Jet Airways — horrible customer support

Address:

Chennai, Tamil Nadu

Dear team,

Please find below enclosed travel details:

Name: sonal raha

Flight number:9w 2312

Seat number:7a

Laugage ref. Number:9w582316

Traveling date: 25th october 2017

I hope all the above info is enough for tracking my issues. I am very much disappointed with jet airways customer service standards and there attitude that says you can complaint wherever you want.

I visited bangalore on 23rd oct 2017 as my brother met with an accident. He is hospitalised in narayana hospital whitefield bangalore. Just giving you the details so that you can understand my condition. As one of your closet family member is in hospital undergoing with surgery you can expect the amount of pressure family members must be having. I was going back to chennai on 25th oct 2017 with lot's of things were running in mind, the counter staff told me my baggage has been rejected. I asked him what's the reason and why no one bothered to call me. I checked in 1 hour 45 minutes before the flying time. They know i have already checked in then when someone baggage is being rejected for whatsoever reason they should have some courtesy to atleast inform the customer so that i can clarify and moreover they asked me to sign a concent form without even letting me read that as flight was about to take off. A passenger who checked in 1 hour 45 minutes and airport has returned the baggage and airline people doesn't even bother to call me back. According to jetairways rejection reason was i am carrying power bank in my laugage. I was carrying power bank in my hand bag not in the laugage.

I got a call on 26.10.2017 from chennai jet airways for picking up my laugage. I got a call from number+[protected] he asked me to drop a mail to below id's for collecting baggage from chennai and router from bangalore (I am having all mail copy if needed i will reforward to you guys for investigation)

A. [protected]@jetairways.com
B. [protected]@jetairways.com

My husband mr. Tanmoy raha collected the baggage from chennai airport on 26/10/2017 (Baggage still not checked by me) as per authorisation mail.

I have sent a authorisation mail to bangalore baggage team at the same time for authorising my father mr. Shashikant to collect the router. I have sent the mail near 1o' clock in afternoon my father went by 5:30 evening, he asked jet airways counter staff, everyone was wondering what is happening. I spoke to someone from my father phone on bangalore jet airways and told i have forwarded the mail they said they will take care. But my father did not got router back.

My father is 62 year old he was with my brother who recently met with an accident and undergone with surgery he was on wheelchair. Still we were ready to take that one step to collect our router in that situation but no one from jet airways was ready to offer us help.

When my father was in bangalore airport i called the same number +[protected] in the evening to ask for connecting me to bangalore airport, i was already in tension as they are managing alone and there indigo flight boarding time is nearing some lady pick the call and handed over to some other lady. I need to explain all the situation to both. Second lady was too harsh she was asking me to call bangalore airport, and this is chennai airport. According to customer's we are dealing with jet airways not bangalore or chennai jet airways. I wanted to escalated the issue i told her to give the phone to supervisor, she connected me to mr. Mohanraj (Not too sure with the name) who was polite enough to understand my problem. He asked me to reforward the mail. But then my father boarding started and i lost the hope. Still mr. Mohanraj called me back for asking the mail. I am really thankful to mr. Mohanraj.
But really not at all happy with the customer service team response. Where is my router. I really don't have any idea what concent form i have signed in bangalore airport. They never told me what is in that form and not allowed me to read that. If you want please check your camera for looking into the situation under which i have signed the concent letter in which i have not given any kind of concent to jetairways.
I am expecting a proper response from jet airways for all the mental harrasment and all the hardship which my father me my brother and my husband has to go through in this situation where our family is already facing so many issues with my brother health.

I need proper explanation on following details:

1. Why i have not been informed before when they rejected the baggage?

2. I know power bank was not in my laugage because i was carrying it in my hand bag which i showed in the counter?

3. Why without even letting customer read full terms you guys are taking signature on concent form, last hour rush?

4. If as per your confirmation i am not having power bank for which you guys created sooo much drama than i need competition from airline.

5. My question is where is my router, why same has not been handed over as per authorisation mail to my father at bangalore airport? Why no communication from bangalore airport on this issue.

I respect airlines security policies. I know security is first, but in name of security customer mental harrasment i will not accept. If jetairways is having lots of process in security checking why you can't do it in first place in front of customers and once you are satisfied give seal then start with next process.

Please help me to get justice. My worry is returning back i was in a better position to handle this but if the same thing happened to a person who is going to meet someone who are in life or death situation and airline people will do anything in the name of security where we common citizens will go. I have traveled so many times in indigo airindia singapore airlines, but my this experience with jet airways made me think twice before traveling.

Thanks & regards,
Sonal raha
[protected]