Jet Airways-horrible service-HELP!!

dzibead

It was exactly this sort of nonsense that made me FLEE a job I once had at a law firm that did coverage work for insurance companies! Blech! They only know one word: "No."

Your bad karma for for being so foolish as to work for the Evil Empire.

Mickey S

My point is simply that if an airline's policy is that a bag is not considered officially "lost" until 21 days have elapsed then all the shouting and phoning in the world is not going to be able to make them commence compensation proceedings before that time has elapsed. In the meantime they are undoubtedly attempting to locate the bag.

Here in the UK, for example, a mailed letter or package is not considered "lost" until it has been missing for at least 28 days. Before that time, Royal Mail will tell you only to wait until the 28 days is up and won't even take the details of the package (which can I agree, be extremely frustrating). But once the 28-day-period has elapsed they can then start to deal with your enquiry through their proper business procedures, and compensation is swift.

If a company has procedures then you may as well just follow them. It'll save you a lot of anger and frustration.

As far as travel insurance is concerned, you are correct in saying that it will not normally pay out for delayed baggage on the flight home, on the reasonable grounds that you have clothes, toiletries and personal items other than the ones in your bag and do not have to go out and buy new ones. But it does normally cover complete loss of a bag, just as any insurance would.

Nick-H

Mickey... you are missing the point, which is in the detail of how the airline has dealt with the problem.

We are very sorry that this has happened to you, we are unable to discuss compensation until the baggage is officially 'lost', after 28 days, but can assure you that we are doing our utmost to locate it. Mr insert-name will be responsible for this and you can call him on insert-number at any time. Anyway, he will call you regularly with an update. In the meantime we are sending you a bunch of flowers...

Would have done nicely

Aishah

Especially that 'bunch of flowers' - would have put me in a better mood!

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"Life can only be understood backwards, but it must be lived forwards."

machadinha

Ah, yes, keeping one's clients happy really isn't that hard nor costly, and may mean something in terms of revenue.

But I guess we're all becoming old-fashioned as we're speaking.

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Reading tips, all picked up at IndiaMike : INDAX's A Comprehensive Guide To India / Dinoj Surendran's Desi Humor / ITHVC on Culture Shock & Travel Health / JetLag Travel Guides For the Undiscerning Traveller / India Travel Links

capt_mahajan

'Ze check is in ze mail' is what would do it for me.

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Outside the machine

Ariell

Regardless of whether my bag is officially "lost" or simply delayed, they still owe me a response.

In paying for my ticket, I entered into a contract with the airline. They are obliged to transport me and my luggage safely and efficiently. If they are unable to do so, then they owe me, at bare minimum, an explanation and an apology. It's a sad day when companies think all they have to do is take your money and any problems that arise are just too bad for you. Logic dictates that a disgruntled customer is a lost customer.

Besides, I am only following the standards that Jet Airways sets out. The rep at the airport told me I could expect to receive my bag in 24 hours and that if I did not, to call them. The JA brochure on lost luggage also claims that they will "contact you on a regular basis". In fact no one contacted me. So I had every right to contact them instead and expect a response. The fact that no one did, despite repeated voicemails and emails over the course of a week, and the fact that I had to elevate my complaint to the level of the JA Canadian General Manager before anyone had the decency to reply is beyond pathetic!

Let me offer you another customer service story in contrast. On Monday, I ordered some books from Amazon.com. As they are textbooks, I need them fairly quickly so paid for expedited shipped (2-6 business day delivery). Before paying, it showed an estimated delivery date of Jan. 31st (approx. 13 days). I decided to take my chances since I know others who purchased from them and received their books quickly.

However, I sent an email, not complaining, merely asking why there was the discrepancy in the delivery dates and asking when I could reasonably expect my books. I got a personal, polite response in less than 12 hours (by phone AND by email) to apologize for any inconvenience and was refunded the FULL shipping costs! I was astounded. They were under no obligation to do this. I am not a longstanding customer. In fact, this is my first purchase with them. Besides, I was not even complaining, just inquiring. It was my choice to go ahead with the order. And furthermore, they do not even handle the shipping themselves as this is contracted out so the shipping portion is out of their hands. But obviously they realize the importance of making a customer feel valued and know that a happy customer is a returning customer.

And this story ended happily. I got my books yesterday, just 3 days after ordering. So will I shop with them again? Absolutely. Will I recommend them to others? Definitely. Will I ever fly Jet Airways again? Never ever.

Ariell

Just wanted to say thanks again for all the comments and suggestions! I really appreciate it.

Rasika - I didn't know about the stories on google. But that is a good idea and I'll follow up on that.

Aishah - Glad you've found the info. helpful. I'm more than happy for the info to go into a sticky so that no one else has to handle this again from scratch. The amount of time I've had to put into this is ridiculous and yes, I am worn out from the effort. I think I spent almost the whole day on Wed. on the net which is why yesterday I had to pull back and focus on my studies. Not going to let myself fall behind because of this.


Karuna - thanks for inputting with some well needed humour.


Dilliwala - Thanks very much for the input re: Montreal Convention and the Canadian Transportation Agency. But as to whether India has ratified the Montreal Convention or not doesn't really matter. What matters is that Canada has and that was my departure point and final destination. I've already talked to agents at CTA twice and they are willing to investigate this once I submit a formal complaint. But as that could take months, I thought it best to see if I am satisfied with how Jet Airways handles this. I am not. So yes, I will be filing a formal complaint against them.

Ozman - Thanks for the suggestions. I've called my CC - no insurance coverage there. I don't have homeowner's insurance as I am not a homeowner but a renter. As for BBB, they have no jurisdiction which is why I plan to go thru the Canadian Transportation Agency -- they do have the jurisdiction to enforce their decisions. If you still have the letter you sent to the Attorney General, perhaps you could let me take a peek at it by PM. It would just save me some time if you are ok with that. If not, no problem.


And here are where things stand with Jet Airways:



They still don't know where my luggage is!!!!

Yesterday, the rep in Toronto said she will call JA baggage offices in Delhi and Chennai today as previously she had only sent them email(!) I gave her an earful as to WTF she had been doing all this time and why was she only calling them now???

She also said that she had spoken to her supervisor, and they are not prepared to offer me any compensation because they do not offer compensation to residents of Canada (!!!!!) I simply CANNOT believe them. I was furious!!! Well you can imagine what my response to that was.

Today, I spoke to Justin Gosling, General Manager (and the rep's supervisor). He confirmed that they are not prepared to offer me ANYTHING and that they will not cover any of my out of pocket expenses that I've incurred to replace items in my luggage!!!! Only once my bag is officially considered lost will they be open to discussing a settlement. He says that he is only following the stipulations set out by the Cnd. Transportation Agency (CTA) which is crap because I've spoken to them as well.

So I am done with Jet Airways. Tomorrow I am filing a formal complaint against them with the Cnd. Transportation Agency and I will follow that up with a letter to the Jet Airways CEO to let him know what I think of their abysmal 'service'.

karuna

Was it "@*%?! &*@%*$#!!!"

Cos that's what I was imagining.

Has anyone said sorry yet? Has anyone explained why they've not followed their own procedures?

At least they've acknowledged that they will discuss a settlement if and when it is "officially" lost.

If I were you, if you have not already done so, I would write it all down- everything that has happened, in order- and send it to their customer service/complaints department registered mail (or whatever you have in Canada that gets you a receipt or ensures the letter is signed for). And cc the CEO. Ask them to answer a specific question/questions, and tell them you give them 2 weeks ( or whatever) to respond. It's much easier to prove that you wrote a letter than that you made a phone call, if it gets to the stage where you need to prove things. Just a thought.

Ariell

HAPPY DAY, HAPPY DAY!!!!

I got my bag back!!!!!

I'll fill you in on all the sordid details later, but for now I don't even want to think about that because I'm just too happy! I just want to enjoy my things!

Aishah

Excellent idea Karuna - and not so difficult to do if you follow the dates etc. (to jog memory) from this Thread where you already have your procedures in writing, Ariell.
Nice to hear re Amazon Books, a small light in your dark experiences.
Machadinha - if this is the 'modern' way for handling complaints, give me old fashioned anyday! And, it still does exist in many companies.. from a few dealings I've had with delays etc., minor complaints there has been courteous explanations and fixing it. I hope what we are reading here is not the 'modern' trend for the future - it's shocking.

machadinha

Great for you, you sure deserved it by now All's well that ends well, and all that

And Aishah, yep, agreed, sure

karuna

Oh, YAY! Thank goodness for that! More smilies:


and


(I quite like those smilies in text actually. They read:
banana bunny, banana bunny,
yahoo danc bday.
rock on.

It's an IM haiku!)

machadinha

...

vireya

I guess that means it never was lost, after all? (By their definition)