Complaint Details

Status	:	Closed
Complaint No	:	0101175/2017
Category	:	Travel
Date	:	30-11-2017
Subject Line	:	Flight rescheduled and left delayed causing disruptions in personal schedules and appointments
Complainant	:	Sathyanarayanan Gopalakrishnan
Address	:	33 Vicenza Marigold, Kalali Road, Vadodara
Complainee	:	Jet Airways Ltd
Address	:	Mumbai

Complaint Details
Dear Sirs,

Today I had my share of a harrowing experience with your airline and this certainly made me feel there is a change in your ways and certainly customer centricity has taken the last seat. I had booked my travel vide PNR no HISHOK on 27th Sept 2017 for my return from Chennai to Vadodara via Mumbai. I was booked on Flight numbers 9W 489 from Chennai scheduled to start at 7.00 AM and reach Mumbai at 8.55 AM and onward from Mumbai via 9W 349 scheduled to depart at 9.35 am and reach Vadodara at 10.35 AM. A few days after this I did receive some messages saying that the flight no 9W349 is rescheduled to depart at 8.55 AM without informing me that there would be a connection issue and I need to contact the ticketing staff. My boarding passes also go issued through Web Check in without any issue.

It would be relevant to mention here that I travelled on 28th Nov 2017 from Vadodara to Chennai vide PNR No EMKTUJ which was scheduled to leave Vadodara at 16;10 and reach Chennai at 2 the 0.00 Hrs. There was a flight cancellation message for this and said that this flight would not operate the Vadodara Mumbai sector and hence I was allotted on another flight leaving Vadodara at 16.00 Hrs. When I tried to web check in, the system did not allow me to and asked me to contact the customer care which I did and they said this required reissuing of the ticket, the did the same after which I could web check in.

This and several previous reschedule experiences had left a strong belief in me that this travel from Chennai to Vadodara is probably handled by the airline with a gameplan and would take care of my travel. The belief is now destroyed though.

When I arrived in Mumbai, there was no information about my onward flight and the staff at the alighting and arrival were clueless and directed me to the check in counters again. Here I was directed to a Ms Madhuri who was supervisor guest relations who went about first blaming me that I should have checked when I got a message. My reasoning that the message did not direct me to contact some one and there was no problem while web checking in fell on deaf ears. She agreed to reschedule my travel to thut me 14.00 Hrs flight even though later I got to know from my secretary that there was a 11.30 Hrs flight which she could have put me on. She did not even talk about it. She expressed no remorse nor concern for the delays I am subjected to disrupting my schedules. She did not even give me access to the lounge for me to wait for my 16.00 Hrs scheduled flight for which I had to wait from almost 10.00 Hrs when I got through with her even against my request to her.

I wonder if this is going to be the way the airline would treat your Customers going forward as we would better be prepared to expect such treatment. I believe that this is breach of the trust that consumers place on a service provider and I would like to seek support from the consumer forum for such a harassing experience given to me and the disruptions caused to my schedule for no fault of mine.

Warm Regards

Gopalakrishnan, Sathyanarayanan
Plant Manager
Schaeffler India Limited
(Formerly Known as FAG Bearings India Ltd.)
Maneja, Vadodara 390 013. Gujarat, India
Tel. +91 265 660 2101 · Mobile +91 82380 79499
www.schaeffler.co.in

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