It has been one of the most horrific, disgusting, sickening, and the worst experience of having travelled by Jet Airways to India for a vacation which my family was keen and eagerly looking forward to for many months. Right from the start of leaving YYZ, our experience with check in formalities, either by using Web Check in or calling in the customer service has been deploring. The seats assigned to us at the time of booking the tickets was changed at the last minute and seats were all over the plane, and with a child traveling, there should have been consideration that the mother and child need to travel together.
To add to this initial horrific experience is the next saga of missing baggages…my flight from BRU to AUH (Aug 11) was delayed due to which the flight departed late and arrived late at AUH, and the connecting flight to BLR was missed. The next flight to BLR was next morning and I had to spend more than 12 hours at the airport, and finally when I landed at BLR the next day again late by 2 hours, I land without my bags. This is after traveling for more than 30 hours and the stress and trauma that I had to go through….Assurances, promises that the bags will be delivered to my home by next morning was made, but it never happened. I had to spend the next 4 days calling and chasing people all over to find out the status of my bags. The call center people had no clue or idea as to what was the status of the bags…first of all it’s a nightmare to reach someone on the toll free # who can understand and efficiently respond to questions and queries…..they are like parrots who have been told to read responses from a written script and they don’t deviate from it…when asked that the call be directed to their supervisor or manager - the response is “Sorry” we cannot do that, or “ we are not allowed to give that information”…..is this the way a call center functions…
Do me a favor Mr Goyal……invest some training dollars in your staff…let them understand and learn as to how to deal with customers and not be responding to a written script. This is not how call centers function all over the world. Also provide them some knowledge and understanding of the geography of India…let them know where Bangalore is and where is Mysore on the map of India. Your call center folks (I had to speak to 19 of them) over the 4 days to ask about missing bags, and their response was where is Mysore? How far is it from BLR? Seriously!!
After all this the day I was to leave Mysore I was told that the bags are in BLR airport and they will be delivered the next morning. Each and every call center personnel had different answers over the past 4 days, and each one said that they will be delivered either in the morning, afternoon, evening on each day from Aug 11, 12, 13 & 14. I was shocked and distraught at the responses and still did not have a clear idea. Finally the agents at the BLR airport said that the bags will be on a BUS which will come to Mysore Bus Station at 2.30 pm in the afternoon and that I should go and collect the bags….really….!!! this is one of the most disgusting and wretched response…I had no choice but to go and collect them, as I Needed them most desperately. Can I ask you who is going to re-imburse me for the clothes and daily things I needed during the 4 days without my bags, who is going to pay for the innumerable STD calls that I had to make to all Jet offices to find out the status of the bags, who is going to pay for the transportation cost from my home to the Bus station to retrieve my bags? YOU?
Well, the saga does not end here….this is on my return trip back to YYZ on Aug 28. Due to heavy rains and traffic snarls at PNQ airport, I arrived 5 mins late at the counter, and there was still 45 mins left for the flight to Delhi, but the lady at the check-in did not allow us check-in and were told that boarding was complete. She said that we should have done a web check in, however the web check in did not work, and there was an error message that we should see someone at the counter…..She did not even have the courtesy to hear us she just refused to check them in and started talking on the phone. There was absolutely no consideration given to the fact that I was travelling alone with my kid who were already worn out after such a long journey. I had a connection from Delhi @ 2.40 am to BRU and then onwards to YYZ by Jet and not by any other airline.
After pleading and requesting to be considerate, she advised that we should go and check with Air India, IndiGO, GO Air and other airlines if they have 2 seats and if they can accommodate us, but to our luck none of them had seats and claimed to be full. With the risk of missing our connection at Delhi, and being in a state of panic and stress, there was no solution forthcoming. After pleading and begging, finally I was advised that the only choice is to book online and pay a separate fare for traveling on AI to Delhi, which I did and finally landed at midnight at Delhi and made sure that I connected to flight to YYZ.
Let me ask you, who is going to pay me or reimburse me for the extra cost that I had to incur for traveling to Delhi on AI? YOU? Would you have paid me for the fare to YYZ, if I had not made the connection at Delhi? Who is going to compensate for the all stress, trauma, grief that I have experienced with Jet? Can you quantify a $$ value? We book our tickets many months in advance and upfront our hard earned after tax dollars to get value for the service. If we had invested the $$ I would have probably earned interest. Would you compensate me the loss in interest earned? Inspite of paying for the tickets upfront, there was no gratification and nothing but misery.
Mr Goyal, I have travelled a lot and do travel each and every week…and have never had such a bad experience with any other airline. There is a lot to be desired with Jet and suggest that a learning experience with major North American & European carriers be undertaken.
This is not the first time that I have heard of such wretched and disgusting service from Jet. Many of my friends, colleagues, business travelers have had the same opinion. No wonder your complaints page is overflowing with pages and pages of complaints, and I begin to wonder if there will ever be a resolution. It’s horrifying to read about people’s experiences, and comments. I seriously begin to wonder as to why Jet is still in business.
I am forwarding this note to all the news agencies, social media, press local and international, competition and aviation authorities…so that this may be broadcast or published so people take note of it. Also please stand by your mission statement and all the claims that you make of your airline. The website has so many false claims and promises which are never adhered and addressed. This is fraudulent and misleading and gullible people fall for such claims. At the same time I will be advising all my contacts, friends and families never to travel by Jet ever.
I would like to know how you propose to rectify this issue and what actions are you proposing to take to compensate for the grief, and the issue that I have faced with Jet.
I am skeptical that I will ever receive a response to this note of mine, as this one too will be discarded and trashed, like the millions of other complaints and issues which have been raised, but will keep a glimmer of hope that some response will be received. At the least people will be made aware of the continuing issues with Jet and will make a concerted and educated decision of ever choosing Jet for their flying needs.