Complaint Details

Status	:	Closed
Complaint No	:	0089543/2017
Category	:	Travel
Date	:	12-10-2017
Subject Line	:	Baggage Policy Misguidance by the Customer Service Department
Complainant	:	Saurabh Tiwari
Address	:	202, city view, owe, sector-30, Kharghar, Navi Mumbai
Complainee	:	Jet Airways
Address	:

Complaint Details
This is regarding baggage policy misguidance by the Jet Airways call center customer support.

I had a booking from Mumbai to Delhi on 17th Sept at 9AM. I stay in the USA and was visiting my family last month.

On 16th I had a call with one of the customer care support executives (I think the name was Jatin) and I asked him about the baggage policy (since it was my first time flying with Jet).

When I asked him about the baggage allowance, if I can carry 2 bags of 15kg EACH, he agreed upon that and said yes.

I asked him multiple times about the same and he suggested that I can carry those bags as the baggage allowance policy says that.

However, when we reached airport we were charged Rs. 11,400 for 38kg excess.

The guest relations was handling this issue and after 2-3 emails they have stopped replying.

I have been patiently awaiting their response on my e-mails looking for an answer.

This is really unprofessional by all means where these guys misguide the customer, take their money and don't even care to respond back to their e-mails.

Don't call yourselves guest relations if you cannot maintain one. This was my first experience with Jet and I am pretty sure the last one as well. .

I strongly demand a resolution in this matter or else I will have to take this up legally and on social media as well.

Wake up!! Please show some real concern for your customers.

Attached are the boarding passes and the receipt of the amount paid.

Saurabh Tiwari

Replies