Complaint Details

Status	:	Closed
Complaint No	:	0101230/2017
Category	:	Travel
Date	:	18-12-2017
Subject Line	:	Faulty International Online Booking System
Complainant	:	Shiman Singhal
Address	:	E-64 Panchsheel Park, First Floor
Complainee	:	Jet Airways
Address	:	Airport Office, Mumbai

Complaint Details
Thank you for reverting and accepting that the fault lies in Jet Airway’s online reservation system. It is only logical and fair that for your mistakes, you should pay for the damages and not me.

As also pointed earlier, even before making the final booking I had called up your contact center to confirm the correctness of the booking and only after receiving a go ahead from them, did I proceed to book the tickets. As a customer I had no way of knowing the anomaly that existed in your online reservation system (as the concerned passenger was only two years at the date of travel), but to assume that the system was correct and knew what it was doing.

I made this booking about 8 months in advance to capture the best fares. The pricing for the return ticket (PNR – GLBPZE) was as under:

Adult x 2
ZAR 16740.00
Child x 1
ZAR 7580.00
Infant x 1
ZAR 1478.00
Other charges
ZAR 4556.92
Total
ZAR 30354.92

Immediately, post booking the ticket you should have come back informing me that infant ticket will be no good at the time of travel, requesting for an extra payment of ZAR 6102.00 (ZAR 7580 – ZAR1478) to issue a child ticket manually. Instead you decided to keep silent for 8 months resulting in harassment at the airport and payment of spot price for the concerned passenger.
Now as per your letter, you are asking me to buy an additional return ticket. This to me is to unfair trade practice and amounts to deceit.
At this point in time one amicable solution may be to charge the differential between the pricing of an infant and child booking at the time of booking and issue the ticket. The said differential fare can be offset against the infant fare and the fare charged by Etihad. The balance amount should be refunded to me.
I think this is more than fair solution, from your perspective. For me this is less than fair considering the harassment, effort and waste of my time corresponding with you. Also, if the correct pricing was displayed / made known to me at the time of booking I could have made an informed and correct judgment around choosing the airline (correctly for my travel).
I am sure that a legal recourse would additionally consider the harassment and unfair trade practice besides overcharging. I will request Jet Airways to not test my patience any further and do what is fair.
I expect you to coordinate and work with your code sharing partner Etihad to resolve this at the very earliest.

Each day that this issue remains unresolved is impacting my vacation, my time with my family and my peace of mind.
Please remedy the situation, reimburse the additional payment extorted from me for my daughter’s ticket and ensure that my child travels back with the rest of the family on 6th January 2018.

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