Complaint Details

Status	:	Closed
Complaint No	:	0087161/2016
Category	:	Travel
Date	:	02-10-2016
Subject Line	:	Unfair Practice by Jet Airways
Complainant	:	Naresh Kumar Pinisetti
Address	:	Flat 501, Redwood, Marigold Complex, Kalyani Nagar, Pune
Complainee	:	Jet Airways
Address	:	Mumbai

Complaint Details
I hold a Jet Privilege Platinum membership with my JP Membership No.126213205 and patronage Jet Airways over any other airline. I have purchased a ticket bearing E-TICKET NUMBER: 5892214504139 for my travel from Kolkata to Pune on the 9th August, 2016 with a PNR No. GXOIFR with the following itinerary:

Flight No. From Departure Time To Arrival Time
9W 7049 Kolkata 1800Hrs Bengaluru 2035Hrs
9W 7051 Bengaluru 2105Hrs Pune 2235Hrs

While booking the ticket, I have expressed my doubts as to how a ticket can be issued for a connecting flight when the time of arrival and departure between the two sectors is only 30 minutes for which I was informed that the 30 minutes available is more than sufficient for the Commercial staff of Jet Airways at Bengaluru airport to transfer me to the other aircraft. This was once again reinforced by the airline commercial staff at Kolkata airport.

I was also issued boarding passes for my travel to Pune on the 9th August and the flight from Kolkata to Bengaluru took off on time and landed as per the scheduled arrival time at Bengaluru.

Soon after arrival, the cabin crew of flight 9W7049 announced that the passengers who are travelling to Pune should contact the commercial staff on ground for necessary assistance. While coming out of the aircraft through the aerobridge at Bengaluru, I tried valiantly to get in touch with the commercial staff but was told that there was no commercial staff available at the alighting point. Immediately thereafter, I ran towards the arrival gate and went through the security and ran towards the departure gate 4 at Bengaluru airport to understand eventually at 2050Hrs that the gates for the flight 9W7051 were closed and the commercial staff at the gate curtly informed me that the gates close 25 minutes before departure and there is nothing that they can do to help me as I was late in reporting at the gate. There were two other passengers along with me who faced the same predicament as they also were issued tickets from Kolkata to Pune on the same sector.

The commercial staff at the gate were very rude to the three of us when we sought an explanation as to why we were not accommodated on the flight despite the flight from Kolkata arrived on time and we were holding boarding passes for the next segment – Bengaluru to Pune. We also questioned as to why no commercial staff was available at the alighting point when the flight 9W 7049 arrived in Bengaluru to guide us on the next steps rather than making a 58 year old passenger like me run from the alighting point to the security and to the boarding gate. However, the commercial staff headed by one Mr. Ravi started arguing and also criticizing the management of Jet Airways for issuing such foolish ticketing which is placing them in such situations. They also threatened to call the Police and get us arrested if we do not keep quiet and agree to take the next flight at 2245Hrs operated by Indigo. They also informed me that unless the flight from Kolkata arrives before time, there is no way that they can take me onto the next connecting flight to Pune and in case the flight arrives at the scheduled arrival time, there is no way that they can take me onto the next connecting flight as the gate closes 25 minutes before departure of the flight to Pune.

I therefore, seek to place my strong protest and objection to the way Jet Airways issued me a ticket knowing full well that even if the flight from Kolkata to Bengaluru arrives on time, I cannot be taken onto the next flight to Pune as the time slot available between the arrival and departure of the two flights is only 30 minutes.

I seek an explanation from the management of Jet Airways as to why this unfair trade practice is resorted to in issuing such a ridiculous ticket knowing full well that the transit passengers cannot make it to the next flight even if the flight from the previous sector arrives in Bengaluru on time and thereby will be put to serious inconvenience and mental agony as a result of no fault of theirs.

As a result of this unfair practice adopted by Jet Airways, I was put not only to physical hardship (I had to run from the alighting point at Bengaluru airport to reach the boarding gate 4 and was profusely sweating in the process by the time I reached the boarding gate as I am on medication for hypertension) but also to inexplicable mental agony in view of the rude and curt behavior of your commercial staff at Bengaluru.

Further, I had to pay for my dinner at Bengaluru airport since Indigo, being a low cost airline do not offer any dinner on board leaving alone reaching my destination past midnight which resulted in my overpaying the taxi to reach my home in Pune.

I am approaching you to seek your intervention in this matter as I have not received any response from the Nodal Officer till date despite three reminders.

Pending resolution of my grievance, though I am a Platinum member of your JP Miles program, me and my team stopped flying your airline for the last more than 2 months.

I look forward to your response to my grievance.

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