Jet Airways-horrible service-HELP!!

Originally Posted by jyotirmoy

Once a suitcase of mine reached Bucharest while I waited at the convoyer belt in Budapest. I got my luggage back after two days.

Originally Posted by Ariell

Hi all

Let me preface this by saying that I consider myself a patient person. However, my patience is being tested by Jet Airways after they lost my luggage one week ago and have offered me virtually no assistance in recovering it. Their customer "service" is truly appalling!!!! Any advice on how I can get my luggage back??

Last Sunday, I took a JA flight from Delhi to Chennai and then Chennai to Toronto. I was told my baggage would be transferred in Chennai and that I did not physically have to do this. When I reached Toronto, my luggage never came through. I filled in a report at the JA office where I was reassured that my luggage would be returned to me by courier within 24 hours. It wasn't.

Next day I called the JA lost baggage number that I was given at the Toronto airport repeatedly before finally reaching someone who told me my luggage hadn't arrived and told me to call again the next day. Within the past week, I have probably called that number over 100 times and can never manage to reach anyone. I have left 3 messages which no one has bothered to return. Once I reached someone who promised to call me back. That was 3 days ago. Still waiting...

I called the 24 hour help desk in India on several occasions. One person told me to send an email to airportservices@jetairways.com which I did. No reply. A second email. Again no reply. Another call to the JA office in India where that person told me that the number I was calling in Toronto had changed and gave me 2 new numbers. Both of them were wrong numbers.

I sent an email to the customer feeback email on Jet Airways site, asking for their assistance, and all they did was forward my email to the airport services email (which I had already contacted with no response).

I have also entered my file reference number into the Baggage Tracing System on the JA website and I get an error message saying "cannot locate a valid file for your entry". This would seem to indicate to me that my file has not even been entered into their system. I sent another email to customer relations and to airport services asking why I am getting this error message. Again no reply.

I called again today to the 1800 number in India and was given the head office number here in Canada. I will call tomorrow (as they are only open M-F) and see where that gets me.

As I said, I am a patient person. I have been polite in all my dealings with JA. I understand that mistakes happen. I don't expect perfection. But really one week without a single response from JA after I left several emails and voicemails? They seem to have no regard whatsoever for their customers. Pity because I thought the inflight service was great and would certainly have flown with them again even after they lost my luggage. But now one week without a single response from JA? Appalling. I think that's inexcusable.

I have flown many many times and have never had my baggage lost. I am at a loss as to what else I can do. There is nothing in my baggage of any value, just a few items of sentimental value to me and some necessities -- clothes, contact lenses, phone charger etc.

Do any of you more seasoned travellers have some bright ideas as to how I can get my luggage back?? Who can I contact to get someone at Jet Airways to help me??

Thanks very much in advance!

Originally Posted by ksangha

so my advice is get alternative travel insurance when u travel with Jet air ways my dad needs a reference number so he can claim the money from American express travel insurance but they dont seem to want to know, but i will not give up until i get some kind of acknowledgment from JET AIR WAYS headoffice in India.
INDIA