Jet Airways — Dissatisfactory service

Address:

Mumbai City, Maharashtra

Dear Sir, Sub:- Jet Airways flight No 9W 427 dated 28/08/2014 Jet Privilege No.[protected] This has reference to the above mentioned flight. 28th August 2014 was the second wettest day of the season for Goa also there was a massive accident near Zuari Bridge and that caused a huge traffic blockade of almost 5 kms at both ends of the bridge. Almost 300 air travellers from various airways were stuck in the jam and reached late (As per TOI Goa report 29/08/2014). On a personal note I called up your contact centre at 6.00 pm and informed them but they were of the view that they can’t do anything (this is the first point of dissatisfaction with regards to your service). I reached airport at 6.35pm and went to your counter, (there were close to 20 passengers also delayed for the same flight). The response that I got from your staff even after stating that I had a web check in, was that flight has already left (this was a plain white lie, I discovered later). I told them that the delay was not on purpose but due to the unforeseen circumstance of the accident and that was the reason why all were delayed, but your staff didn’t show an iota of empathy towards this. Many passengers asked for refund but what they got was a blunt denial. Then I took the next earliest flight of Air India (which they gave at discounted rate considering the situation, when I entered the airport what I saw was that your flight was still boarding till about 7.45 pm, but as per your staff it had taken off at 6.45pm. Do you even understand that this lie of your staff caused a couple to miss their linked Dubai flight, it caused a person to miss his Singapore flight and these are just two cases amongst many others. On a personal front, your policy states that a web check in passenger should reach airport 45 minutes prior to flight take off. I reached at 6.35pm and your flight was showing boarding status till 7.45pm, that means I reached the airport more than hour before the actual departure. Another instance of your pathetic service is that airways like Spice Jet, Go Air delayed their flights to accommodate their guests due to this delay (this is as per the same Times of India Report), and Jet Airways one of the largest players in the Indian Airspace didn’t budge and even lied to their guests. I do not expect any refund but the service has left me disgusted. Today, I have made up my mind to never again travel by Jet Airways as this experience has left me disgusted and will recommend everyone the same. I am publishing this letter on my Facebook Page and also on the page of Consumer Forum Website. Regards, Aditya Sawant