Complaint Details

Status	:	Closed
Complaint No	:	0020615/2014
Category	:	Travel
Date	:	14-04-2014
Subject Line	:	Missing flight after check in
Complainant	:	Shankar Iyer
Address	:	A-25 Guruchhaya, Ganesh Mandir Road
Complainee	:	Jet Airways
Address	:

Complaint Details
My mother was planning to travel from Mumbai to dehradun on 12/04/13 on Jet Airways Flight no 9W-307 (PNR no - YJJYGJ). As the flight was scheduled at 11:00am from Mumbai airport, she reached the airport Terminal IB at 8:30 am. She had checked in, got the boarding pass and also underwent the security check up and was waiting outside Gate no A5. However there was no announcement as whether the flight boarding has been started or so. My mother then finally approached the Jet Airways counter around 10:45 am when she was informed that the flight boarding gate has been closed and the flight has already taken off. However she received her baggage back in about 20 mins.
My complaint is that why was my mother even after check in and security check not called for boarding. For what purpose are the passengers providing their contact numbers to the airline. I can understand if someone misses the flight due to late arrival at the airport. But in this case when Jet airways knows that the passenger has checked in, why cannot the flight operator call the passenger and ask her to report at the gate counter for boarding? And even after all this, we all know the luggage goes with the same flight. So if the flight has already taken off (as they told my mother); how did they retrieve the luggage in 20 mins. And in case the flight had still not taken off, this means they could afford to remove a passenger's baggage instead of arranging to make the passenger get the flight.
So these are my main complaints:
1) Why was she not contacted when they already know the passenger has got the boarding pass?
2) What purpose is mobile number provided by the passenger to the airline?
3) If the flight had already taken off, how did they retrieve the baggage?
4) In case not taken off, why could'nt they make arrangements for the passenger to get seated in the aircraft instead of removing her baggage? Such callousness on part of the airline is hugely unexpected.

I had to cancel ticket for the same Mumbai to Delhi flight as well as the onward flight to Dehradun and also the pair of return tickets back from Dehradun to Mumbai (via Delhi). I expect a good explanation as well as a compensation from the airline in the absence of which I will pursue the matter legally.

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