Jet Airways-horrible service-HELP!!

Dilliwala

That is jargon for "We messed up and didn't put it on the correct aircraft."

AC must be Jet's handling agent in Canada and/or YYZ. It's normal for the HA to do all an airline's daily chores - most airlines prefer to keep only skeleton staff overseas.
Delivering lost bags to someone's home-address is standard procedure.

If this is a concern, then folks can put just their name (as it appears on the ticket!) and flight no. on the outside; full address and/or fone no. on the inside.

Ariell

Aishah - no, I'm not expecting anything. Just an apology. Though of course it would be nice for them to cover my out of pocket expenses to replace items in my bag. Really just doing it for my own peace of mind. I'd like to let them know that treating customers poorly is not acceptable and that they've lost my business.


Oyar - I WAS speaking with Jet Airways employees. The baggage office that I called at the airport was the Jet Airways baggage office. They are definitely JA employees. And after one week of no response to voicemails or emails to the Jet Airways baggage office, I called the Jet Airways head office in Canada and spoke to Justin Gosling, the General Manager -- the head Jet Airways employee in Canada. It was only after calling him twice and putting up a fuss that someone bothered to call me. Sorry that's unacceptable. He's the one that called me to let me know they had found my bag and brushed off my comment when I said I'd never fly with them again. I think that's pretty unprofessional.

Nick-H

Well, the people who see your bag at the airport are likely to be going and coming too, but name, date, destination and flight number, both ways, should be enough anyway.

I'd like to keep the full address inside.

I guess it must happen occasionally, in these days of look-alike bags, that the wrong bag gets taken home.

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Just one member of the IndiaMike Mod Team

calendula

I'm leaving for Bangalore on air france the day after tomorrow. i start with klm form amsterdam and switch to an air france flight direct to Bangalore. i collect my bags and later that same day take a jet flight to Trivandrum. This is not very consoling,,,
i don't know if i can fit what i really need for 5 weeks in india in a carry on and we're only allowed 12 k in carry on.
sheesh i wish i had not read this tonight.

edwardseco

I took what I thought was my bag home from Dulles. But, it had someone else's junk in it. I returned to the airport next day, picked up mine and returned the other. The clerk was stunned. He said, Nobody ever does that.!

Aishah

Calendula -If you are collecting your bags in Bangalore and then re-checking in should be no problems. The switch over is where and how much time between flights? This seems to be often where problems arise particularly with Air France.

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

Oyar

@ Calendula

On an average i fly once in 10 days. 95% of my flights are Jet airways. As far as India is concerned ... touch wood .. so far i have never had a single bag lost / delayed with Jet.

Have no fear. Hope you have a good trip.

@Ariell

Yes, they seem to have behaved very unprofessionaly. I will be complaining to them about my incident soon. Will also mention about your incident, to indicate that word travels & sooner or later such attitude hurts their business.

Will keep you informed.

Ariell

Just thought I'd update you on this.

I contacted the Canadian Transportation Agency (CTA) at the end of January. They confirmed that airlines are responsible for reimbursing you for expenses that you incurred to replace items in your delayed luggage. Following their advice, I sent a registered letter to the Jet Airways General Manager here in Canada explaining their legal responsibility and included receipts for items that I had to purchase. Unsursprisingly, given Jet Airways' previous dismal record, there was no response to my letter. I gave them 35 days to respond. I am now in the process of filing a formal complaint against Jet Airways with the CTA.

The agent at CTA that I spoke with yesterday said that Jet Airways is one of a few airlines that even they have problems reaching. But given that the CTA issues the license to allow airlines to fly within Canada, they have legal clout. She said that since JA has only been operating in Canada for a few months that they seem unaware of their legal responsibilities (so my guess is that this is not an isolated event) and that they are planning set up an information session with JA to "remind" them of their legal responsibilities.

Indizen

As per the Civil Aviation Minister's statement in Parliament:

Union Civil Aviation Minister Patel said in the past three months, Jet Airways cancelled 224 flights in November, 181 in December and 165 in January 2008. The number of flights cancelled during the same period by SpiceJet was respectively 60, 118 and 55, and of Go Air was 69, 93 and 71.

The minister stated that private airlines offered refreshments to its travellers if their flights were delayed beyond two hours.

Patel denied charges against private airlines that they did not keep passengers informed about flight delays and cancellations. Speaking in parliament, the minister said domestic airlines generally made requests for a contact phone or mobile number from passengers at the time of booking tickets.

“Passengers of private airlines whose flights were delayed or cancelled are being informed through telephone or SMS,” he said.

Aishah

Ariell - good luck with your proceedings. I hope my flights aren't cancelled, Indizen, I've been waiting 3 years for these ones!!!

Oyar

thanks Ariell,

Continue to keep us posted.

Ariell

Well well well! Guess what arrived in the mail today?!! A cheque from Jet Airways for the full amount ($144.43) that I was requesting compensation for. Just in time because I had already begun the process to lodge a formal complaint against them.

There was an attached letter from the General Manger (Canada) with the cheque that just completely made me laugh. First it incorrectly quoted the date of my letter and the date when the baggage was returned to me even though they were clearly provided in my letter. That just shows sloppiness if you ask me.

But the best part is that they say that they are only doing this as a "goodwill gesture" and since I had already returned home "compensation is not applicable". They say I would only be eligible for compensation if my bags went missing while outside my place of residence. Having read through details of the Montreal Convention and spoken with representatives at the Canadian Transportation Agency, I know this is completely false. I am absolutely astounded that an airline could be operating in a country having no idea whatsoever of their legal responsibilities. It's just appalling!!!

Never again Jet Airways! You suck.

Ariell

Just another update:

I just got off the phone with the agent at the Canadian Transportation Agency to let her know that I was cancelling my complaint since the issue has been resolved. She had quite a good laugh at what Jet Airways had said in their letter and verified that Jet Airways' claim that I am not really entitled to compensation is completely false. They are obligated to compensate you for delayed luggage. Obviously JA does not seem to be getting the message so they will be meeting with JA to drive home the message into "their thick little skulls"!

Anyway, for anyone unfortunately finding themselves in the same situation (this only applies to Canada though I'm sure would be similar elsewhere):

* contact the airline in writing within 21 days of returning home, outlining your date of travel, your concerns and what expenses you incurred. Send them a copy of your receipts and keep a copy for yourself. Give them 30 days to respond.

* if they don't respond then you can file a formal complaint against them with the Canadian Transportation Agency: http://www.cta-otc.gc.ca/index_e.html (click on complaints) They have the legal authority to force airlines to meet their obligations. They were extremely helpful all the times that I called. They also handle other complaints with air travel ex. fares, cargo etc.

Oyar

Atlast! congrats.

have a small party now.

Aishah

Good news, Ariell - and it wasn't a big amount for compensation was it?? Good to let us know what procedure to follow should it happen again to anyone.