Jet Airways — Poor and deficient Customer service

Address:	Mumbai City, Maharashtra
Website:	jetairways.com

I was traveling alone to Mumbai [9W 2202] from Swami Vivekanand Airport, Raipur on 28th July 2015.I had the most distasteful and humiliating experience traveling with Jet Airways. While paying Rs 2700 for my excess baggage, I realized to my horror that my debit card had expired. When I approached Mr Shailendra Singh at the check-in desk he said ‘How will you make the payment?’ I asked him to suggest alternate ways. He asked me if I had another card; I did not. He said he needed cash or card payment. I told him I have money in my account but my card expired last month unfortunately. ‘Could I pay at the Mumbai Airport?’ I asked ‘Once the flight takes off we cannot generate any receipts, ’ he said unhelpful. ‘Can I make an online payment?’ I suggested. ‘There is not facility for online payment’ he coldly replied. ‘Then what I can do?’I asked desperate. He suggested someone go to the Mumbai airport right away and makes the payment at the Jet booking counter. Only after the payment was received, I could be allowed in with my excess baggage. It was already around 13:45 and the flight was scheduled to depart at 15:15.[I had started my security check-in around 13:15] I explained my house is in Navi Mumbai [Vashi] and the domestic airport at Santacruz is at least 60-70 minutes away minus vehicular traffic. Could he suggest some other form of payment? He said he had already told me what could be done. ‘But going to Mumbai airport is not possible!’ I protested. ‘Send a relative’, he said. ‘There is too much of a time crunch. I might miss my flight!’ He coldly replied ‘You can board only with 15 kgs check in and 7 kgs cabin luggage. Your excess baggage cannot be allowed in.’ “But there are important books I don’t want to part away with! I must take them!’ Mr Shailendra Singh replied ‘Nothing can be done. Only 15 kgs + 7 kgs is allowed .Leave the rest of your bags behind if you cannot pay before the flight takes off. These are the rules.” I was traveling alone and knew no one at Raipur to leave the bags behind with. A small malfunction with my card and I would have to part with my treasure of books and other personal belongings ! Tears started swelling in my eyes and I could feel a lump in my throat. Determined I asked him if I could speak with a senior manager. He pointed ‘That tall man over there. He cannot do anything either’ he added. I spoke to Quresh Hussain, the senior manager who said he would look into the matter. I was in a state of panic and tears started rolling down my cheeks. Mr Quresh gave me some water and asked me to wait till he thought of something. I requested if there was any way I could pay later. He said Jet requires all payments to be closed before the flight takes off. There is no system of online payment. I suggested if my parents could transfer money to an account from which money could be withdrawn. He shared a colleague Mr V.Anish Kumar’s account details with me .Only once the payment was received in his account, he would withdraw it and hand it to me. It was 14:11 and a race against time for my panicking mother back home who pleaded with the bank manager and cut lines to achieve the strict deadline. Mr Anish received the payment between 14:30 – 14:40 and I was able to make the excess baggage payment in cash. I thanked Mr Quresh and proceeded to check-in between 14-45 – 14:55. The entire ordeal cost me and my family a lot of mental stress and humiliation. Mr Shailendra’s responses were cold and unhelpful .During the entire length of the conversation, he did not use any polite words [‘I am very sorry but..’ or ‘Please, could you check with a senior..’] His suggestions were deficient and implausible to follow [Send someone at the Mumbai Airport, Leave your luggage behind]Needless to say, Jet Airway’s services were poor, slow and deficient. The staff was unable to help or provide immediate relief and solution. Mr Quresh who acted on a humanitarian ground agreed to my suggestion of transferring money to a personal account. However, Jet airways had not alternatives or help at hand. Moreover, they were indifferent and apathetic to a passenger’s genuine plight. I seek a thorough inquiry in the matter and an apology from Jet Airways. I hope Jet Airways would be more responsible, kind and solution-oriented in the future with its future passengers .