Hi guys,

That's what you get as a Premier (business class) passengers. My original complaint in purple.

This will be my first and last time flying this crap airline.

Pls feel free to sound out your opinion, if you think I'm sprouting nonsense...

Thanks.


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to me, Office

Our Ref No:

14 January 2010

Mr

Email: @gmail.com

Dear Mr ,

Thank you for writing to Jet Airways. I refer to your email dated January 11, 2010, addressed to our Chief Executive Officer, Mr. CEO. I am responding to you on his behalf.

I have read through your original email and the response sent to you by my colleague Mr CRO. I am sorry that the same was disappointing for you and did not meet your expectations.

Customer Care is our aim and hence it is certainly a matter of concern for us when a guest writes that service rendered during the travel was less than satisfactory and had caused inconvenience. I assure you that your communication did receive our adequate and sincere attention.

Though Mr. CRO has touched upon the concerns, I take this opportunity to clarify further on some of the issues you have shared.

Currently Web Check-in is not available for children and for guests travelling with children booked in the same PNR. However, we do propose to offer this facility and currently we are working on the same.

I have noted your experience at Delhi Airport, prior to your connecting on the Delhi-Brussels flight. As your incoming flight from Singapore was delayed, our staff had no other alternative but to request you to rush for the onward flight as the connecting time had reduced considerably.
You will appreciate; the process of Clearing security and immigration checks do take some time and hence the request was made in your own interest and convenience rather than with the intention to cause any discomfort to you.

However, I apologise for the inconvenience caused to you when the new hand baggage tags were not given to you during your return travel. This matter has been brought to the attention of our Delhi Airport Manager, so as to apportion responsibility and brief the staff members to be proactive in assisting the guests in such matters.

I have noted your comments with regard to the service you received at Brussels airport during passport checks. These checks are made by the Government Agencies at the Airports and as an airline we have no control over their functioning.

With regard to the seating issue at Brussels, I can confirm that you were through checked in from Singapore up to Toronto.

You were assigned seats 3G and 3D for the New Delhi-Brussels-Toronto sector. Due to an aircraft change, your seats were changed to 5A and 5D.

On your return journey too, seats 1H and 1K were pre-reserved for you. However, due to aircraft change the seats were changed. The issue of seat change as well as the staff handling has been noted for suitable internal action. It is valid that on a new aircraft a similar seat should be offered to the guest and staff should handle such issues in a very professional manner.

Mr , I am also sorry that your flight from Brussels to New Delhi on December 17, 2009 was delayed due to technical reasons. While maintaining flight schedules is our primary aim, guest safety is of utmost importance to us and hence any technical issue being detected prior to the flight departure is attended to, immediately.

Considering the overall experience, as a token of our regret for the disappointment you experienced, I am pleased to credit 5000 JP Miles to your JetPrivilege membership account. I trust you will accept the same in the grace and spirit in which it is made.

Mr , as an airline, we are sensitive towards our service delivery. It will never be our intent to cause inconvenience to any of our guests, at any point in time. Our efforts to improve our processes and service delivery will continue without any complacency.

I thank you for communicating with us and allowing me to explain. We look forward to an early opportunity to restore your full confidence in Jet Airways.

Yours Sincerely

Manager - Customer Relations
@jetairways.com
Tel: + 91

CC: Mr CEO

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01/11/2010 10:34 AM To CEO

cc [email protected]

Subject Fwd: Your Experience With Jet Airways


11th Jan 2010

Attention: Mr. CEO
Chief Executive Officer
Jet Airways (India) Ltd
Via email only

Dear Sir,

I forward below string of emails for your kind perusal. The email in blue text is my original complaint for which I have not received a satisfactory reply.

Thank you very much.

Warm regards,.


---------- Forwarded message ----------
From:
Date: Mon, Jan 4, 2010 at 22:05
Subject: Re: Your Experience With Jet Airways
To: "[email protected]" <[email protected]>

Hi ,

Having waited 2 weeks for a response, frankly, I wasn't really expecting an email with some standard replies brushing aside what I have experienced and encountered.

I believe in order to make good consumers' lost faith in continually support your airline, you have to do better than that. I was expecting some form of goodwill compensation in the form of perhaps seat upgrade for future bookings or similar. To give you an example, I once had mishandled baggage issues with Emirates (economy class) flying from SIN-DXB-NCE and after reviewing of our feedback, they gave our entire group (of 5 pax) 2 free upgrade vouchers each person. We were genuinely surprised of such gesture.

What I have been through on this entire trip is real and probably would not have been encountered on most of other airlines.

Would you care to review my case again or shall I take it up with your higher management in India?

Thanks and regards,

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On Mon, Jan 4, 2010 at 20:20, [email protected]
<[email protected]> wrote:

Our Ref No:

04 January 2010

Mr

Email:

Dear Mr

This has reference to your email dated December 21, 2009. I apologise for the delay in responding to you.

I have taken note of your views regarding our web check-in service.

Mr , I would like to share with you that web check-in is currently restricted and not available for Infants and Children - If an infant or a child is a part of a group/PNR than the all the guests will have to check-in at the airport and cannot check-in on the web. However, our e-Commerce team is working on the web check-in facility to make it more user friendly.

I am sorry for the inconvenience caused at Delhi airport due to the short connecting time between the two flights as mentioned by you. Please be assured that the issue has been brought to the attention of the concerned division.

With regard to the passport and visa issue at Brussels airport, I do understand the anxiety caused to you and your child. I would like to mention that under certain circumstances the Airport Security Staff do verify the documents before guest enter bridge to board the plane. I am also concerned to learn about the seating issue on your Brussels – Toronto flight. I apologise for the error and assure that the matter has been taken up internally to avoid such incidents in future.

Mr , I regret to note your disappointment with the seats allotted to you on your return flight from Toronto to Delhi on December 16, 2009. Having looked into the matter, I understand that seats 1H and 1K was available only on the Toronto – Brussels sector and not on the Brussels – Delhi sector, hence, the staff could not accede to your request. Nevertheless, the issues raised by you have been shared with our Toronto Airport Manager.

I have also taken cognizance of your detailed comments regarding the service received at Brussels and Delhi airport during your return journey. I thank you for your feedback and assure that the same have been forwarded to our Brussels and Delhi Airport Managers to ensure that our elite guests are facilitated to the maximum extent possible.

In this environment of global competition, we realise the responsibility we have of maintaining the confidence of our guests in the services that we have to offer. We assure that we will continue to work in the direction that will help us look inwards and further strengthen the various aspects of our services.

Thank you for communicating with us again.

I hope you would give us another opportunity of serving you and look forward to welcome you on board again soon.

Yours Sincerely

Customer Relations

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Hi ,

Thank you for your reply dated 26 Nov 09. Sorry for the late reply as I just arrived in Singapore on 18 Dec 09.
After what transpire on my return trip, I would like to put down in writing to fully describe what I went through on the outbound and inbound flights.
20 Nov 09

- I checked in at Singapore Changi Airport as my booking does not allow me to do web check-in. I was told that having a child in the booking is the cause. I have travelled with a lot of airlines (business and economy class) and all allowed web check-in even there’s a child in the booking. Can I know the reason why 9W does not allow it?

- I was issued through boarding passes for SIN-DEL, DEL-BRU and BRU-YYZ in Singapore.
21 Nov 09
- The 45-mins connection between 9W17 and 9W230 is way too short. The representative that met us at the arrival gate was practically rushing us thru the arrival area, thru the airport security checks, delays at the security checks as there were no security tags being issued to our hand luggage, making our way to the departure gate and taking the bus from there to the aircraft which is not docked at terminal. It is difficult rushing thru this procedure with a child. I can’t imagine how the elders can make that connection.

- At Brussels airport for the BRU-YYZ flight, I was stopped by a lady custom officer who was checking the passports. She asked about our visa to Canada. I told her Singapore is exempte. She did not believe, brought us one side while the other passengers continue boarding the plane. After I showed her a documentary proof in my cellphone showing that Singaporean was exempted Canada visa, she still does not believe. This continues for about 10mins before she finally took out a paper from her own wallet and then accepted that Singaporean does not need visa. My child was so scared that we couldn’t board that plane. And why didn’t she took out the papers right from the beginning? This could have saved us the embarrassment when boarding passengers stared at us like we were illegal.

- After that, I was brought one side by 9W staff claiming that there is problem with my seats. The male staff kept calling his supervisor and said “I have 2 passengers in front of me holding Premier class boarding passes but they are not checked in!” I can’t believe how this could be the situation when the Singapore staff who issued the boarding passes must have entered the data into the system. I stood there at the gate counter with my poor child for thirty five (35) minutes before the ordeal is over and the staff did apologize claiming that it was a ‘mistaken logistic error’.
16 Dec 09
- When I arrived Toronto airport to check-in, my son and I were issued 1C and 1G, separate seat. When I queried the check-in staff, she then changed it to 1D and 1G. I asked her how come my original seats (1H and 1K) were changed. Her reply was that there was an aircraft change and that the seats were reallocated. I then asked her to see if she can changed it back as my son has been looking forward to a window seat and I do not want to disappoint him. The lady then called someone on the phone and after some conversation, told me to proceed to the gate with the 1D and 1G boarding passes and looking for her supervisor Mr. Atul (or similar name) and he will help to change the seat to 1H and 1K. When I reach the gate, I was shocked when the staff there told me that Mr. Atul was not on duty that day! I mean, why does the check-in lady has to trick me so that she can get me out of her way?

- I then highlighted the issue to the duty manager at the gate and he, together with the in-flight supervisor, made the change possible when the a young Indian lady seat at 1K agreed to give us 1H and 1K and she moved to 1G. I thanked them for their effort.

- When I later asked the Indian lady about when she was allocated seat 1K, she told me she was upgraded from economy class at the airport and that she didn’t have Jet Privilege Gold or Platinum. I was very shocked! I am a paying business class passenger who booked months ahead and that my preferred (and original) seats were swapped out with an upgraded economy passenger??
17 Dec 09
- At Brussels gate for BRU-DEL flight, as I’m still holding on to 1D,1G boarding passes, I asked a lady at the gate if she can help me swap seats and briefly told her the issue. I was met with an extremely rude 1-second answer ‘No, flight full’.
18 Dec 09
- BRU-DEL flight was delayed 3 hours due to a technical issue with the door. I arrived DEL airport at 18 Dec 09 after 0100hrs. The ground staff then took us, together with some other transfer passengers, to a common area and told us to sit there and wait till 0700hrs when the transfer desk staff will arrive. I told him again that I am on business class and I would like to proceed to the lounge to wait. He then reluctantly brought us there.

- 0855hrs 9W18 flight, a lady staff only came to the lounge looking for us at 0815hrs. She asked me to proceed downstairs thru the security on my own. When I’m there, the security officer refused to let me thru saying that my boarding passes were not marked with certain transfer indicator or tag or wording. I went back to the lounge, the lady marked the passes and then I went downstairs again. This time, another security officer refused to let us through again, saying that our hand luggage does not have the security-tagged. I went upstairs again, looked for that same lady (lucky she’s still around at the next door lounge!), told her the problem and ask if she could bring us through the security. She then went downstairs with us and took 2 leftover tags belonging to some other airline from a counter and put it onto the luggage and we went through the security. By the time we reach the plane, it was 0845hrs.

Overall, I am satisfied and happy with the service level that the cabin crew is providing and I am sure their commitment and service will commensurate with Jet Airway’s slogan of ‘Asia’s best’. This was indicated in my earlier feedback form. However, the above described events and ordeals that I went through at the airports, gates and ground staff demands a lot of improvement. I would definitely have my reservations in future should I need to transit thru India and be vividly reminded of what I went thru on this entire trip.

I hope you can investigate further and provide some explanations on the shortcomings I faced.

Thank you and regards,

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On Thu, Nov 26, 2009 at 19:47, [email protected] <[email protected]> wrote:

Our Ref No: BOM/CCI/PS/251109/4617551

26 November 2009

Email:

Dear Mr

Thank you for flying Jet Airways and sharing your experience with us through the Comment Form during your travel from Singapore to Toronto on November 20, 2009

I am pleased to note your appreciation for our airline and the services rendered by our cabin crew members on the flights.

We expect our staff to provide efficient, professional and personalised service at all times, hence, your comments are motivating. I have forwarded the same to our Inflight division to share it with the crew members.

However, I am concerned to learn about your experience at the boarding gate in Brussels airport. Please be assured that the matter has been brought to the attention of our Brussels Airport Manager to ensure that guests are not inconvenienced during their journey.

Thank you again for taking the time to communicate with us.

It is a pleasure to have you as our esteemed guest and we look forward to welcome you on board again soon.

Yours Sincerely

Customer Relations