Jet Airways — jet airways negligence and request for refund

Code sharing booking for 18 + 1 (Vis reference pnr gnnnir as per itinerary)
10 dec 2018 kul to del mh190
(1850 – 2150)
10 dec 2018 del to amd 9w323
(2315 – 0050)

We have made this ticket booking directly with jet airways, kuala lumpur office for a group of 20 family members who were attending my niece wedding in vadodara.
Payments were made to jet airways after confirmation that the code sharing flights were all confirmed.
As you will note, our flights were booked until ahmedmad and on landing at 00.50am, we had made special arrangments for a bus to pick us up from ahmedmad and drop us at the hotel.
A week before the flight date, we were advised by the authorized malaysian jet airways official that we will be assisted by delhi jet airways (Ja) officials on arrival at the delhi airport to board our connecting flight to ahmedmad.
However, nothing of this happened.
In kuala lumpur, we were issued two boarding passes, one for flight to delhi and the other one to ahmedmad. Malaysian airlines flight departed late at 1914 but it landed at 2154. There were some of your customer service people waiting at the arrival hall. We told them we had to clear customs before we could board the waiting flight. There no response from them.
We practically ran to collect our bags and had some hassle due to long queue at the customs clearance and baggage collection. Among the 20 o[censored]s in the group 12 o[censored]s were oci holders but there was only 1 counter opened to help us with our immigration clearance.
While my family members were going through these procedure, my sister (The bride’s mother) who was holding an online visa came out first and rushed to the ja domestic transfer desk and informed the customer service person that all 20 passengers are already coming in to check in to the connecting flight [at this point it was around 2230]. One of your officers, who was wearing a turbon, spoke in his own language (Which we consider as rude) to the customer service officer and walked off, at this point, the customer service officer stopped processing her check in procedure and told her to wait. No explaination were given. According to my sister, the counter was closed at the time she was talking and he refused to listen except to say you wait, someone will come to talk to you.
My question at this point, is how a plane can leave with f 20 odd passengers who had boarding passes but were not allowed to board. I will refer to this matter to iata.
While my sister was arguing on with your customer service person, i was approached by another ja staff (Her name was neha) at the baggage collection area. She was accompanied by two other person (One of them wore a turban). She told me we have 10 minutes to collect our bags and board the plane. There were 20 o[censored]s and more than 30 bags to be collected. There were young and old passengers. Do you think the release of bags is in our hands and are we robots who can practically fly to the plane within the time frame stipulated by neha. Where is her common sense?
Impatient neha referred us to a malaysian airlines staff to assist us. Well. This is when the drama started. Malaysian airlines staff told us we have 30 minuted to board the plane and that ja can still hold the plane for us this because we had the boarding passes.
I approached neha. Another bollywood movie started. Neha blamed malaysian airlines staff and vice versa. Can i ask you why your staffs are not trained to act in a professional manner. They were practically arguing in front o[censored]s. You should be thankful, we did not video this to upload on social medial.
Shame on both of them especially ja who could have put in a bit of initiative to assist their 20 passengers because our booking was done by jetairways and not malaysian airlines.
Even my mother who uses wheelchair to move around had packed her wheelchair and started to walk just to rush to get checked in. To recall all this incident is very depressing and stressfull.
While i was dealing with both these officials another ja staff took my rest of the family members to the domestic connecting counter without informing me. There was a frantic moment when i realised i was alone.
I then requested to see the ja manager. S he ignored and later brought me out and left me at the domestic connecting counter and left without telling anything. I organised everything and do know how i felt when 40 odd eyes looked at me wanting an answer. There were kids who were hungry, older people who needed food and medication. Everyone was panicking cos, we were stranded in a domestic departure room and not knowing what is happening or what to do. We were angry with neha, your staff who had no compassion and only knows how to play blaming game.

We were totally clueless as to what to do as we have missed the flight and stranded in a foreign land with helpless goons. Some o[censored]s too had to split and went to check with airport customer service which was of no help at all. All they did was ask us to wait. The waiting went from 5 minutes, 10 minutes, half an hour to hours. We were practically running from jetairways counter to information counter. Not one soul was helpful. We were pushed from one department to another with no results.
Finally, after much arguments with cries and pleading then there was this ms pooja who had listened to tearful plea and help us to meet the manager ms bhawna chowhary.
After all those time waiting, ja manager advised us she can help us to get into next day flight and she was fix us in whichever flights that were empty. That means, we will be landing at different times or maybe on different days. There were no promises. We agreed because we were in a bloody foreign land who messed up our plans.
God normally helps who do need help honestly. With the help of mr, the bridegroom’s uncle, your manager booked all us in a direct flight to vadodara but only next day evening.
Now, i want you to understand the following:
* we were made to run around asking for help when the fault is not due to us
* ticketing counter staff was not knowledgeable enough and was rude. Even the ja customer service call centre in delhi was not much of help and instead was heard swearing at us when we called them.
* most of the staff there even though working in an international airport was mostly conversing in hindi. I consider this to be very rude when they know very well we do not speak or understand hindi.
*travelling arrangements had been made to pick us up from ahmedabad airport and we had also prebooked a hotel in gujarat for the night before joining the wedding group next. All this expenses has to be paid even though we did not use it..
* while waiting for our next arranged flight we had to book another hotel in delhi to house all our 20 family members and it was very challenging to get a hotel booked at that hour in a foreign land.
* there was no proper phone lines that we can use to call to make arrangements and was forced to use the roaming lines and furthermore the public phone booths were not user friendly for us to use and no one was able to assist us even though we asked a lot of people.

To be stranded with a group of 20 people and without any help is most stressful part in my life. Due to your negligence, we had to miss some parts of pre-wedding ceremony.
In consideration of the aforesaid, i would llike to list the expenses that we had to incur due to your failure to provide us the connecting flight on the same day and time.
|
1. Transportation to hotel rs 6000
2. Hotel srv palace rs 11, 000
3. Lunch rs 4, 180
4. Hotel booked & paid in gujarat rs 33, 276
5. Flight delay compensation rs10000 per person
Total

The above cost does not include the personal grievence we had go through. The damages in term of the above cost is measurable but the inconvenience is such unbearable and had left all o[censored]s in dire torment which till now we can’t get over. It has definitely created a very negative impression of the jet airways as well as the airport staff. Though the torment is irreplaceable we do hope the jet airways will take responsibility and compensate us at least for the extra cost incurred. Failing which we shall extend this matter further to the national consumer helpline (Nch), dgca, sugam, iata, tourism board of india, and as well as to the press both in india and malaysia. We would like to get a reply from your goodself within the next 7 days. Herewith we attach the pictures of our conditions at the airport and the bills as well

Thank you as we write to you and awaiting your reply in great heartsick.

Yours sincerely