Complaint Details

Status	:	Closed
Complaint No	:	0085909/2016
Category	:	Travel
Date	:	19-09-2016
Subject Line	:	unjustified delay in jet airways flight led to missing of next flight after two hours,financial lossand mental stress
Complainant	:	shilpa rai
Address	:	25/3 manorama ganj
Complainee	:	jet airways
Address	:

Complaint Details
Dear Jet Airways CEO,

As an MBA grad from SP Jain university, Mumbai , our marketing management lectures were always focused or centered around one concept : CUSTOMER SATISFACTION. Today as a business woman i have practically experienced and implemented the same principles at work too. I am therefore very well versed with this concept.
What sadly surprises me is how such a big organisation as yours is neither built on this principle nor does it even strive to achieve it.

Before i share my current unpleasant experience with you, which i feel as an owner you must be aware of, let me apprise you with the fact that quite many past experiences of flying with your airlines have been equally unpleasant and disappointing for me, my family and friends. I can say this for mostly everyone that i know that we pick your airlines as the last option available.
I'm sure its definitely not a good thing to hear for one's own company but that's how it is.

My most recent ordeal:

Im Shilpa Rai, living in Indore, (M.P.) with my family. We booked 6 tickets with Jet for 11th September, Sunday morning flight from Indore to Mumbai 8:15 am. Our end destination was Bengaluru. Since Indore doesn't have a direct connectivity with Benagluru, we had to break our journey in Mumbai. We kept a sufficient margin of more than two hours , accounting for any reason and booked Spice jet at 12:05 noon from Mumbai to Bengaluru. Our scheduled arrival time was around 1:30 pm. We were going for my brother in law's engagement in Bengaluru, who lives in Mumbai and was to join us for the spice jet flight at noon. The 6 passengers from Indore are me, my husband, my son (11 yrs), my mother in law (66 years), my sister in law and her husband. As an Indian im sure you understand how such occasions are scheduled as per mahurat by picking up an auspicious time.

On reaching the Indore airport we learnt that due to fog our flight has not landed from its previous destination and thus the flight is delayed by more than two hours. The weird reason that we were given by the irresponsible staff there was not at all justified or true as the sky was pretty clear at that time, moreover all the other flights, including Indigo, Air India etc were landing and taking off as per their usual schedules. How did jet airlines manage to arrange a private fog for themselves in the sky is still a mystery to us. The ground staff was clueless and was repeating the same lame excuse which didn't make any sense to all the passengers out there. My husband was on call during that entire waiting period with your customer care to help us as we had another flight to catch and we couldn't afford to miss it for both personal and monetary reasons but to no avail. Of course the staff arranged some sandwiches at the last 30 minutes to calm down the passengers for which we all should be highly obliged to jet airways.
The flight eventually took off after 11 am and landed after noon. The spice jet people waited for us till the last call , but owing to this mess created by your airlines , we had to miss the next flight and let our money go down the drain. As mentioned above, since our trip was to get my brother in law engaged, reaching Bengaluru was unavoidable, we then booked Indigo from Mumbai airport , paying the highest last minute airfare to reach anyhow. The mahurat fixed for the engagement was 2:30 -3:00 pm which was clearly missed and that deeply disturbed the elders in the family, being a Hindu im sure you know how the belief system works on these matters. The girls family had made all the arrangements in a five star hotel , with all family and friends invited, they had to cancel and pay unnecessarily for the whole thing and again pay in the night to conduct the ceremony.
My mother in law has age related issues of thyroid and back problems , all this running around and stress took a toll on her health and she had to be advised bed rest on reaching bengaluru.
The trip to sum up was mentally,physically and financially draining for everyone.
All thanks to Jet airways, on making our happy occasion so stressful filled with exhaustion ,anxiety and with maximum regret to fly with Jet Airways yet again.

Im not sure if this mail will be dealt with any seriousness, i hope it does though because i still believe any organisations's success lies in how they treat their customers. I shall wait for a response and most definitely financial compensation as the least compensation of all this suffering.

Reply awaited , shall furnish details in the next mail.

Shilpa Rai.

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