[Resolved] Jet Airways — not allowed to board the flight

vipssolanki17

from Bengaluru, Karnataka

Address:

Bangalore, Karnataka, 560045

I, vipul solanki, one of the passenger in jet airways flight no: 9w320 and pnr number: hmvdxe plying from blr to bdq on 4th feb, 2019; was not allowed to board the flight. I reached the blr airport by 4.55 am, even i requested to allow boarding as due to traffic i reached late, jet airways did not allow, told to take other flight, whereas still 1 hour was still pending.
Its very disheartening that no one helped me getting a way out as 1 hour before i was present in the airport but did not allow to board flight. I requested so many times, but no one heard my plea.
Unfortunately, i had to take spice jet flight at 8.40am. Later realised that the jet airways flight was delayed by 1 hour. What facility do you (Jet airways) provide? If you were knowing that the flight is going to be delayed, atleast you should have told me to wait for some time we will do something; opposite to which what service you gave was really pathetic. Seriously, worst service given by you, where passengers are not at all given proper service when they panic.
Atleast train your representative to attend the customers and listen, rather help them to overcome the panicking situation.
I didnt allow to board the flight, no refund given, no service given.
Worst service.

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Mar 28, 2019

Complaint marked as Resolved

Jet Airways customer support has been notified about the posted complaint.

Verified Support

Feb 25, 2019

Jet Airways Customer Care's response From: Guest Relations
Sent: Saturday, February 23, 2019 4:42 PM
To: [protected]@gmail.com
Subject: FW: BOM/CC/120219/3478060 : Not allowed to board flight 9w320 on 4th Feb 2019 HMVDXE[protected]

Our Ref No: BOM/CC/IM/120219/3478060

23 February 2019

Dear Mr. Solanki,

Thank you for your email. We sincerely appreciate your patience while we review the situation you described.
We regret to note your experience at Bengaluru Airport for flight 9W 320 to Vadodara of February 04, 2019. We understand their predicament on not being able to travel as planned.
Please allow me to mention that in keeping with our objective of on-time performance of our flights, as per laid down procedures, our check in counter closes 45 minutes prior to the departure of the flight. This is done to allow our staff adequate time to complete all the departure formalities to release the flight on time.
Having enquired, when you reported at the counter, the check-in had closed as per the counter closure time. You will appreciate that accepting guest after the flight is closed results in reopening the flight once again and redoing the departure formalities which delays the flight and inconveniences all other guests who have reported earlier.

Further, there is no reason whatsoever for our staff to decline accommodating guests if the flight is open. I can assure you that had it been remotely possible, our staff would have gladly accommodated you on board the above flight.

The situation as unfolded was completely circumstantial and time bound and we sorry if the handling efforts and explanation given by the staff has fallen short. All our airport procedures are at par with the standard operating procedures.

Be assured, it is never our intent to cause guest inconvenience at any given point of time. We appreciate your understanding on the above and regret our inability to offer a favourable response.
Notwithstanding the above, we look forward to welcoming you on board our flights.

Warm Regards

Indianna Mendonca
Guest Relations
Jet Airways (India) Ltd. | Kaledonia, 3rd floor | Andheri - Sahar Road | Andheri Railway Station East | Mumbai 400 069 | India.
[protected]@jetairways.com| www.jetairways.com