Feb 01, 2019
Updated by Sur_dani Below is the mail to me from your guest service department.
Our Ref No: BOM/CC/PP/150119/3476590
24 January 2019
Dear Ms Dani,
Thank you for writing to us. I refer to your e-mail communication below. We regret for the delay in responding to you .
I am sorry to note your disappointment, as you were unable to travel on your planned journey from Mumbai to Jakarta via Bangkok on 07th Of January, 2019.
Ms Dani, it is our constant endeavour to provide efficient services and that every guest has a pleasant and comfortable flight. I would like to share with you the below based on our enquirers:
Please allow me to share with you that guests are required to carry checked-in baggage as per the baggage allowance mentioned on the ticket. Staff at airports is not authorized to waive off any excess baggage. Our record indicate you were holding When you approached our check-in counters, you were holding the checked-in baggage weight above the permissible limit. Hence our staff requested you to shuffle the weight in your cabin baggage to avoid inconvenience for payment of excess baggage weight . Therefore you will appreciate that our staff assisted you as per the guidelines and also informed you that the check-in counters were about to close.
Further when you again approached our staff for check-ins, however the check-in counters were closed and staff was unable to accept you on this flight. Allow me to mention that as per DGCA guidelines, the check-in counter for our domestic flight closes 45mins prior to flight departure and guests are advised to report at the boarding gate 25mins prior to departure. The same is mentioned on the boarding card.
Our enquiries also indicate that you approached our staff after standing in the que for a longer time. Had you approached any our staff immediately after completing the adjustment of bagagge weight, our staff would have surely accommodated you on this flight. However you would appreciate that all our airport activities our time bound . Hence accepting guest after the flight is closed results in reopening the flight once again and redoing the departure formalities which delays the flight and inconveniences all other guests who have reported earlier. All our airport procedures are at par with the standard operating procedures.
In such situations, the applicable reissue/cancellation penalties are levied as per the fare rules of the ticket. However our manager assisted you by rebooking you on the next available flight on 10th Of Janauray, 2019 with the minimum fare difference and waived off the penalty charges. This was done an exception and one time gesture understanding the inconvenience experienced by you.
However, I am really sorry to note that the handling of the situation by our staffs were not to your expectation which was certainly not intentional. I do apologize for any impression gathered and our teams have been briefed for better handling.
At Jet, guest feedback is of paramount importance to us, as it is only through comments such as yours, that we are able to monitor and improve the standards and quality of our service.
In view of the above we regret our inability to offer a favourable response for compensation as requested.
I thank you for taking the efforts to write to us. It is a pleasure to have you as our guest and we look forward to welcome your family and you onboard our flights soon.
And this is my reply:
For your kind information I was not traveling in domestic flight, it was international.
And I was at the check-in counter prior 60mins not 45mins, why don't you check your cctv.
And yes I have approached your staff immediately but his statement was "Sorry ma'am, the flight is full you cannot travel in the same flight".
Is this fair?
How can he say that when I have my tickets. When he said this to me I immediately asked him to talk to his manager but he was not taking any courtesy to stand up and go. He started taking another guest while I was standing there.
You better check your cctv footage. Otherwise I will surely take some strict steps.
We don't like to fight and argue with you people as we have many other work to do but when we are correct we will definitely fight.
And yes your manager gave me tickets for 10th of January in less amount and I took that because I was struggling inside airport and my family was struggling outside, I was not well couldn't fight and argue more and can't let my family stand outside for such a long time.
Again I will tell you please check your cctv footage and check what time I was there at the counter.
Hoping again for some positive answer.
I STILL DIDNT GET ANY MAIL FROM YOU PEOPLE.
WHAT SHOULD I DO???????
YOU PLEASE CHECK YOUR CCTV FOOTAGE AND THEN TELL ME WHAT TIME I WAS THERE AT THE CHECKIN COUNTER????????
