I arrived at London Heathrow at 16.00 on 31st March 2018 to be told the check-in desk for Jet Airlines for the flight 9W115 17.05 flight to Mumbai was closed. I had arrived within the 'one hour before' slot. I was sent to another desk where there were 3 women. One of them was busy, the other two totally ignored me after me repeatedly asking for help, in a slight state of panic. By the time the one woman spoke to me she said I had missed the 'one hour before' slot to be able to board the plane. I was a sole passenger with one bag and I know I would have made that flight, considering later on I found out the passengers had not even started boarding that plane at 16.00. I was told I could not board and had to re-book another flight. While I do not agree with the decision, that was the situation. I was told to get in touch with my travel company, and did so, to be told that I had to re-pay for two more flights, (outbound and inbound). This seems totally unacceptable considering my return flights were two weeks later on 15th April, flight 9W263 10.00 to Delhi and 9W122 to LHR. I was informed it is the airlines decision to make you do this. I would like to understand why. I feel this is a quick way to make money which is not fair to the customer. I appreciate I had to pay for another out-going flight, (even though I was at the airport on time and would have made that flight) but should not have had to pay for the in-coming flights as they hadn't happened yet and I had to re-book the new out-going flight at that moment so I definitely needed to come back to the UK.
When the travel company re-booked my new out-going flight, I was told they would email me my new flight home. When I arrived in Kathmandu via Delhi on flight 9W268 at 16.15 I found out my new flights 9W249 15.50 to Mumbai and 9W120 to LHR did not get me back to the UK until Monday 16th April 06.45. This was not acceptable as I needed to be at work on Monday.
I explained this to my guide who was supposed to look into this and change but flight. Unfortunately he did not do this and by the time I was back with access to wifi after a trekking holiday, I was told it was too late to get back on the original flights.
My complaints are: Why wasn't I allowed to board the original flight when arrived in plenty of time to board the flight which was late boarding and taking off?
Why did I have to re-pay for my incoming flights on 15th April when they obviously hadn't happened yet?
Why was I expected to re-pay for both flights?
It totally spoilt my holiday, due to the stress levels of worrying about not being back for work and how I am going to pay for the new flights.
I would like some kind of refund for the stress that I suffered while on holiday and I am sorry to say, if this is the way customers are treated I will not be booking with Jet Airlines again.
I have heard that it was because the plane was over-booked and someone else was given my seat. Even if this was the case, no-one had been given my seat on the flights home so I should have just been reallocated those seats instead of having to re-book a totally different flight.
I hope this matter will be looked into and I hope to hear from you soon with some kind of answers and compensation.