Jet Airways — Horrifying travel experience | |||||
My daughter, was to travel from Mangalore to Kolkata vide e-ticket no BEAXTZ on 18.12.2015. The first leg of the journey was from IXE (Mangalore) to BLR (Bangalore) by Jet Connect 9W-2756 scheduled for departure at 12:10 hrs from IXE. This flight was delayed and was re-scheduled for 13:35 hrs and therefore expected to reach BLR at 14:40 hrs. The next leg of the journey was from BLR to CCU(Kolkata) by Jet Airways 9W-661 scheduled for departure at 14:45 hrs and that would reach Kolkata at 1720 hrs. She was given boarding passes for both the flights and as there was only a 5 min layoff between the two flights because of the flight delay from IXE to BLR, she was told that she would be transferred to the CCU flight on the tarmac itself. As we live in Jharkhand she was to take a train from Howrah to Asansol by Danapur Express that leaves Howrah at 20:35 hrs. However, after sometime, the boarding passes were taken from her and she told that Jet Airways had modified the journey and that her new flights will be as follows: 9W-432: IXE departure at 15:25 hrs for Bombay 9W-625: BOM departure at 17:50 hrs for CCU. Arrival at Kolkata at 20:35 hrs. As she would be arriving at Kolkata at 20:35hrs, there was no chance she could catch the train that also left at 20:35 hrs, so I cancelled her ticket and booked a fresh tatkal ticket by Pratap Express that leaves Kolkata at 22:45 hrs. However, after sometime she again called from Mangalore and said that she had been given fresh boarding passes as follows: 9W-432: IXE departure at 15:25 hrs for Bombay 9W-617: BOM-CCU at 19:25 hrs scheduled to reach CCU at 21:55 hrs. But as her train was at 22:45 hrs, she could not again catch Pratap Express as she could not reach the station on time as the flight itself would land around 10:00 pm. As it was a tatkal confirmed ticket, it could not be cancelled too. So, I told her to put up in a hotel for the night of 18th Dec and take the Shatabdi Express at 06:00 am for Bokaro next morning. I again made a tatkal reservation for her by Shatabdi Express. She then called for Mumbai and said that the flight 9W-617 had also got delayed and will take off at about 9 pm. We thought that even then she would be able to get the morning Shatabdi Express. Having discussed this I went to sleep. At about 23:40 hrs, I got a call from my daughter telling me that the flight had been diverted to Bhubaneshwar because of fog at CCU and plane had landed there instead of CCU. No one was telling what will happen next and passengers were also not allowed to de-board/put up in a hotel. The passengers got irritated and they were kept seated on the plane for 3 hrs with the European pilot threatening that he would cut the oxygen supply as well as the AC and leave the aircraft if the passengers did not behave properly! In the form of refreshments, the passengers were given toffees!!! Decision about the flight was awaited from Jet Airways head office. Finally at about 02:30 hrs, the flight took off and returned to Mumbai, reaching there at 5:00 am. The Shatabdi tatkal ticket therefore also went waste. My daughter was dead tired from this ordeal and it had taken almost 17 hrs for Jet Airways to take her from Mangalore upto Mumbai only. Because of lack of sleep she was not feeling well and had vomited umpteen number of times. She called me and said that she has been given fresh boarding pass and the same flight with different crew and pilots would take off at 06:30 hrs for CCU. She asked me to take a train ticket for the evening as she wanted to get some sleep first at a hotel. So I booked another ticket by Sealdah Rajdhani leaving Sealdah at 16:50 hrs. Finally she reached home at 10:00 pm on 19th Dec, behind schedule by 24 hrs. Questions for Jet Airways: 1. Why was she not informed by Jet Airways one day before that her flight for IXE-BLR sector was rescheduled/delayed and she given a different option for reaching CCU on time? 2. Why was she not accommodated in the 9W-625 flight? 3. All planes nowadays have night landing capabilities in fog, if the aircraft of 9W-617 didn't have it why was it permitted to fly to CCU at night when the weather conditions at CCU were known? Other aircraft of Indigo coming from different destinations had landed in Kolkata that night in fog. 4. The pilot after taking off had announced that the plane may have to be diverted elsewhere as there was a fog at CCU. If it was known why did the aircraft take off from Mumbai? Would it not have been prudent to accommodate the passengers in a hotel in Mumbai for 18th Dec night when the limited capabilities of the aircraft were known? The ordeal for passengers as well as the crew could have been avoided and also precious aviation fuel could have been saved. 5. Why arrangements to disembark passengers and accommodate them in a hotel were not made at Bhubaneswar? The flight could then resume in the morning for CCU. 6. For the ordeal that my daughter (who was travelling alone from Manipal) and we parents went through will Jet Airways offer any compensation? Was this information helpful? | |||||
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I had booked on Jet Airways Flight No 9W 686 to Ahmedabad from Delhi on 23rd night and PNR NO is MXAFSF
i reached the counter for check in at 10.10 and was advised that the check in luggage has gone and
cannot be sent. I requested but nobody was willing to do anything about it. I then in desperation
said I"ll leave my stuff behind and only take handbaggage..I called back the person who came to drop me
and returned the check in stuff and rushed with the hand baggage along with my 13 year old son. You
will appreciate that being not so young it was a task for me to literally rush across for the security
check. At the security check gate I again met the official at the counter Ms Puja, who had been most
unhelpful there. I said I've sent back my check in stuff and will only take the hand bagggage. She was
most indfferent and said she can"t commit anything. When I was collecting my stuff after security check
and rushing towards the gate in the confusion my papers fell down. At that time the phone rang which I
could not receive being extremely agitated and confused After a while since it was a walk when I
reached the gate the boys sitting there told me " Mrs Nautiyal the gate is closed. I called you but you
didn"t pick."
I told him that in the confusion it was not possible for me and I was rushing towards the gate so
could not take the call. He said now the gate is closed. I can"t do anything. I said that even I"m in
services sector and make every endeavour to help customer. I was told nothing can be done now. After
that I was sent back with one of your personnel who demanded the id proof and boarding passes twice for
entering at various places, adding to my harrasment. I said I want to speak to your General Manager but
was told its not possible. One Manager was called who even before I called said " You're late. I said
you should listen to me before you say something. It appears that it was all stagemanaged. They had
decided that no effort to be helpful would be there. I think it is extremely sad that a services sector
is most uncooperative and above that most discourteous. It is breeding yougsters who are totally
lacking in courtesy and sitting in their chairs and thinking they are the owners of the Airlines and
can behave as they want. I'm a senior executive in a premier Bank and was appalled to see this
callousness from a so called premier airline. If you can"t do something at least you should be willing
to help the customer and appear concerned. This apathy and lack of concern is the doom of any services
sector. I subsequently on reaching up called the helpline where Mr Gagan told me that since it is no
issue no refund or change is possible only taxes will be paid as you had to reach 2 hours before. I
said the counter person said 1 hour before, then you are saying 2 hours before. This despite the fact
that I"ve done web check in. The website mentions 45 minutes before departure for domestic flights.
I'm really disappointed and frustrated with your customer service which is terrible. There is lack of
etiquette and friendliness in manner and no spirit of help and cooperation. Further the numbers of
your senior managers are not provided by your customer service personnel at the airport. I was told by
Mr Gagan to take up the matter with the Airport Authority. I said my booking is with Jet and I was
returned most rudely by the staff at the counter and gate. what is Airport authority supposed to do. If
there is any system of customer service redressal with you I hope you will give a hearing to my
complaint. Your website says check in 45 minutes before departure, your official at counter says 1 hour
before departure and your person on the helpline says 2 hours before departure. I ask you to refund my
fare and counsel your staff members to be helpful and courteous to customers. Your prompt reply in the
matter will be appreciated. ALKA NAUTIYAL
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