Complaint Details

Status	:	Closed
Complaint No	:	0031343/2014
Category	:	Travel
Date	:	16-08-2014
Subject Line	:	Jet Airways failed to provide promised service
Complainant	:	Prajina V P
Address	:	Prajinalayam Po Chirakkal
Complainee	:	Jet Airways
Address	:

Complaint Details
My family (Me, My husband, 7 yr old daughter and 4 yr old son) were on a trip to India from Las Vegas.The itinerary was booked by travel agents Travelopod (http://www.travelopod.com/). We were allowed 2 bags per United's ticket on our onward journey. I have attached my itinerary for your reference which mentions under section "Baggage fees are per traveler" that the 2nd bag is free for my onward journey. United told us that they won't be able to update the bags allowed in the system/ ticket on our return ticket as it was not the starting carrier. Jet Airways was the first carrier on our return journey from Bangalore to Mumbai (1 hr 40 mins flight). My whole trip was approx 40 hrs long.
Below is Jet Airway's baggage policy from their website
(http://www.jetairways.com/EN/US/Baggage/PartnerAirlines.aspx) :
Baggage information for journey(s) to / from United States of America (USA):

For journeys(s) to / from USA, Jet Airways will honour the baggage policy of the first marketing airline irrespective of the ticket issue date / validating airline.
We also called up Jet Airways' customer care in India (at least 3 times) to confirm that United Airlines is the first market carrier for this itinerary and that we would be allowed 2 free checked-in bags on our return flight from Bangalore to Mumbai since United would be allowing us the same. Since we got the same response that we got from 3 different Jet Airways customer care staff, we proceeded to Bangalore International Airport on Jul 1st 2014, after 10hrs drive from my home town, with 6 bags for check-in, 2 carry-on(s) and 2 personal items. However, Jet Airways refused to check in the 2nd bag free of charges. The lady at the station was not aware of their own baggage policy that is also published on their website. The station manager, Raghu was extremely rude and refused to acknowledge our onward ticket ( that clearly mention 2 free bags were allowed ) and the baggage policy on their website. 2 hrs. later, he suggested that we pay for the 2nd bag and write to them to get it reimbursed later based on the review of our conversation with their customer service staff. He also added with a grin that the call recordings may be deleted. We then repacked our bags and paid $100 for 1 bag and returned our 6th bag containing many emotionally valuable things that can't be replaced by anything locally available here. It was so humiliating and saddening. My children were scared by the manager's rude behavior. They don't want to fly anymore after this harrowing experience. It is unfair that we were not allowed our 2nd free bag by Jet Airways on tehir flight of 1.5 hrs when my whole o
trip back was of 40 hr approx.
Since they didn't honor their company policy (not to forget that they initially weren't aware of it) or their customer service's agreement, I have no hope of getting a fair redress from them. I am not able to put this humiliating experience (that also resulted in negative impact on my children beside waste of time) behind. Please help.

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