| Address: New Delhi, Delhi |
I am working in Saudi Arabia. I travel from Saudi Arabia to India frequently and most often I use the services of Jet Airways. On 27/28.3.2015, I travelled from Dammam to Srinagar via New Delhi. I had availed off the services of Jet Airways and travelled by flight no. 9W 567 Dammam to Delhi and then took the connecting flight to Srinagar i.e., Flight no. 9W 603.
When I landed in Delhi, it transpired that my baggage had gone missing. I immediately reported the matter to airport staff and my complaint was recorded vide Tag no. 9W185152. The complaint form was filled in by me and I was given a poor illegible carbon copy of it. I was taken aback that a few columns were filled in by the attendant who was looking into my complaint. The information filled in the form was without my authority. However, even before I could enquire anything, I was assured that my baggage will be found in no time and I shall get it on reaching Srinagar. I left the matter at that. I was hopeful to get back my luggage in Srinagar. And on this note I boarded the second flight. But to my dismay, my bag was nowhere to be located. And then my ordeal of dealing with the Jet Airways started.
I was consistently trying to approach Jet officials but to no avail. In fact my representatives in Delhi were in constant touch with the Jet Airways staff. But nothing could be done about my missing baggage. Several rounds of mails and telephone calls went into it, but we got no response from the Jet. On mail I was getting just the standard replies that my bag is in the process of being located. Beyond this no other information was ever provided to me.
It is pertinent to note that I had informed the Jet about the description of my bag, i.e., blue colour Adidas Bag, with silver lock, weighing about 13 Kgs. I had also informed within no time that I was carrying valuables in the bag. It was informed to the Jet officials that apart from other things like clothes and electronics, I was carrying an eletronice stuff, Most importantly I was carrying my job card, medical papers and other job related documents in the bag. I had also informed the Jet officials that the documents that I was carrying in the bag are vital as without these documents I might not be allowed to resume work in Saudi Arabia. Once again I was assured that the Jet Airways staff is in the process of locating my missing bag. But no further update was ever provided to me by the Airlines.
My stay in India was for a limited time which was duly informed to the duly officials. Time and again the officials of the Jet Airways were informed that I was scheduled to leave India for Saudi Arabia on April 16, 2015. I was told that before my departure from India, I would get back my bag. But later it all proved to be empty promises.
According to the information supplied to me, if the missing baggage is not located within 14 days, then the baggage is declared to be lost. On such declaration, the matter is forwarded to claims department. It was further informed that the claims department also makes an investigation to trace the bag. And if the claims department fails to trace the missing bag, then compensation is declared.
After I have left for Saudi Arabia for work, tried to follow up with the Jet but to no avail. No new information was ever provided by the staff. It was the same update that the matter has been referred to the claims department and is in under investigation. My bag was lost due to negligence of the Jet Airways on 28.3.2015. And even after almost a month, nothing concrete could have been done in this regard. But what amazes me the most is the lax attitude of Jet Airways and its staff. There was no seriousness about the matter even though it was informed to the Jet Airways staff about the contents of the missing bag and their vitality.
Neither the staff of Jet ever responded properly over the phone, nor did they respond to the mails. Initially when the matter was afresh, there used to prompt replies. But after some time, no responses were ever given to my mails. It may also be noted that the information was never forthcoming from the Jet Airways, as it was only when I wrote a mail that I got a reply, otherwise Jet Airways has never bothered to give any information itself, about the missing baggage.
Despite several efforts put in to get some concrete information, but nothing was revealed by the Jet Airways staff ever. When it was requested to them to allow us to speak to the manager in claims department or any other higher official, we were assured each time that we would be connected to the concerned official shortly. But actually we were never allowed to talk personally to anyone. On one occasion we were even told that as the Manager was busy therefore we would be contacted as and when the manager would be available. However no phone call was ever received from their end. The attitude with which Jet Airways staff works clearly shows their uncooperative work ethos. Further the staff never comes clean with anything, rather their efforts is to go round about the same thing leading aggrieved persons nowhere.
It’s been almost three months now that my bag has gone missing. But till date I have not been apprised by Jet Airways as to what went wrong with this. Since April 30, 2015, I have not been able to contact Jet and no one on my behalf has also approached Jet Airways in this regard. But the height of laxity is the fact that since then even Jet Airways has also not informed me anything in this regard. There’s neither any whisper of my bag nor is there a word about compensation.
Therefore it has become absolutely imperative for me to write this complaint.
