Jet Airways — complaint of misbehavior and lost baggage

Dear sir/madam,

I am writing to complain about the behavior of one of your senior ground staff at kuwait airport in my last flight with your airline.

My name is bilal kazi and i am one of your loyal customers. My family and i always have satisfaction with your airline. Although, last time i use your airline i saw unreasonable behavior. Last thursday on october 8 2018, i have flown from kuwait to mumbai, my flight number was 9w 573 and pnr no dbegya. I was stopped on the final boarding desk by one of the senior staff requesting me to handover my hand luggage so that she could drop in the main luggage area of the plane. I disagreed and politely requested that i cannot do this as i had some very important paper works and documents related to my work.in the past i had gone through a similar experience where my hand luggage was misplaced. The lady was very adamant and rude and insisted that i have to drop off the hand luggage. I kept requesting but she overheard all my requests. The pilot mr. Arshad also advised the lady not to further delay the flight.in the process she delayed the flight almost for half an hour. However after the whole argument i was allowed to board on the plane. She threatened me that she will not allow my main luggage to be loaded to the plane. She also called mr. Roshan advising him to remove the luggage. I, however thought that she cannot do this as i had already checked in with my allowed luggage weight.

On reaching mumbai airport, at the luggage belt zone, i could not find one of my main luggage of 24 kg approx. On further investigating with the ground staff at mumbai airport, i found that my luggage was off loaded by the same senior ground staff lady at kuwait airport. I complained the lost luggage department and narrated the whole episode. My complaint was registered on the lost luggage (File reference bom9w40440) and was told that i would be informed further in coming days. Today i got a call saying that i had excess luggage that’s why the luggage was offloaded. I told them this is not possible as i had two units of 16 kg and 24 kg respectively. And this was within the allowed weightage. And secondly i would have not got two luggage tags if i had excess luggage.

I feel the same senior ground staff has done this on purpose to harass me as i did not agree on putting my hand luggage to her request.

I am writing this formal complaint letter to you so that you can take notice of this problem and make sure that the ground crew is reprimanded appropriately so that they don’t behave like that again. Would also appreciate your efforts to get my lost luggage at the earliest.

I have provided my contact details with this letter so that if you want to talk to me or discuss the matter directly, we can talk on phone or meet in person.

I am looking forward to hearing from you.

Contact details:

Mobile: +[protected] email id: [protected]@yahoo.com

Kind regards,

Bilal kazi