Tale of Three Tickets. Review on Jet Airways

On this 5th September, after boarding the jet flight I suddenly got worried in fear of boarding a different air bus. I enquired the cabin crew (with and because the yellow uniform) if it is Jet flight to Mumbai. She nodded her head with a usual smile and added the words "Sir, this is our new uniform from today onwards."

I have a feeling that this Airline taught the Indian Aviation Industry how to treat its customers. I regularly get my JET Privilege points to fly free at a certain accumulation. I also had very bad experience turned smooth somehow.

On a daily basis 100 things worry us. But any service related problem (be it with mobile, internet, courier, bank or travel) if sorted to our satisfaction we generally feel good about it. We became loyal too, at times, just like receiving an apology from your friend after a quarrel.

(In my depiction kept JA to represent Jet Airways or its employees.)

Tale One : Delhi Airport September 2007*

Me : While doing web-check-in today I found my tickets are showing wrong dates. I do not know how it happened, but my intention was to book it for today i.e. 6th September. Can you help me?

JA : Extremely sorry sir. We can only refund you the Tax amount since the ticket is web special and as a rule such special cheaper option tickets can not be refunded or postponed.

Me : But I am a Jet Privilege customer and I really do not know how it happened. Possibly there is some bug in your web booking system and so far the ticket option is concerned, would you be paying more when a cheaper option is available if you were in my place.

JA : Just a moment sir. Please give me your ticket and let me check.

JA : (after about 3 minutes she came) OK sir an amount of INR 750 will be charged and rest will be refunded.

Me : (relatively happier) Thank you so much (actually did not know how it happened).

Tale Two : Mumbai Airport September 2006

JA : (At Boarding Pass counter) Sorry sir, No more entry you are little late.

Me : But I do not have any baggage and still have 20 minutes.

JA : Sorry Sir, I can get you the boarding pass for the next flight only.

Me : But that is after 4 hours and will be too late to reach my destination. The late is due to the long queue at this counter and at entry. You must help me. I have urgency.

JA : (Another lady from Jet Airways) Will it be okey for you to take an Indian Airlines flight?

Me : I have no issues on any flight. I need to reach in time.

(An Indian Airlines ticket came to me after 10 minutes--- no further charges)

Tale Three : Mumbai Airport September 2006

JA : (At the Boarding Gate) Sorry Sir, Your ticket is for Kochi and this boarding announcement is for Delhi.

Me : But I have a Delhi boarding pass with me (found it is actually for Kochi for a similar name. I was having a Delhi ticket but the lady at boarding pass counter wrongly handed me a Kochi boarding pass)

Me : How is it possible to give me a Kochi boarding pass where as I bought a Delhi Ticket?

JA : Sir.. you should have checked while taking it from the counter.

Me : Does it mean you are right and it is only my mistake.

JA : Exactly Sir, we issue thousand tickets each hour and such things can not be ruled out.

Me : Do you know the way you are uttering such words does not sound your customer orientation and I can complain to none other than Naresh Goyal.

JA : Sure Sir, You have that liberty.

JA : An apology mail from the General Manager came followed by the local Jet Employee contacting me to offer a complimentary ticket (never used though) in response to my mail complaint. The mail and the interaction were really pleasing.

I remain a loyal customer……… it is a relatively better option yet…