[Resolved]  Jet Airways — Discourteous and arrogant attitude of the staff of Jet Airway and Missing Baggage Claim

Address:

New Delhi, Delhi

The Honorable Minister of Civil Aviation, Govt Of India, New Delhi. Subject : Harassment by the staff of Jet Airways at Pune Airport. Respected Sir, Having failed to elicit sympathetic response from Jet Airways, I am constrained to bring to your kind notice the discourteous and arrogant attitude of the staff of Jet Airways for your kind perusal and suitable action, the facts of the case are as below: 1. That marriage of my daughter was solemnized at New Delhi on Nov 26, 2014. the family of the bridge groom had organized a reception at Pune. on Nov 29, 2014. 2. To attend this reception I had booked 7 relative tickets from Delhi-Pune-Delhi Nov.29th & 30th respectively, of Jet Airways Jet Connect Flight No: NW0365. 3. We were carrying 10 bags which we handed over to the Jet Airways staff on duty at New Delhi Airport and we were given 10 baggage tags vide no 7589 9W012105 to 7589 9W012114. 4. On reaching Pune Airport, when we went to claim our baggage we found that three bags were missing. We immediately informed the Airline staff, who took all the 10 baggage tags and boarding pass from us and told us to wait. 5. As mentioned earlier, we had gone to Pune to attend reception of our newly married daughter and we had to make numerous arrangements including purchase of gifts etc at Pune. We therefore requested the airline staff to issue us the missing baggage case slip and arrange to send the same in our hotel. Despite repeated requests the Airline staff kept us waiting at the airport for three hours and thereafter the duty officer informed us that he had checked with his office at New Delhi and that to their system was showing that the missing bags were off loaded at New Delhi and hence he could not make any missing baggage case. 6. When we insisted that the baggage tags and boarding pass that we had handed over to the person at duty be given back to us, he refused to do so. All our requests to speak to their senior officer were turned down on the grounds that he was the only person on duty. After half an hour he also disappeared from the site. 7. Having no cooperation from the airline staff we approached and reported the matter to The Manager, Airport Authority, Pune, who was kind enough to call the airline representatives but also expressed his helplessness in resolving the matter further. 8. It may be observed that we reached Pune Airport at 09.50 am and were waiting at the airport to collect missing baggage tags till 7.30pm. The time of reception was approaching and myself and wife had no clothes to change. The bride's dress was also in missing baggage. That was total panic and I was on the verge of having nervous breakdown and had almost collapsed when a sympathetic security officer arranged a chair and offered a glass of water. 9. Sometime thereafter the Airline staff informed that my bags have been located and that I could collect them. When I reached to the airport & found that the bags were not mine. 10. I was finally informed by the staff of Jet Airways that on return to New Delhi airport I can identify my bags and collect them. On reaching Delhi Airport, I was shown 61 unclaimed bags but my bags were not among them. 11. The Jet Airways authorities kept on sending SMS to the effect" dear Guest, Missing baggage case recorded as file no: PNQ9W1549 is yet under trace. All efforts are being done for tracing . We shall keep you updated on all progress done." up till 12.12.2014 and thereafter no update. It may be observed from the contents of the foregoing paragraphs that the attitude of the Jet Airways staff was not only non co-operative, discourteous but out right arrogant. After all, the bags were missing and so what was the reluctance on their part to raise missing baggage case. My happiness of attending the reception of my daughter's marriage was spoiled due to the hostile attitude of Jet Airways Staff. It is requested that an enquiry may kindly be instituted and the guilty punished to send a message that they cannot get away with their discourteous & arrogant behavior with the passengers. In the interest of Justice I may please be handed over my missing bags or compensation for the same. With Regards Jagannath Arora [protected]