Complaint Details

Status	:	Closed
Complaint No	:	0007187/2013
Category	:	Travel
Date	:	12-11-2013
Subject Line	:	JET AIRWAYS NOT FAMILY FRIENDLY
Complainant	:	Nupur Rai Simcik
Address	:	Prokopa Holeho 1902
Complainee	:	Rai Marketing Ltd
Address	:	Arera Colony

Complaint Details
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Rai Simcik
COMPLAINT - MAJOR BREAKAGE TO BUGGY, NO RESPONSIBILITY BEING TAKEN BY JET KONNECT BOM/JKC/GP/301013/8194080
MAILER-DAEMON@yahoo.com
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Guest Relations
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COMPLAINT - MAJOR BREAKAGE TO BUGGY, NO RESPONSIBILITY BEING TAKEN BY JET KONNECT BOM/JKC/GP/301013/8194080(2)
Guest Relations
To Me
30 Oct
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Dear Mrs Simcik,

We acknowledge receipt of your communication.

The contents of your communication are being looked into and we will revert to you by Nov 08, 2013.

The reference number for your communication is BOM/JKC/GP/301013/8194080 which can be quoted in all your future correspondence on this issue.

May we request you to please bear with us till such time.

Sincerely,

Gerard Pereira
Guest Relations
Jet Airways (India) Limited
Working Hours: Mon-Fri 0900-1730hrs

----- Forwarded by Guest Relations/Kaledonia/Jetairways on 30/10/2013 11:26 -----

From: Rai Simcik
To: "guestrelations@jetairways.com"
Cc: "bhocss@jetairways.com"
Date: 29/10/2013 21:07
Subject: COMPLAINT - MAJOR BREAKAGE TO BUGGY, NO RESPONSIBILITY BEING TAKEN BY JET KONNECT



Dear Guest Relations / Tarun

We took the Jet Konnect flight on 24th Oct with Jet Konnect, India from Mumbai to Bhopal (http://www.jetkonnect.co.in/) as part of our long international travel under the same PNR (YI9XK2). We gave the buggy to the airline at the point of boarding in Mumbai, as we had done previously with Lufthansa (our international carrier) and other airlines in the past. When we arrived at our destination and got the buggy at the point of exiting the aircraft, we noticed that the brake lever was broken (pictures attached).

We contacted the airline staff at Bhopal immediately and made a complaint to Tarun and his junior staff. I was immediately informed, first by the junior staff, and then Tarun, both of whom did not even perform any checks or speak to their ground staff responsible for unloading, that this breakage was considered ‘regular wear and tear’ and Jet Konnect would not be taking any responsibility for it. At no point have I been asked when this buggy has been purchased so I am not sure how the airline that has caused such damage is sure that it is ‘normal wear and tear’ without so much as asking the manufacturers either.

We were also informed that this buggy collection service is provided free of charge as a gesture of goodwill and hence your airline does not take responsibility for the breakage. I reminded Tarun and his colleague that if they did not wish to take full responsibility for providing the buggy in the same condition as it was given to them at the point of departure, then they should have stated this at the time of sale of the ticket or, indeed, at the point of collection. This, of course, was not done.

After six days, I have been informed again that since this breakage is considered ‘regular wear and tear’ that I would not be refunded anything for the damage caused by your Airline.

Needless to say that, as a woman and as a mother, I am truly appalled by, not only, the complete lack of scruples or integrity at any level, but also the pretentious claim by Jet Konnect that they are family friendly and try to make travel for mothers and children comfortable and safe. This is complete eyewash. I shudder to imagine what condition this Airline has left me in, for my international destination. I have been left to manage my travel with my handbags, a buggy with a major safety feature missing and a toddler, moving over escalators, airport transport, internal train stations, lifts and slopes with no brakes! Unless this issue is resolved speedily and effectively, I would need to make this unsafe and precarious journey with my child.

The financial impact of this is substantial for us. Attached please find a letter from the buggy manufacturers, Bugaboo, who have confirmed that since this damage has been caused by the Airline the warranty would not cover it. The cost to replace this part is going to be £210 which does not include the postage costs to get this delivered to India or to the Czech Republic, where we live. Their advice on the issue of delivery costs is as thus, ‘We cannot include delivery costs in our letter. At present, we do not handle web shop orders from the Czech Republic. Please liaise with your airline with regards delivery costs.’ A basic search of the internet has suggested that the approximate cost for delivery of the chassis to the Czech Republic is about £25. So the total impact of this damage is going to be in the region of £235.

We depart from India in a couple of weeks so we would very much appreciate a speedy resolution to this matter. I would be prepared to wait until Tuesday, 5th November, at the very latest, after which time I will be considering next steps.

Thanking you in anticipation.

Best regards
Nupur

Mrs Nupur Rai Simcik
from now until 17th Nov 2013 - 0091 9826023722, After 18th Oct - 00420 608 963 191

This message is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged information. If you have received this message in error, please notify the sender immediately and delete this message from your system. Reasonable precautions have been taken to ensure that this message is virus-free. However, Jet Airways (India) Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. www.jetairways.com
3 AttachmentsDownload all
20131025_213733 bugaboo 2.jpgDownload
20131025_213459 bugaboo 1.jpgDownload
Jet Konnect Letter From Bugaboo.pdfDownload
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Me
To Guest Relationsnaresh.goyal@jetairways.com
Today at 6:02 AM
Dear Gerard

I find it appalling that despite the deadline selected by you (8th Nov) having long gone, I have still not heard back from you. I have not even been informed to say that there is going to be a delay and the reason for this.

The very department which is supposed to be upholding fairness and professionalism is demonstrating such a lackadaisical attitude towards such serious complaints.

Should I not hear from you on the outcome of my complaint TODAY, we would be escalating the matter.

Best regards
Nupur

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