Jet Airways — Delay in response leading to cancellations of flights during an emergency

Address:

Mumbai City, Maharashtra

I had made an online booking (Booking Ref - HPSMLN) on Dec 2nd 2015 for my wife and daughter from Mumbai to Bangalore and return. They were planning to travel from Tanzania and connecting in Mumbai to Bangalore/. The journey dates were 8th Dec and 30th Dec 2015. But since my wife's mother passed away I had to alter the booking and when I visited the site to change the dates, it said since the booking was made through net banking you can't alter the booking. I had to change the dates to 4th of Dec but it was not possible. I sent a mail immediately to Reservations and also tried to call their helpline numbers, and also a message in Facebook, but no one cared to respond at all. So I had to book through GOAir for the 4th Dec And the tickets were termed as No Show, because there was no response from anyone from Jet Airways. And later when I was able to reach help line, they advised me that since the first flight was a 'no show' the return trip also will be considered as a "no show" and the best option is to go for a cancellation and I was left with no other option. My complaint is if at least one of my queries was addressed ( i had sent a mail, commented on FB and also tried their helpline numbers) I would have not wasted so much of money in booking the entire trip again. And they sent me a mail after reminding again and again, stating that my bookings were cancelled based on my request and they cant do anything now. If only they had responded promptly to my mail/FB message, it would have saved me a lot of mental strain, as all my family was travelling alone from Tanzania.