Jet Airways — Poor customer service

Address:

Mumbai City, Maharashtra, 122003

Pnr reference - bhjmpq
Passenger - sayantan datta
Doj - 13th october 2016
Route - ccu - del

I do not hear a lot of my peers travel any more on jet airways. I never figured why till i was at the check in counter at kolkata on the 13th of october. I was flying to delhi and was carrying some baggage that i had prepaid for. Now, i am in a job where i travel for at least 25 weeks to 30 weeks in a year - that, i am sure you will agree, is a fair bit of traveling. So i was a little bit surprised when the executive at the check in counter began questioning my understand of what comprises of a laptop bag! This was surprising to me since i have been lugging around the same laptop bag with the same two laptops around the country and the world, for about 6 years now. Our laptops (Me and my wife) are heavy because we use high performance laptops, by a kilo and a few grams. The executive, tisa das, informed me that from 1st october policies prohibited heavy laptop bags and only allowed laptop pouches. So she charged me rs. 900/-.

Then she said that i was 15kgs overweight. Which was strange because i had paid for 10kgs online but she was unable to pull it up. So i showed her the receipt. From her facial expression, i don't think that she still found it but conceded that i was overweight by a couple of kilos.

Then her luggage man / staff started, without asking, pulling what i have, prior to 1st october, qualified as hand luggage and weighing. Now since my laptop bag was no longer a laptop bag so i needed to check in another bag. So i paid another 2800/-.

And in the entire conversation the executive, tisa das, had with me, there was no sign of apology. Because no one from the airline sent me any message saying that since 1st october, a laptop bag is not a laptop bag. She was rude, confrontational and frankly, knew a sum total of 3 sentences in grammatically correct english and had a constant frowning face.

At this point i was quite irritated and pissed. I don't mind at all paying the extra money. But i do mind untrained people sealing with me as a customer. I have been in the service industry since i passed out of college and if tisa was in my team, she would be fired within a day, for such behavior. The objective is not to squeeze money from customers but to optimize experience, profitably. At least i hope that that is the objective. Because without customer loyalty, and in light of the now very aggressive competition, jet airways is setting itsel[censored]p for failure.

I have flown with all your competitors in india. And even the latest avatar of air india (Often known for rudeness) does better than this. I am just one economy class customer but now i will actively avoid flying jet airways. And i can guarantee that i will discourage everyone who cares to listen. And just so you know, i had the option to fly air india and vistaara at the same ticket price, approximately!