Complaint Details

Status	:	Closed
Complaint No	:	0043279/2015
Category	:	Travel
Date	:	27-03-2015
Subject Line	:	Highly unethical & unprofessional experience for flight no. 9W-63 on 25th March, 2015
Complainant	:	Rajesh Rana
Address	:	House No. 1364, First Floor,
Complainee	:	Jet Airways
Address	:

Complaint Details
Dear Guest Relation Team & Mr Naresh Goyal,

I have booked the attached ticket with PNR OLBDJV & E-Ticket No. through 589 21 1759 3778 jetairways.com. I have usually enjoyed the flights I am flying on Jet Airways since last one year except few occasions. I am frequent flier and Sliver Tier member (9W117287483) as well on the Jet Privilege. Kindly look into the sequence below:

1.) Ticket booked on 15th March 2015 for travel on 26th March from Bangkok to Chandigarh via Delhi.
2.) I have travelled on another jet airways flight from AUH-DEL-BKK on 24th (if you wish I can provide the details as well) and from Bangkok to Phnom Penh on Bangkok Airways.
3.) I had a meeting on 25th morning and luckily I was able to conclude the meeting early in the morning till 11 am.
4.) I have decided to fly back on the same day to be with my family on 26th March (because of my birthday).
5.) I have called Bangkok Airways to check if I can change my booking and they charges a USD 31 for the change fee and change my flight to 25th March.
6.) Now I logged into to my account on jetairways.com and changed my ticket for 25th after paying a change fee of 1000 THB & Fare difference, which came to INR 4076/-. Payment was successful (Proof attached) and it did displayed my changed itinerary. But your system did throw some error when I tried to do web check-in to select the seat and meal preferences. I have sent a message to my secretary in India to check about it. She have called Contact Centre’s at Chandigarh, they have asked for 15 minutes to revert back. My secretary called them again and they said that there is an error in the system for web check-in, but I can proceed for the normal boarding.
7.) I was happy and started packing my baggage and rushed to the airport.
8.) I reached airport and checked in up to Delhi on Bangkok Airways counter. My Baggage was also booked up to Delhi. I boarded the Bangkok Airways flight from Phnom Penh and reached Bangkok. Spent 4 hours in the lounge and headed for Gate No. G2 for the boarding.
9.) Ground staff checked my Passport, boarding pass and scanned it. We were waiting for boarding now. Aircraft reached a bit late from Singapore due to bad weather and it was raining hard in Bangkok.
10.) Ultimately boarding announced and from there my nightmare started:


1) A thai gentleman (ground staff from thai airways) approached me and told me that I cannot board the flight. I have to pay 5000+ THB if I want to board this flight. I was shocked and stunned.
2) I told him that I have a boarding pass and you have already marked me for the boarding, he tried to snatched my boarding pass from me and asked me very rudely to leave the boarding area and wait outside. I had a long argument and I was treated very shabbily, badly & in a very unprofessional manner. It was such a humiliation and in front of few 100 people.
3) I have resisted his attitude and told him to let me know why should I pay? Then he asked me to wait for Jet Airways staff.
4) Then a lady came over and explained me that my payment was not successful (although it was successful and you can see the proof). I asked him to show me the proof.
5) She went to the system and logged and printed a long sheet. Even in that sheet it was mentioned that “MIGS Payment Successful” “New Itinerary prepared” I told him that it was successful and paid.
6) She asked me to call Mumbai contact center and check, I called and Spoke with someone called Mr Ibrahim, he put me on the hold for 10 minutes and later on declared that I cannot board today’s flight (25th March) and I can take 26th March flight only.
7) I was left helpless because of the callous attitude of Your ground staff, Contact Centre staff & your faulty & rubbish system.
8) In the meantime the flight was boarded and I was stranded alone there.
9) I was forced to pay USD 160+ as I was left with no other option.
10) I was stressed, humiliated & my rights have been abused.

I have few questions for you:

1.) Why this hell broke upon me?
2.) Why such a behavior with a Silver Tier member and someone who fly with you so much?
3.) How can I (or your passengers) be responsible for the faults in the Jet Airways system?
4.) Who is responsible for this mess up and who will pay the damages done to me my self-respect-wise, healthwise & Stress I have gone through?

I am expecting a reply with complete explanation from you immediately. And I hope you will not force me further to adapt other alternatives to claim for re-imbursement and compensations further. I am a hypertension patient and was heading for my birthday celebrations with my family.

I am sure Mr Naresh Goyal do not have time & patience to read through my mail. But this will help my conscious that I have appraised him about what is happening in his organization.

Thank you Jet Airways for my Birthday Gift, it was so nice that I have cancelled all the plans later on. (I am sarcastic here…Thanks).



With Warm Regards,

Rajesh Rana
(Director)
Stellar Data Solutions Pvt Ltd.
SCO 126-127, Level-II,
Sector 34A, Chandigarh.
INDIA-160022

Ph.: +91-172-5003899,3918399
Mobile: +91-92162-03899
Skype: StellarChd
Gtalk: Rajeshkrana73@gmail.com
Web: www.stellarshell.com, www.skoolmanager.com, www.recoveryandforensic.com

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