Jet Airways — Mishandling of ticket booking

Address:	Mumbai City, Maharashtra, 560071
Website:	www.jetairways.com

I like to complain about bad services of Jet Airways ticketing department[protected] on resolving a system issue. We were made to spend 12 hours of our time on phone to get this issue resolved and asked to talk to partner airlines directly to help Jet resolve the issue rather than taking ownership of an issue for the ticket issued by Jet. We are still unable to web check in and left in despair for last minute seat availability.

I like to claim a compensation for this harassment.

My ticket details are-
Passenger name: Tapan Rajnikant Mehta
PNR: XZDEYW
Sector: Mumbai - Paris - San Francisco
Ticket no:[protected]

Sequence of events
1) On 30th, at 5pm IST, we received an email from Price Line (Ticketing agent) informing that our ticket was cancelled by airlines at last minute
2) After call by Tapan to Price Line, the agent (Price Line) called Jet Airways US office. Despite the ticket was booked by Jet, the airline staff in the US asked our agent to talk to Jet's partner airlines (Air France) directly to resolve this issue without talking ownership of resolving the issue
3) Price LIne spoke to Air France and got ticket confirmation
4) Again Tapan Mehta called Jet Airways from[protected] at around 7pm informing that we have received confirmation from Air France. However, Jet Airways again asked Tapan to ask Travel Agent to speak to Jet Airways. Tapan again spoke to travel agent.
5) Price Line again called Jet Airways called UK office (person was probably Sadique) at 0900pm yesterday. Sadique confirmed that he will again check the system and come back by 1200 midnight. He or Vilal would come back on Tapan's INdia numbers,
6) We did not receive any calls till 0130am India time. Tapan again called Price Line. Price Line again conferenced Jet Airways at that time. They again asked for some more time and requested time till 1200 noon next day
7) Tapan again called Jet Airways multiple times 1 July morning (at 8am, 11.30am, 1200am) - The staff kept asking for more time wihout giving resolution. Every time Tapan had to call
8) Finally Tapan was able to talk to Imran, who actually started working on the request to chase partner airlines after 2pm, after 16 hours from the first request.
9) IN the meanwhile Tapan's brother - Kirtan Mehta started chasing from Bangalore. He spoke to an contact center officer.The officer took half an hour to escalate to Aman. There was no acknowledgement of problem from airlines side. Again disowning ownership, I was again asked to call up Air France to ask them to confirm ticket back to Jet Airways. I declined to accept this solution to do this task on behalf of Jet and requested him to escalate the matter to Parents (his manager, have not got the name right). He disconnected the phone without transferring it. Again I called back through general line to reach to that manager. I was put on hold for another 20 minutes without transferring the call. Again I disconnected and spoke to another agent, Priya. FInally she transferred to Parents.. As I did not reach resolution with him, I requested him to escalate to Anish Shaikh (his manager)
10) IN the mean while, Imran finally spoke to Airfrance nearly after 24 hours of the first call from customer side to get the confirmation. We are still unable to do web checkin. We pursudaed him to do the web checkin but he declined. Finally after lot of prodding, he just agreed to formally confirm on email that our ticket is again confirmed.
11) After speaking to Anish, he realised the issue after 30 minutes of talk to atleast accept the mistake.
12) At the airport, Tapan was not issued boarding pass for Paris SFO leg. He has been asked to collect the same from Air France directly. Find this as quite crazy that the airline is not in a position to issue the boarding pass despite issuing the ticket. Also Tapan just have 1.5 hours at airport.. In that short time, he need to additionally manage contacting airlines to get boarding pass. It is quite discomforting to travel to another transit country without appropriate travel documents.

Every one has been completely non-committal around the chain to recognise that they have missed their own deadline multiple times and they need to be sorry to customer for the same (not a single person in the chain acknowledged it till Anish finally understood). Everyone had an audacity to keep asking us to call them again and again. Every call takes atleast 15 min to reach previous person. Aman had an audacity to not come on call for three attempts (disconnected the first time, put on long hold for the 2nd time, did not come on for 3rd time). In the entire process, we just received one call back from Imran after 24 hours, We ended up spending 10 hours of time on phone to resolve this. Still we have not been helped by doing a seat booking, left to last minute booking/

A really sad way of dealing with Jet Airways contact center. We have not been given any senior persons email address despite asking for it multiple times citing company policy.

Request you to look into the matter. Look forward to appropriate compensation for waste of 12 hours of time. Also request you to make available transcript of all the calls that we have done as an evidence.

In case we are not satisfied with the response, we will register this grievance with consumer court to take this forward.