Jet Airways — Deficiency in services rude behaviour

Address:

New Delhi, Delhi, 110065

Sir, I had booked on Jet Airways Flight No 9W 686 to Ahmedabad from Delhi on 23rd night and PNR NO is MXAFSF i reached the counter for check in at 10.10 and was advised that the check in luggage has gone and cannot be sent. I requested but nobody was willing to do anything about it. I then in desperation said I"ll leave my stuff behind and only take handbaggage..I called back the person who came to drop me and returned the check in stuff and rushed with the hand baggage along with my 13 year old son. You will appreciate that being not so young it was a task for me to literally rush across for the security check. At the security check gate I again met the official at the counter Ms Puja, who had been most unhelpful there. I said I've sent back my check in stuff and will only take the hand bagggage. She was most indfferent and said she can"t commit anything. When I was collecting my stuff after security check and rushing towards the gate in the confusion my papers fell down. At that time the phone rang which I could not receive being extremely agitated and confused After a while since it was a walk when I reached the gate the boys sitting there told me " Mrs Nautiyal the gate is closed. I called you but you didn"t pick." I told him that in the confusion it was not possible for me and I was rushing towards the gate so could not take the call. He said now the gate is closed. I can"t do anything. I said that even I"m in services sector and make every endeavour to help customer. I was told nothing can be done now. After that I was sent back with one of your personnel who demanded the id proof and boarding passes twice for entering at various places, adding to my harrasment. I said I want to speak to your General Manager but was told its not possible. One Manager was called who even before I called said " You're late. I said you should listen to me before you say something. It appears that it was all stagemanaged. They had decided that no effort to be helpful would be there. I think it is extremely sad that a services sector is most uncooperative and above that most discourteous. It is breeding yougsters who are totally lacking in courtesy and sitting in their chairs and thinking they are the owners of the Airlines and can behave as they want. I'm a senior executive in a premier Bank and was appalled to see this callousness from a so called premier airline. If you can"t do something at least you should be willing to help the customer and appear concerned. This apathy and lack of concern is the doom of any services sector. I subsequently on reaching up called the helpline where Mr Gagan told me that since it is no issue no refund or change is possible only taxes will be paid as you had to reach 2 hours before. I said the counter person said 1 hour before, then you are saying 2 hours before. This despite the fact that I"ve done web check in. The website mentions 45 minutes before departure for domestic flights. I'm really disappointed and frustrated with your customer service which is terrible. There is lack of etiquette and friendliness in manner and no spirit of help and cooperation. Further the numbers of your senior managers are not provided by your customer service personnel at the airport. I was told by Mr Gagan to take up the matter with the Airport Authority. I said my booking is with Jet and I was returned most rudely by the staff at the counter and gate. what is Airport authority supposed to do. If there is any system of customer service redressal with you I hope you will give a hearing to my complaint. Your website says check in 45 minutes before departure, your official at counter says 1 hour before departure and your person on the helpline says 2 hours before departure. I ask you to refund my fare and counsel your staff members to be helpful and courteous to customers. Your prompt reply in the matter will be appreciated. ALKA NAUTIYAL