Jan 20, 2013 04:34 PM
27091 Views
I would like to share the appalling service we received by Jet Airways staff at London Heathrow on the 11th of December 2012 and subsequently at the Mumbai Airport.
We were at the Airport well in time on the 11th of December, by 7:05 pm to be precise; Jet Airways staff was checking in other passengers in the same flight but refused to check-us in, they insisted on seeing our son’s old passport, we produced that passport by 8:00 pm. Staff refused to talk to us and when they spoke their language was obstructive and rude. My 10 years old daughter and 5 years old son were in tears because of the behavior of the ground staff especially the duty manager giving the whole family a very stressful time.
Further, the data they captured in the system was also a lie. When we tried to re-book the flights from the airport on the same evening, our travel agent Expedia informed us that the data in the system is a ‘no show’. I have the proof of our on-time arrival through the Taxi Provider’s System. We arrived at the Airport at approximately 7:05 pm for the 8:50 pm flight.
I was forced to re-book the flight for the next day and the rude Jet Airways staff did not consider waiving off the no-show fee or accommodate us in other flights. This forced us to shell out another £2, 600.00 over and above the original cost of tickets booked months in advance of £3001.56. A total of £5, 601.56 for an economy flight, London Heathrow to Delhi journey is insane; it sums up Jet Airways’ unprofessional attitude.
We were forced to re-book our flights via Mumbai for the next day, our experience at the Mumbai Airport was equally appalling, we missed our connecting flight at 2.30 local time because of delayed arrival of the luggage. Jet Airways staff made no attempt to help us get the connecting flight. They were all sitting with a very annoying lazy attitude. We had to spend a full night at the Airport with young kids because of the Jet Airways staff’s attitude.
I should also underline the fact that Jet Airways staff at Heathrow misled us or had no clue of the process at Mumbai. The Heathrow staff gave us the boarding pass for the Mumbai to Delhi flight at London itself and told us that our luggage is checked-in through Delhi, but this turn out to be false, we had to take our luggage out and go through the customs at Mumbai and required another check-in at Mumbai. Why give us a set of boarding passes at Heathrow if we need to check in again at Mumbai and get another set of boarding passes? Why waste our time at Heathrow and give us false explanation of the process?
At the Mumbai Airport, Jet Airways’ ground staff’s unethical behavior was shocking. I must have been approached by at least one dozen JetAirways staff offering me to lift my luggage and push it for an illegal payment of £20. I am surprised how such an open request for bribe is practiced and the senior Jet Airways staff was turning a blind eye to it.
Last but not the least, one of our bags was ripped open and some of the chocolates from it were stolen.
Whilst I was in India some 12 years back, I was a Jet Privilege’s Silver Card Member. I had a very good view of the Jet Airways’ services. I am sorry to say that this pathetic experience has washed away all the good work done by some of the other colleagues, particularly the ones at the Heathrow. A senior Jet Airways manager at Heathrow, he was of Indian origin, male on 11th of December evening was very rude, he encouraged other staff to ignore us. He should be sacked from his job for his unprofessionalism and lack of empathy. Being a family of Indian origin, we were pleased to travel with an Indian carrier such as Jet Airways and pleased to give business to them but the attitude on the ground makes us things otherwise.
