Complaint Details

Status	:	Closed
Complaint No	:	0088414/2017
Category	:	Others
Date	:	18-01-2017
Subject Line	:	Complaint denying late reporting
Complainant	:	CA Priyanka Rauniyar
Address	:	Talwar house, building No. 190, street No. 4, Lalitapark, Laxminagar, 110092
Complainee	:	Jet Airways (India) Limited
Address	:

Complaint Details
Dear Sir,

Greetings!

I am really sorry to drop this email at inappropriate time.

I am writing this mail to complain about the boarding check-in service provided by Jet airways.

Actually, I arrived at airport by 7:45 pm on 17th January 2017 which is 20 mins prior to boarding closure time. Then, I was not aware about the queue for Kathmandu flight and was misguided further by the associate over there for Doha flight queue. You may vet the same with CCTV footage.

Further, I believe that I didn't report late at boarding check-in because my luggage was weighed. Its weight was 23 kgs and I requested the lady at counter to adjust 3 kgs. After having that discussion, she informed that I have reported late and wrote "late report at 8:14 pm". I believe discussion would have lasted for 10 mins then its not late reporting at all. I requested her multiple times that I would carry it as hand baggage but she denied for that. I strongly believe that I was in time.
Also, the luggage was weighed of one of the flyer prior to me. Its weight was 20 kgs and he was also not provided the boarding pass. The lady at counter wrote "late report at 8:14 pm" in his printed fight ticket too which is wrong. How can late reporting time be same for two different flyers? Is it possible that in seconds, boarding check-in procedure gets completed?

After multiple requests with two different manager on duty, supervisors & associates, I was not provided alternate solution. I asked them to show me the CCTV footage but that was not permitted. It was informed by Miss Tina (supervisor) that Miss Munmun (Manager on duty) watched the footage but while discussing further with Miss Rupa (Manager on duty), it was informed that the right of access to footage lies with GMR and special permission is required. So how is it possible that Miss Munmun has watched the CCTV footage in mean time without any special permission. How can Miss Tina share wrong information without knowing the fact? After discussion of 4 hrs with boarding check-in personnels, ticketing personnels & security personnels of airport as well, I had to return back to my place (Laxminagar) since they didn't listen to me.

As per EXIT procedure, the associate from CSA department (Mr. Aasish) made me forcefully sign on the exit register for the reason of "LATE REPORTING" which was totally unacceptable. I had to sign the EXIT register just for the sake of exit as he threatened me saying "else I cannot exit from airport premises, that is one & only way". He was also unaware about my situation but I was escorted by him for exit after multiple follow up with different associates. I was escorted by associate for exit only after the order from Miss Rupa to associate as my cab was waiting outside. This is very unpleasant and disappointing.

I really had a bad experience with Jet airways this time. After this experience, I am not going to suggest anybody to travel with such airlines where flyers voice is not listened and associates acts unsupportive. I believe my reporting time at check-in counter was not late at all. I have following complaints pertaining to same:
1. If I was late, my luggage was not to be weighed.
2. On foremost discussion it was to be clearly communicated that I was late instead of wasting time on adjusting 3 kgs extra luggage.
3. What is the standard time of calling the flyers before boarding check-in closure as I was in queue and didn't get any alert on same?
4. Is there any policy or guidelines that it is made to sign flyers on EXIT register only for two reasons: Document problem and late reporting? (You may check security register for same)
5. Is it ethical to make flyers forcefully sign the EXIT register, threating that else you will not be allowed to EXIT?
6. What kind of training is provided to associate on dealing with flyer in such situation? Is it to rudely behave with them as Miss Tina did by saying "she has wasted 4 hrs to Miss Rupa... and further asking me to even raise your voice to Consumer court while I informed her that Police complaint is to be raised for getting permission to watch CCTV footage as discussed with vigilance staff of Delhi Airport Security & information desk"?

I believe one of the reason behind this would be that my ticket was sold to others. On making request for adjusting with next flights, it was informed that all flights are overbooked. I have reason on beleieving that as I observed one of the guy arrived late by 5 mins but he was escorted by associate with his luggage (around 20 kgs) as hand baggage to catch the flight. Are flyers discriminated? Why was not I provided that service as same scenario was there?

As my professional qualification is CA, I am aware about such controls since I have experience of internal audit of different industries; and associated with one of the leading global internal audit firm as experienced consultant. I request you to watch the footage as I was restricted to watch it and further take a strict action against it. There are the controls requiring improvement and further it can be strengthened. Please have a bird eye view on same as it seems to me that many such instances might be there which leads on degrading the reputation of Jet airways.

Also, request you to compensate my loss as I didn't report late. This trip was the important one because I was travelling to attend my bestie's wedding and was carrying her wedding Lehenga.

Please find the attached air-ticket for reference with my bank account details (I have mentioned @12:38 pm which is exit time; but have wrongly written pm instead of am as on 18-Jan-17).

Regards,
CA Priyanka Rauniyar
Contact No.: 91-9650663340

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