Jet Airways — Lost baggage more than 20 days- Lousy customer service

Address:	560038
Website:	jetairways.com

Inspite of writing to even the CEO I have no response and no bag.

Dear Mr. Amit Agarwal

I hope you will allow me to take up five minutes out of your very busy schedule to voice some customer feedback. I know this maybe a small issue for you, but for us the customer, this was a big issue and has clouded our whole Jet Airways experience. I am writing to you as a last resort, trusting you and your team at Jet Airways will respond and try and make this right in whatever way possible. The ball is in your court now Mr. Agarwal. We hope you will welcome us back into the fold of satisfied Jet customers.

We travelled on the 14th of December Rome-Abu Dhabi-Mangalore by Etihad Jet alliance. When we reached Mangalore, one of our suitcases did not arrive. Unfortunately this was the suitcase of one of our four kids and so added to our frustration, was the extreme disappointment of the child who foresaw a holiday sans their best clothes (which included clothes for Christmas and weddings we were to attend).

Of course the usual report was made at Mangalore airport and then began a daily follow up by me. After two days, when I called they informed me that the bag had been located in Manila. It had inadvertently been sent from Abu Dhabi to Manila. Since it had been located, I was assured that within a day or two the bag would be rerouted and arrive in Mangalore. This did not happen. After a few days I was told the bag had reached Abu Dhabi at least, but again apparently this was a miscommunication and the bag was indeed still in Manila. 22 days have now passed, we are back in Rome and the bag is still in Manila; and I have no communication from your side as to anything. I was last made to understand that the bag would be declared lost and I would hear from the baggage claims division as to the compensation. However- so far nothing, and as you might have guessed I am one very disappointed customer and as a very frequent international traveler, I must add that we have never experienced these levels of poor service from any airline ever.

Let me add here, that whenever I spoke to or met the staff at Jet Airways Mangalore including your station Manager Mr. Hyder they were polite and tried to be helpful. However that was when I initiated contact, which was every day and even included hounding the station manager at the airport itself. I would have expected a higher level of service, where jet airways regularly updated me on the status of the bag and escalated the issue to the point of ensuring the bag did reach us.

I cannot understand why a lost bag that was located, was not on priority rerouted to the passenger. There seems to be a larger issue here, that hopefully you as senior management will address. More importantly the lack of service quality must be addressed. We travel Jet airways often and as expats working for the United Nations are proud to tell everyone that Jet is the best airline in India. Hence it is all the more disheartening to have had this experience.

We do hope you can help us. Not only do we hope to receive the compensation due at the earliest, but since the bag has been located, we would still very much like to have the bag delivered to us (now to our home in Rome of which details have been given).

Thank you for your time and look forward to hearing from you at the earliest.

Regards,

Gerard Rebello
United Nations World Food Programme
Rome, Italy