only be made, if a written request is sent to the JetPrivilege Service Centre, duly signed by the member. 5.5 Requests for changes in name should be accompanied by supporting legal documentation, as may be specified at the time of making the name change request. To my surprise bot of the attendees at the Jet Airways counter ( Mr. Pushkar Sharma:- Security Assistant & Mr. Chandan Pathak: Station Manager JET Aiwars) were completely UNAWARE of their own company’s website terms and conditions which they are working for. Secondly on asking them to check online for the same, they were showing me the terms and conditions of Jet Cargo section. On again making request to let me search on their system ( A simple Google search for the same), I was clearly told NO for that. Besides both of them Mr. Pushkar Sharma and Mr. Chandan Pathak were so confident that they told me, whatever they are searching is absolutely correct and I was not allowed to make a simple Google search on their system or re-directing them to a proper web location. I urged them about giving a duly signed letter with me and my wife’s photocopy of the original document so that they can initiate a simple change, but after making a lot of fuss the personals were not only unaware of the situation / terms and conditions, but was having no sense in making a customer connect which I think it’s their main job credential and priority. We have to book another flight at triple cost to fly to Mumbai after that with a different airline. I only urge the Senior Management of Jet Airways to closely look into this matter, as am a regular flyer of your Air Service and plan to travel for business trips and choose Jet Airways due to your eminent services and on time punctuality. But after facing this issue, I will think twice before making any arrangements. Also being an corporate member I will also request my admin department to plan any further trips of my colleague with different airlines, as we may face such issues after booking an ticket through an agent. As a quick remedy, I think a proper Knowledge transfer of company’s basic policy needs to be given to your Station Manager, Representatives to avoid such kind of confusion and fuss along with some basic aesthetics for Customer relationship management. I don’t want my money back, but yes the pain and time spent on quarreling over a basic issue could have resolved easily, if your representatives have the proper knowledge about the company’s policy / terms and conditions. Regards, Nitin Dwivedi