Jet Airways — Shoddy customer service

Website:

www.jetairways.com/EN/IN/Home.aspx

I find myself writing to you today appalled by the way I was treated by your staff. Delayed flights do happen however your staff seem to be flying at high altitude dealing with staff with a heavy hand. I was scheduled on the 8th of Jan to fly out of Pune via Delhi with my final destination as Toronto. Having started my journey at 9:30 pm yesterday from Pune, I was a little concerned about making my connection via Delhi having heard about the weather conditions. I was assured by the manager there that everything would be fine and that the plane would wait if the flight from Pune was a few minutes late given that other passengers were scheduled on the same flight. At this time I was not informed about the flight from Delhi being preponed to depart at 2:30 instead of 3:00. I was again assured that there would be staff waiting in Delhi to help me make my connection by the air hostesses. On landing in Delhi at 2:15 am, a staff member greeted us and assembled all passengers travelling via Brussels. We were then herded through the terminal thinking that we were being directed to our connecting flight. It wasn't until we reached the baggage claim counter that we were informed that we would not be making our connection and that we were being booked for a flight the next day. Flight delays due to uncertain weather conditions is understandable. However as a passenger being given false promises and not receiving any information from the airline reflects poor customer service, and it seems like once again you hold the infamous prize for not meeting scheduled times. Unfortunately this is where the nightmare begins. After being assured by your staff of how the bookings for flight and hotels were being "handled" there was no one to be seen for about an hour. The other six passengers who were stranded with me were left with no information and no contact. We were then told to pick our baggage from one of the belts with no one to direct us on the location. At this point it had started to sink in that we were left to fend for ourselves. With my final destination for the journey being Regina, I knew I would be missing my connecting flight from Toronto. I had booked the flight 5 hours after the arrival of the Jet Airways flight to Toronto thinking it would be a good "buffer" in case of delays, but was I ever mistaken. With my flight from New Delhi now scheduled for the next day I was basically told to "figure things out" on my own for my journey from Toronto onwards and that Jet Airways was in no manner responsible or accountable for me missing the connection or for any additional charges that may incurr due to rescheduling. Having come to India on vacation for a mere two weeks to visit my aged grandmother and for a cousin's wedding; I had no access to either a phone network or internet. I was once again rudely told by your staff to figure things out on my own. Having scoured the airport for telephone booths, as luck would have it, the networks were all down. After explaining the situation to your staff (not having a place to stay in Toronto or any means of contacting Air Canada to reschedule my flight) and begging them to give me accesss to a phone, I received a phone to make calls three hour later. 900 dollars later (my own expense) and multiple calls to rescheduled my flight I was finally able to find a way home on my own. In the meantime no apologies were uttered but a lot of grunts and eye rolls were expressed by your staff. Three and a half hours after arrival in Delhi i.e. 5 am -- we had no confirmed flight and no hotels booked. The two business class passengers were scooted off to a hotel and we were told to wait since being in economy we were only eligible for a three star hotel. 5:45 we were finally scooted out of the airport, tickets in hand for the next day, once again no apologies. The four o[censored]s dragged our luggage along and were cramped into a cab on our way to the three star hotel - Om Paradise. On reaching our destination, I was not only disgusted with the conditions we were expected to live in but once again we were left on our own with no contact from the airline to check up on us. The hotel was in no comparison a three star, in fact it fell short of a one star. With tattered and stained sheets, and a toilet that reeked it was definitly not a place any one deserved to stay in. We were given the numbers of two of your managers, we were not able to reach either one of them. Being accustomed to your shoddy service were were not surprised when asked to make our way back to the airport on our own. 6:30 there is no one to greet us at the airport. Luckily were were able to track a staff memeber who infomed us that we were being transferred to another hotel and asked us to wait outside for the cab. 7:30 we have waited in the cold outside the airport for 45 minutes and none of your staff are to be seen. 7:45 we are greeted by one of your managers, Paramjit, who is apparently still arranging for a cab. On questioning him about how much longer we were to wait outside in the cold, he walks away pretending to be busy on the phone leaving us with a junior staff. 8:15 the junior staff member takes pity on us and invites us to stand inside by the ticketing booth as we wait for the cab. 8:45 the cab that took two hours to arrange finally arrives and five o[censored]s are cramped into it with our baggage. At this point I am too tired to complain since it seems to go unheard either way. Today not only were your staf[censored]nsympathetic and rude but the incidents that occurred reflected upon poor management and a complete disregard for your client's concerns. I am deeply hurt by your staff's behavior and feel like we were treated lesser than animals. I find it my duty no to let this incident go unnoticed and will make it a point to get this out on social media and the press(India as well as in Canada) so that others are aware of how passengers when at their most vulnerable are treated by your staff. If I had the option of redoing this trip, I would have rather missed my flight from Pune, missed a few days of work and not have been connected to your airline at all. An aggrieved passenger.