@JetAirways – Presumption, Chaos, Trouble Lies Lies Lies & #Inconvenience – 20 years Legacy

Jet-Airways-Logo

Listen, That is the first quality that qualifies you are caring for the customer, empathy understand the pain of your customers as yours, Solution – Understand what your core service is .

Dear Jet Airways, I am not sure if you ever watched the billboards of Lufthansa, It says – “All for this one moment”. That is the solution you are supposed to be providing, I Don’t take a train/bus other mode of transport if what I want is travelling soon, and travelling conveniently. YOU FAILED in that service.

Listen : I have a life, my time is precious,  just like yours, and my commitments are more important to me than spending time discussing arguing and pleading for you. which I had to do on 14 Aug 2013 at 5:04 AM after tiring 1:30 hour journey from J.P nagar to other end of the city Bangalore International Airport I had no sleep while I was working all night and I would not have woken up if I would have slept, (This is not your problem, this is mine I know that.) started at 3:30 AM from my home reached Bangalore airport at 5:00 AM at 5:04 I was at your counter enquiring about my son’s ticket to buy a ticket for my 2 year old son.

Because only the previous day I realised I did not book a ticket for him and tried relentlessly to reach after the agent #Expedia India confirmed that I have not made a booking for my son, and it was not a mistake in itenary I got. He called your operations and asked me to call “YOUR” customer care to make changes to the Itenary.

It happened around 11:00 on 13 I was trying since then … till I reached the airport, If you want to give me all possible customer care numbers I can give all the numbers from Toll-free to the local Bangalore, Delhi Numbers I called about 100 of times since …

When I spoke to your kind customer service or booking agent Mr. Srinivas(/an) it was 5:04 which I mentioned while he tried to escape in the airport by saying I am late and reiterating again and again that it was 5:04 AM. I know I should be atleast 1 hour before the flight departure. with a kid and knowing the situation I can’t afford that.

He said I am good to go, been in a lengthy line, got rejected , came back to request for a ticket. I did not say mistake is on him still, I just asked for a god damn ticket for my infant. at 5:00 AM he said I can’t board the flight, he said, in his polite tone , “Sir, You may board the plane” but can’t take the kid along with you. what is that ? My Son is not a carry bag I can drop and board the flight. I think he is an alien and doesn’t know what he was talking or must be thinking he can talk what ever he wish.

then arrives a guy going to chennai with 6 month old kid for almost same time flight, he initially rejected and when he told the kid is already in, he finally gave the ticket .

I am sure you overbooked the flight and made me a scape goat for your advantage.

I had to travel to chennai, then to Vijayawada which took about 24 hours, I would have left the issue if my son and travel sick wife wouldn’t have been there.NOT NOW !

I am surprised you took a request, from guest relations, btw do you know really what relation is ? just curious after the pleasant discussion with Srinivas. who bihearted the rule book without putting thought or humanity into it. Is it his character or does it represent Jet Airways as a whole ? come on How can assume you to be any different ? after all your response ensured that .

I Strongly recommend you , your collegues and management read All About a Dog – A. G. Gardiner (Must Read if your didn’t hear your teacher atleast now) (Source:Project Gutenberg)

I am posting all the conversation here for the benefit of poor souls who hope they will be able to reach quickly and reliably using your Services. I trust other wise.

Vasundhar  <email@gmail.com>
Jet Airways (India) Limited2 messages
Shweta Acharya <guest-troublemakers@jetairways.com> Wed, Aug 28, 2013 at 4:34 PM
To: email@gmail.com
Our Ref No: BOM/JKC/SP/140813/819313328 August 2013Mr Vasundhar

Email – email@gmail.com

Dear Mr ,

Warm Greetings!

This is further to my below email. Regrettably, our enquiries took a little longer than anticipated, as a result of which we were unable to respond to you sooner.

At the outset, please accept our sincere apologies for the difficulty faced by you while intending to contact our Reservation Call Centre for the infant ticket and thereafter the inconvenience at Bengaluru airport on August 14, 2013.

As rightly mentioned, the infant booking needs to be associated with the Adult booking and there are applicable charges for the infant ticket.

The difficult faced while accessing our Telephone lines for the infant booking is deeply regretted. Upon inquiry, I understand that in view of the festive season in the coming months the call volumes have increased considerably resulting in guests facing difficulty in getting through the Call Centre lines. Our Reservation Head is working at ways and means of handling the call volumes and we are hopeful that the issue will be resolved.

Our findings with our airport team indicate that you had reported to our staff at 0525hrs and showed the soft copy of the ticket in the PDF format on your mobile phone with 2 adult itinerary. Our staff presumed that you were inquiring if the soft copy would be adequate to enter the airport to which our staff agreed and guided to go ahead. At this time the staff only checked the ticket format and not the number of guests booked. Moreover there was no communication from you about your intention to purchase the infant ticket.

Regrettably, when you returned to our staff at 0540hrs, the flight was closed in the system. Our staff also contacted the seniors to check if any exception can be done, however as the flight closure documentation formalities was already initiated we were unable to assist you board the flight. While the next flight option was offered against applicable charges, you chose to cancel the ticket.

I regret the communication gap during your first interaction with our staff at the airport and assure you that the issue has been taken up with the Bengaluru Airport Manager for staff counselling.

Mr , it has never been our intention to inconvenience you in any way and request you to view the above incident in isolation.

Notwithstanding the above, we look forward to welcoming you on board your next Jet Airways flight.

Sincerely,

Shweta Acharya

Asst. Manager – Guest Relations

Jet Airways (India) Limited

Shweta Acharya/Kaledonia/Jetairways23/08/2013 10:12
To email@gmail.com
cc
Subject Fw: Our Ref – BOM/JKC/SP/140813/8193133

Dear Mr ,

Thank you for your below email. I will certainly revert to you once our investigation is completed.

Shweta Acharya

Asst. Manager – Guest Relations

Jet Airways (India) Limited

Vasundhar <email@gmail.com>20/08/2013 18:04
To Shweta Acharya <guest-troublemakers@jetairways.com>, guestrelations@jetairways.com
cc
Subject Re: Fw: Our Ref – BOM/JKC/SP/140813/8193133

Hi Shweta,

Please find the attached Itenary for your reference.

And here is my part of story since I am not sure if everything is documented in your place.

I booked the ticket through expedia and was trying to check if the third passenger (My Son) was registered while booking as I was not sure if the infant name will be listed or not.

after many unsuccessful attempts to check the webpage , I gave them a call one day prior to my travel to double check and add  if I can because there is no way to add an infant without having adult associated with. so weather I have added before or not I wanted to add. then the customer care guys checked my itenary and confirmed his name was not listed. Went ahead and spoke to your customer relations or what ever they deal with in the backend and asked me to call the Jet Airways numbers

1800225522 and 08039893333

I tried both the numbers many times since I got the update till the moment I started at home, and finally I thought I can go to the airport and sort it out.

First thing I did when I went to the airport is going to the jet airways counter and spoke to Mr. Srinivas , asked him if my son can travel with the same ticket as the name is not mentioned, he checked the system and said I am good to go.

after I went through a long que security guys stopped me asking for the name of my son in the ticket and I came back to Srinivas(an) asking how he said I can go ? then he said I can’t take my son and I can travel but kid can’t in a mechanical way. like my son is some carry bag and I can abandon at the gate. I got furious with his attitude and tried explaining the situation and clearly he was not sensitive enough to respond and act.

While I was standing there another gentleman came with same request, he fortunately got his 6 month old son made through the security but had to go through the same process, but after lot of time he was give a pass and allowed to travel.

I was running out of time and he said he checked with the crew 45 mins prior travel but said I can’t board the flight and I can only board the flight in the next flight by paying the expensive fare which is basically last minute fare …

What I don’t understand is if you have a customer wanting to buy a ticket and can’t solve his problem over the phone because of volume is there any emergency solution to handle this .. and what makes Jet airways claim the money and trouble caused to me which resulted in more than 24 hours of travel and trauma with a kid ?

I would like to know what is the solution you are going to provide to customers ?

Regards,

Vasundhar

On Mon, Aug 19, 2013 at 12:57 PM, Shweta Acharya <guest-troublemakers@jetairways.com> wrote:

Dear Mr ,

We are inquiring on this case and will revert to you shortly.

Shweta Acharya

Asst. Manager – Guest Relations

From:        Vasundhar <email@gmail.com>

To:        Guest Relations <guestrelations@jetairways.com>

Date:        08/17/2013 10:01 AM

Subject:        Re: Our Ref – BOM/JKC/SP/140813/8193133

Where is the update and money

Sent from my iPhone

On 14-Aug-2013, at 13:11, Guest Relations <guestrelations@jetairways.com> wrote:

Dear Mr ,

This has reference to your telephonic conversation with my colleague this morning.

The contents of your communication are being looked into and we will revert to you shortly.

The reference number for your communication is BOM/JKC/SP/140813/8193133 which can be quoted in all your future correspondence on this issue.

May we request you to please bear with us till such time.

Sincerely,

Shweta Acharya

Guest Relations

Jet Airways (India) Limited

Working Hours: Mon-Fri 0900-1730hrs

This message is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged information. If you have received this message in error, please notify the sender immediately and delete this message from your system. Reasonable precautions have been taken to ensure that this message is virus-free. However, Jet Airways (India) Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. www.jetairways.com

This message is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged information. If you have received this message in error, please notify the sender immediately and delete this message from your system. Reasonable precautions have been taken to ensure that this message is virus-free. However, Jet Airways (India) Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. www.jetairways.com

This message is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged information. If you have received this message in error, please notify the sender immediately and delete this message from your system. Reasonable precautions have been taken to ensure that this message is virus-free. However, Jet Airways (India) Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. www.jetairways.com

Vasundhar <email@gmail.com> Wed, Aug 28, 2013 at 9:41 PM
To: Shweta Acharya <guest-troublemakers@jetairways.com>
I was there at the airport and when I enquired time was NOT 525Hrs as you are claiming it was 504 Hrs. Knowing the ticket issue, I wouldn’t dare taking risk of reaching only 45 mins prior.I started at my home in J.P Nagar at 0330 and Reached at 5:00 at Bangalore International Airport.

Its Shame that after causing this much trouble to me, you still think you can get away with it.

Regards,

Vasundhar

On Wed, Aug 28, 2013 at 4:34 PM, Shweta Acharya <guest-troublemakers@jetairways.com> wrote:

Our Ref No: BOM/JKC/SP/140813/8193133

28 August 2013

Mr Vasundhar

Email – email@gmail.com

Dear Mr ,

Warm Greetings!

This is further to my below email. Regrettably, our enquiries took a little longer than anticipated, as a result of which we were unable to respond to you sooner.

At the outset, please accept our sincere apologies for the difficulty faced by you while intending to contact our Reservation Call Centre for the infant ticket and thereafter the inconvenience at Bengaluru airport on August 14, 2013.

As rightly mentioned, the infant booking needs to be associated with the Adult booking and there are applicable charges for the infant ticket.

The difficult faced while accessing our Telephone lines for the infant booking is deeply regretted. Upon inquiry, I understand that in view of the festive season in the coming months the call volumes have increased considerably resulting in guests facing difficulty in getting through the Call Centre lines. Our Reservation Head is working at ways and means of handling the call volumes and we are hopeful that the issue will be resolved.

Our findings with our airport team indicate that you had reported to our staff at 0525hrs and showed the soft copy of the ticket in the PDF format on your mobile phone with 2 adult itinerary. Our staff presumed(1 see below) that you were inquiring if the soft copy would be adequate to enter the airport to which our staff agreed and guided to go ahead. At this time the staff only checked the ticket format and not the number of guests booked. Moreover there was no communication from you about your intention to purchase the infant ticket.(2 see below)

>>1. (I think he is sitting there to listen to the guest, glad he did not “Presume” I am going to London, just make sure he doesn’t presume his salary every month) that you were inquiring if >>2. Another Presumption (Is it your/Srinivas Assumption? then why did he say he can only give a ticket 2 hours prior to the departure and where does it fit in the conversation?)

Regrettably, when you returned to our staff at 0540hrs, the flight was closed in the system. Our staff also contacted the seniors to check if any exception can be done, however as the flight closure documentation formalities was already initiated we were unable to assist you board the flight. While the next flight option was offered against applicable charges, you chose to cancel the ticket.

I regret the communication gap during your first interaction with our staff at the airport and assure you that the issue has been taken up with the Bengaluru Airport Manager for staff counselling.

Mr , it has never been our intention to inconvenience you in any way and request you to view the above incident in isolation.

Notwithstanding the above, we look forward to welcoming you on board your next Jet Airways flight.

Sincerely,

Shweta Acharya

Asst. Manager – Guest Relations

Jet Airways (India) Limited

Shweta Acharya/Kaledonia/Jetairways23/08/2013 10:12
To email@gmail.com
cc
Subject Fw: Our Ref – BOM/JKC/SP/140813/8193133

Dear Mr ,

Thank you for your below email. I will certainly revert to you once our investigation is completed.

Shweta Acharya

Asst. Manager – Guest Relations

Jet Airways (India) Limited

Vasundhar <email@gmail.com>20/08/2013 18:04
To Shweta Acharya <guest-troublemakers@jetairways.com>, guestrelations@jetairways.com
cc
Subject Re: Fw: Our Ref – BOM/JKC/SP/140813/8193133

Hi Shweta,

Please find the attached Itenary for your reference.

And here is my part of story since I am not sure if everything is documented in your place.

I booked the ticket through expedia and was trying to check if the third passenger (My Son) was registered while booking as I was not sure if the infant name will be listed or not.

after many unsuccessful attempts to check the webpage , I gave them a call one day prior to my travel to double check and add  if I can because there is no way to add an infant without having adult associated with. so weather I have added before or not I wanted to add. then the customer care guys checked my itenary and confirmed his name was not listed. Went ahead and spoke to your customer relations or what ever they deal with in the backend and asked me to call the Jet Airways numbers

1800225522 and 08039893333

I tried both the numbers many times since I got the update till the moment I started at home, and finally I thought I can go to the airport and sort it out.

First thing I did when I went to the airport is going to the jet airways counter and spoke to Mr. Srinivas , asked him if my son can travel with the same ticket as the name is not mentioned, he checked the system and said I am good to go.

after I went through a long que security guys stopped me asking for the name of my son in the ticket and I came back to Srinivas(an) asking how he said I can go ? then he said I can’t take my son and I can travel but kid can’t in a mechanical way. like my son is some carry bag and I can abandon at the gate. I got furious with his attitude and tried explaining the situation and clearly he was not sensitive enough to respond and act.

While I was standing there another gentleman came with same request, he fortunately got his 6 month old son made through the security but had to go through the same process, but after lot of time he was give a pass and allowed to travel.

I was running out of time and he said he checked with the crew 45 mins prior travel but said I can’t board the flight and I can only board the flight in the next flight by paying the expensive fare which is basically last minute fare …

What I don’t understand is if you have a customer wanting to buy a ticket and can’t solve his problem over the phone because of volume is there any emergency solution to handle this .. and what makes Jet airways claim the money and trouble caused to me which resulted in more than 24 hours of travel and trauma with a kid ?

I would like to know what is the solution you are going to provide to customers ?

Regards,

Vasundhar

On Mon, Aug 19, 2013 at 12:57 PM, Shweta Acharya <guest-troublemakers@jetairways.com> wrote:

Dear Mr ,

We are inquiring on this case and will revert to you shortly.

Shweta Acharya

Asst. Manager – Guest Relations

From:        Vasundhar <email@gmail.com>

To:        Guest Relations <guestrelations@jetairways.com>

Date:        08/17/2013 10:01 AM

Subject:        Re: Our Ref – BOM/JKC/SP/140813/8193133

Where is the update and money

Sent from my iPhone

On 14-Aug-2013, at 13:11, Guest Relations <guestrelations@jetairways.com> wrote:

Dear Mr ,

This has reference to your telephonic conversation with my colleague this morning.

The contents of your communication are being looked into and we will revert to you shortly.

The reference number for your communication is BOM/JKC/SP/140813/8193133 which can be quoted in all your future correspondence on this issue.

May we request you to please bear with us till such time.

Sincerely,

Shweta Acharya

Guest Relations

Jet Airways (India) Limited

Working Hours: Mon-Fri 0900-1730hrs

This message is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged information. If you have received this message in error, please notify the sender immediately and delete this message from your system. Reasonable precautions have been taken to ensure that this message is virus-free. However, Jet Airways (India) Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. www.jetairways.com

This message is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged information. If you have received this message in error, please notify the sender immediately and delete this message from your system. Reasonable precautions have been taken to ensure that this message is virus-free. However, Jet Airways (India) Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. www.jetairways.com

This message is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged information. If you have received this message in error, please notify the sender immediately and delete this message from your system. Reasonable precautions have been taken to ensure that this message is virus-free. However, Jet Airways (India) Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. www.jetairways.com

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