Complaint Details

Status	:	Closed
Complaint No	:	0102323/2018
Category	:	Hospitality
Date	:	25-06-2018
Subject Line	:	unethical behavior and defaming in public by Jet Airways Staff
Complainant	:	Arundhati Marathe
Address	:	A-101, Mahavir Amrut, Sector-19, Palm beach road, Sanpada,, Navi Mumbai
Complainee	:	Jet Airways
Address	:	A-101, Mahavir Amrut, Sector-19, Palm beach road, Sanpada,, Navi Mumbai

Complaint Details
24/6/18


Dear Madam/ Sir


This is Dr. Arundhati Marathe, I recently had an “opportunity” to travel with Jet Airways from Chennai to Mumbai on 24/06/2018
Flight no 9W 0429
PNR FEKAHJ
My FFP no. 9W189976091


I was travelling from Chennai to Mumbai on 24/6/18 by the Jet flight scheduled at 16:50 hrs. I had already web-checked-in and booked an emergency 24B seat for me, but had not taken the printout of it and thought of doing so at the Jet counter

Here is an incidence I narrate which has thoroughly disappointed me and embarrassed me without any of my fault.

So, I was at the counter to collect my boarding pass. I had a free-upgrade voucher with me which was given to me by my father, who is a platinum member of Jet Airways (we regret).
I showed that voucher to the lady at the counter (forgot to note down her name) and asked her to check whether it can be used, meanwhile she asked me to screen my check-in luggage. I did that, went back to the counter and asked her about the upgrade. She UPGRADED me to business class and allotted me seat 1C.

I completed my security check, went to the travel club lounge at the Chennai airport and asked them whether this upgraded boarding pass is eligible for the lounge and they let me in.

As I was sitting in the lounge, the same counter lady came in and requested a photo of my boarding pass, clicked an image and left. She comes back again and requests me for my ticket, clicks a photo of it and is about to leave when I ask her is there any issue? It is only then that she tells me that there is some issue with the “class” of my ticket and she thinks this upgrade is not possible. That is when I told her to figure it out and keep me posted.

It was 16:10 and the boarding had begun, when this lady comes up to me and says that if you have any miles then we can use those and keep you upgraded or else you’ll have to shift back to economy class. That is when I tell her to shift me back to economy and cancel my upgrade and return me the voucher. She leaves again to come back after 15 mins saying we are using your miles and you may keep the business class.
I was surprised. Did they even take my permission to use my miles?
It was then when I opposed and asked her to shift me back to economy and not deduct any miles.
She leaves and comes back again after 5 mins saying we give you 17 F, please proceed for boarding.
I just requested her to give me my 24B seat which I had booked for myself using web-check-in in the morning. Then she comes up with saying that flight is full and she has no option.

I was taken to talk to some other ground staff pregnant lady. I explained her the same situation and told her that it is not my fault that you have given me an upgrade without checking the class of my ticket. She says no issues we will shift the 24B new passenger to 17F and give you 24B. I was then asked to proceed for boarding.

On boarding, there is a gentleman sitting on 24B, I request him to shift the seat showing him my boarding pass which was scribbled with 24B by a black pen.

It was at that time when the most horrible thing happened, the sweet passenger told me that he has been told that I have some “medical issues” because of which I want “his” seat.
I was astonished by such unethical behavior of the Jet staff.

The inflight staff was not capable of taking any decisions, the business class 1C which I was allotted initially on upgrade was vacant. 17F was given to somebody. And I had to manage with 17D !

This is ridiculous.
Such pathetic and unethical behavior of the Jet staff is unexpected.

I was upgraded to business class by some foolish mistake by the ground staff, they were using my miles without taking my permission, when I resisted they gave me some random seat. When I demanded the 24B seat which I already had chosen by web check-in, they said they’ve managed and asked me to board. When I board the flight I come to know that the passengers have been told that I have medical issues hence I want the emergency seat !

Totally unacceptable.

I’m writing this mail to you dear sir/ madam in total disgust and embarrassment.
I was embarrassed in the entire flight even when it was not my fault.

For your convenience, I’m attaching a copy of my e-boarding pass and my hard copy boarding pass.


I want you to take strict action.
Because of such embarrassment created by Jet Airways and such unethical behavior of the ground staff , I’m afraid I’ll have to move to court for defaming me in public and portraying me as having medical issues.

With due respect and regards

Dr. Arundhati Marathe
MBBS, MS General Surgery
9892251875

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