Jet Airways — flight cancellation kuwait-goa

I am writing this complaint after having such an awful experience with jet airways on our recent trip to india. After spending a lot of money on hotels, visas and flights we were getting ready to go to the airport on thursday 28th march when we received an email a matter of hours before our holiday should have begun to inform us that our flight was cancelled with no explanation or apology and that we should proceed to be refunded as that was the only alternative! We were distraught! We repeatedly tried to contact jet airways via phone and after a few hours we eventually got in touch with a member of staff who was extremely rude and not helpful at all! We then contacted the airline via email & was told that our flight was cancelled on 16th march we were confused as to why no one had contacted us to inform us, we were then told that there was no alternative as there were no flights at all flying from india to kuwait until 25th april. This was clearly a lie as after we replied to this email we then received another email saying that we could be booked onto a flight the following day (Missing a day of our holiday) and returning to kuwait as planned friday 5th april on different flights. We accepted this and politely thanked the member of staff that had helped us. We arrived at goa and due to missing a night of our stay had to pay a cancellation fee to our hotel. After having the worst start to our holiday we finally enjoyed our time in india until it was time to go home. We arrived at goa airport friday 5th april and as we got to the jet airways desk we were told that our flight was cancelled again! The staff laughed as we were very upset and told us to go to the jet airways information office where we greeted by very unprofessional and unwelcoming staff who were disrespecting the couple that they were dealing with before us by discussing their information with us in an aggressive manner! We explained that their issues were irrelevant to us and we just wanted to discuss our own flights. We were told that we should proceed to be refunded and we would receive the refund within 2-3 weeks, we explained that we had no money left after our holiday and could not book another flight and wait to be refunded, eventually they managed to book us on to flights for 2 days later which led to us missing 3 days work each and also meant we were stranded in india with no money and nowhere to stay. As the airport wifi was not available to use our phones to make any arrangements we were extremely upset as we were told to leave the airport with no further help provided. We left on foot with our suitcases and eventually found a place with free wifi where we were able to look for somewhere to stay. For the remainder of this horrendous situation we had to use credit cards to pay for the hotel, taxis and food for the next few days getting ourselves into unwanted debt. Finally we made our way to goa airport for the second time to fly back to kuwait. The only positive outcome of this experience was that we did not have to fly with jet airways as we were booked onto flights with oman air. We are disgusted with the customer service and overall experience we have had with jet airways, a trip that we were looking forward to turned out to be very stressful, emotionally distressing and cost us an awful amount of money!! We will not be flying with jet airways again and will certainly not be recommending the airline to anyone else. We look forward to hearing from you to hopefully resolve some of our issues.

We can be contacted on the following email address [protected]@hotmail.co. Uk

Regards,
Claire martin