Jet Airways — Refusal by Mumbai domestic staff to assist passenger

Address:

Mumbai City, Maharashtra

I am a citizen and resident of Nigeria and visited India for a conference and a few days vacation. On 14 Sept, 2015, I flew business class on Jet Airways from Kochi to Mumbai. On arrival in Mumbai, I realised that I had forgotten my laptop at my hotel in Kochi, the Lulu Marriott. I called the hotel and they confirmed they had the laptop. The challenge was how to get it to me as I was scheduled to leave India for Nigeria on 16 Sept from Mumbai.

I approached the Jet Airways staff in the domestic airport in Mumbai to seek their assistance in arranging for the laptop to be delivered to Jet Airways in Kochi so it can be sent to Jet Airways in Mumbai from where I'll pick it up. The Jet Airways staff referred me to their supervisor. The supervisor bluntly refused to assist and gave no reason for his attitude. I did not get his name but he is a short fellow, about 5ft 8ins, and plump for his height.

As a result of his refusal and the inability to find a courier service prepared to guarantee delivery of the laptop before my departure on Sept 16, I had no choice but to fly back to Kochi today 15 Sept to pick up the laptop and return to Mumbai. You'll see I boarded a flight from Mumbai to Kochi on Jet Airways on Sept 12, returned to Mumbai on Sept 14 and then had to fly to and from Kochi again today.

The failure of your Mumbai domestic supervisor to provide any assistance to one of your passengers forcing me to fly back to Kochi just to pick up the laptop left a very sour taste in the mouth. This is unfortunate as my experience of your service was otherwise very positive.