Jet Airways-horrible service-HELP!!

Aishah

Good answer Captain, I will keep that one in mind!

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goamit

Visit the Jet Airways airport counterin Canada where you landed
show them the coupon they would have issued as a proof
if they do not have a fully operational office in Canada airport,then visit 2 hrs before any jetairways flight might be taking of as thats the time Jet Airways staff should be at the counter.Calling so many places wont help
if you have the baggage claim coupon and if you visit the airport desk your job should be done





(whist there is some justification for this idea in a previous post of the Capt's about how to deal with bad service from an airline, I'd better add that pro sea captains are, by definition, people you do not mess with. Not just our captain . )[/quote]

Rasika

I would love to find live music while in Jaipur and Delhi; alas, organisations in India don't seem to put up a monthly calendar of events; it seems one has to rely on serendipity.

Indian International Centre? Close to Habitat?

It is frustrating finding things in the local paper for the day that you have plans to be in another city! Has happened to me all too often in India.

Aishah

Yes, Rasika, Indian International Centre, IIC - that's the one!

Ariell

Thanks Goamit. But I don't live in Toronto, don't have a car and am easily 3+ hours from the airport. I don't see why I should be expected to spend the time and $$ to travel all that distance to get back my luggage. Jet Airways should be able to do this without further incoveniencing me!!

As as undate, they STILL do not know where my bag is and have offered me a paulty $100 (!) and that was only after I put up a big fuss. They claim my bag is not lost and that they only pay for lost bags. What a load of crap! Shameful shameful customer service. Time for another chat with the General Manager.

Nick-H

Once they say your bag is lost, they need no longer look for it, although they should start to talk more serious compensation.

I wouldn't want to hear them admitting to having lost it.

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capt_mahajan

I would push asap (even over the phone) and tell them I would not settle for less than a 100 a day in addition to whatever may happen if the bag is lost.. and what time today can I pick up the check for the first so many days?

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mridula

They really seem to be giving you tough time!

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Mridula

Travel Tales from India

shere

Reject their offer.

Phone their HQ in Toronto and get a name and address for their top man in Canada.

Jot up the value of what you had in the lost baggage (include the cost of the Samsonite suitcase) and add on any items you had to buy once in Canada to replace those lost by Jet.

Send a letter to them demanding full compensation in accordance with international legal requirements. CC Mr. Wolfgang Prock-Schauer (CEO). Give them 7 days to respond and warn them you reserve the right to initiate legal action.

Also try emailing the letter to following :

wprock-schauer@jetairways.com
wprockschauer@jetairways.com
agoyal@jetairways.com
ceo@jetairways.com
kvishwanath@jetairways.com

I think they used to be a limit of 1000 special drawing rights. You can look up how many can$ a SDR is worth at http://www.imf.org/external/np/fin/d...m_rms_mth.aspx

I had a quick look and the rate is 1.616400$ to a SDR. So that is a potential $1600 they owe you depending on what you had in the suitcase.

Nick-H

A Samsonite suitcase would be worth more, in itself, than most of the stuff I might put in it.

If I owned one, I'd be most upset to loose it.

shere

Managed to get 2 large Samsonite Oyster suitcases from crazy bargains a few years ago for £20 (approx) each. Very sturdy and well worth the £20 compared to what you get for £20 in Woolworths.

Oh totally off topic but Kevin Keegan is back in charge of Newcastle UTD. Lots of sexy exciting football to look forward to.

Nick-H

I don't care about the football, but I'd almost jump on a plane for another UK shopping trip for a bargain like that!

Ariell

Can someone please provide some guidance?

I just got off the phone with the General Manger, the top person here at Jet Airways in Canada. They are not prepared to offer me anything until 15 days pass and my luggage can then be deemed 'lost'. He says that Jet Airways is governed by the Warsaw Convention which stipulates a payment to the customer of $20 per kg of lost luggage. I protested, saying that amount was ridiculous and I would not accept it and also stated that I am well aware that they owe me compensation for the delay of the luggage as well. I said I am fully prepared to take the matter forward to the media and to lodge a formal complaint against them with the Canada Transportation Agency. He asked to call me back tomorrow as JA is new to the international market and he needs to clarify what their obligations are. He also admitted that they would like me to be happy because they are new to the international market and obviously need as many happy customers as possible. Pffff, I'd say at this rate, they will soon have NO customers and can say goodbye to the international market.

So my question is: How do I know if Jet Airways is indeed bound by the Warsaw Convention ($20/kg of luggage) or by the Montreal Convention (1000 SDR)???
Anyone please??

SteamBuff

This is what British Airways Quote.

The extent of airline liability is not based on the weight of the bag nor its value. British Airways does not accept liability for fragile, valuable, perishable articles or baggage which is packed in damaged or unsuitable containers.

Under the Conditions of Carriage we accept no liability for the loss of jewellery, other valuables and money contained in checked baggage. You are advised to keep valuables, important documents and money either on your person or in your hand baggage.



Baggage delays
In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,000 SDRs (approximately £820 or EUR1,230).


Destruction, loss or damage to baggage
The air carrier is liable for destruction, loss or damage to baggage up to 1,000 SDRs (approximately £820 or EUR 1,230). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.


Investigating further it appears that in Europe at least the Montreal Convention has replaced the Warsaw Convention, I don't know if that is true elsewhere. When (If) Jet ring back you can tell them that and see what they say.

Look here for the act itself! http://www.opsi.gov.uk/si/si2002/20020263.htm

Dave

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Nick-H

'bound by' means, in this context, 'must offer at least this much, and is not obliged to offer more'.

It does not mean they cannot.

I've been aware, over the years, that the available compensation for luggage carried by airlines is, potentially, very small.

However...Tosser. If the boss doesn't know, or is not able to take responsibility and make an offer, then what hope for the rest of the organisation. They weren't too new to the market to take your ticket money.