Jet Airways — misinformation and harassment causing great loss by jet airways ground staff at igi airport

Address:	Mumbai City, Maharashtra, 151001
Website:	www.jetairways.com/en/in/contactus/contact-us.aspx

Dear sir/madam

My name is nishant kumar and i am an indian passport holder having citizenship of india. I was travelling to australia on 6th december 2018 and for which i have booked my connecting flight from india to singapore (Jet airways flight 9w16) and singapore to melbourne (Scoot airways flight no. Tr18). I have australian visa with multiple entry which is valid for one year. My flight (I. E. Jet airways 9w16) was landing on terminal 3 at changi airport and my connecting flight from singapore changi airport to melbourne airport is scoot airways (Flight no tr18) which was taking off from terminal 2. The gap between two flights was 4 hour 40 minutes at changi airport. (Ticket attached)

This was to bring to their kind attention that i was wrongfully denied boarding pass (With this combination) by jet airways ground staff at igi terminal 3 and they forced me to book another ticket of quantas airline as a condition for receiving boarding pass, while boarding flight no. 9w16 from new delhi to singapore due to wrong combination of tickets and non availability of visa of singapore with me.

I was in possession of a valid australian visa, at the time of boarding of the flight. The reason given to me was that transit visa for this flight combination is not possible, and hence, the ground staff forced me to book another flight ticket in which there was no change of terminal.in fact one of their staff booked another ticket (Quantas airline) for me from his own mobile and i made the payment of approximately 33000.

I was well-aware of the rules that transit visa is required for change of terminal, however, that may only be obtained after arrival at singapore, as physical presence is required for the transit visa. It is also worth mentioning here that there is no minimum time prescribed for obtaining transit visa (In my case) in their rules for which i have been denied to get my boarding pass by jet airways staff (Rules attached for your reference)

Secondly, i have contacted the immigration authorities and airport staff of singapore airport, they have stated that indian passport holders having valid visa of australia can travel and stay in singapore, at transit free visa facility if they are staying in singapore for less than 96 hours. A copy of their reply is attached herewith for your reference. Therefore, there is no minimum time duration for which transit visa cannot be obtained.

Therefore, i was wrongfully denied boarding pass by jet airways ground staff, and i requested them a timely and speedy resolution of the matter. I also requested them to conduct an inquiry into the matter and compensate me for the expenses i had to bear for buying a new ticket, and the mental harassment that has been caused to me due to the gross misconduct of their ground staff, who had put me in such a situation that i had to urgently book the new ticket, just 10 minutes before close of boarding time. I sought to be compensated immediately with inr 50, 000 for mental harassment along with the price of new ticket booked by their staff after receiving payment from me. I also requested them to provide me the written rules under which they have denied to issue boarding pass and forced me to purchase a new ticket.

When i forwarded this complaint to their guest relation, this is the shocking response i have received from them.

Dear mr kumar,

Thank you for your patience.

I refer to your email below to share your experience during your travel on flight 9w16 of december 6, 2018 from delhi to singapore and onwards to australia.

We certainly understand your disappointment for not been able to travel as planned due to incomplete documents/visa to clear immigrations.

While we do not wish to undermine your views, allow me to share with you that at jet airways, we want all our guest to enjoy their travel and hence we are constantly working to enhance our services. However, for international travel, it is expected that the guests carry all appropriate and valid travel documents with them so as to clear the immigration and security checks at the respective airports. Airline staff can offer little assistance to the guests for any issues related to the travel documents and the acceptance of the guests on our flights solely depends upon the compliance of the submitted documents with the guidelines and regulations prescribed by the concerned government authorities. Our staff does seek guidance and clarification from the concerned immigration officers on duty or the liaison officers of the concerned consulate over any document submitted by the guest, whenever required.

Sir, airline is heavily fined for carriage of guests with incomplete documents and hence all travel documents are checked. Also we understand that the ticket is issued through a travel agent. May we mention here that all travel agents endeavor to inform guests about the requisite documentation that is required, in particular, for overseas travel if they are queried of the same.

Having investigated the matter with our delhi and singapore airport teams, we understand that you were initially booked on a low cost carrier (Lcc) scoot airlines, which operates from other terminal other than where jet airways operates.in such situation,

- guest must clear immigration even though no luggage.

- guest needs boarding pass to travel further from singapore.

- low cost carrier (Lcc) does not have check in facility (No transfer counter) inside terminal and they accept guests point to point. Hence, to get boarding pass of scoot airline, guest has to clear immigration at sin and report at main counter.

- guests with australia visa and ticket to australia, can have 96 hrs transfer facility at singapore. However, exit at singapore is not guaranteed even under this facility. ‘if a guest with reason/intention to clear immigration at singapore, must hold visa if he/she is from a visa required country’.

Having said the above, we understand that the staff at delhi airport was only trying to assist you to reach your destination without any hassles at transit stations. We regret if the demeanour in which the team interacted and assisted you was not as desired. Please note that we have apprised the delhi airport manager and the team has been briefed for better handling.

We hope you will not let this incident affect your views regarding our services and we look forward to welcome you aboard and to be of service.

I take this opportunity to wish you & your family, “compliments of the season & a happy and prosperous new year” from all o[censored]s at jet airways.

Thank you for communicating with us.

Warm regards,

Sheetal panchal

Guest relations

Jet airways (India) ltd. | hdil building kaledonia, 3rd floor | andheri - sahar road | andheri railway station east | mumbai 400 069 | india.

Having regards to this request i have sent following submission but not received any reply from any of their representative

Dear sheetal,

Thank you for your email, and communicating your response on the complaint that i had raised.

We certainly understand your disappointment for not been able to travel as planned due to incomplete documents/visa to clear immigrations.

Madam, i wish to correct you here and state that i was not travelling with incomplete visa documents to clear the immigration. I was carrying a valid indian passport, and a valid australian visa. So, kindly first try to understand the issue, before making such comments.

However, exit at singapore is not guaranteed even under this facility.

Kindly comment whether singapore government has given you the authority to question the rule that has been framed by the singapore government, and what basis you have decided that exit is not guaranteed. Have i been declared as a criminal, or a terrorist, by the indian or singaporean government, on the basis of which you have decided that my exit at the singapore airport is not guaranteed. Please produce the requisite documents, such as a contract, which gives details on the authority conferred upon you that permits you to decide that exit of any passenger with a valid visa is not guaranteed.

Also, i wanted to ask you whether you can forecast the probability of getting traveller's exit at the singapore immigration point under any agreement, or do you believe you are above the singaporean authorities to decide whether any passenger's exit from the singaporean airport.

Also, please let me know whether there is any written rule on the basis of which you have decided that my exit at the singaporean airport is not guaranteed.

Madam, your illogical reply is only an attempt to cover the mistakes of your own staff, who have committed gross negligence by disallowing my ticket. This was my last attempt to resolve the issue mutually, however, not accepting the misconduct of your staff, you have left me with no choice but to approach a court of competent jurisdiction to be adequately compensated for the loss of i have suffered due to the misconduct of your staff.

Kindly investigate my case and compensate me for the loss i suffered due to misinformation of jet airways ground staff.

I am reattaching all the supporting documents once again for your kind pursual. I want to file a consumer complaint in this regard. Kindly advise me the further process.