Saumil Shah
1 Sanjivbaug, Paldi
Ahmedabad 380007, India
TO:
Customer Relations
Jet Airways
PNR: NExxxx
8th May
To whomsoever it may concern:
My wife and I were to travel to Johannesburg on the 10th of May, on flight 9W242, arriving into JNB at 0745 am. I am visiting South Africa for business purposes. I am a speaker at the ITWeb Security Summit an international conference on computer security - www.securitysummit.co.za.
My talk is scheduled on the morning of the 11th of May.
MY WIFE AND I HAVE BEEN INVOLUNTARY OFFLOADED FROM THE FLIGHT ON THE 10TH OF MAY. Upon lengthy arguments with both American Airlines (where I redeemed my award travel from) and Jet Airways, I am told that the flight was canceled due to undisclosed Operational Reasons.
Honestly speaking, Jet Airways has unfairly left me in a very bad situation and that too at a time when it is beyond my capacity to make any changes and accomodate this unfair cancellation.
I can understand if the flight is canceled because of weather or an aircraft malfunction or a volcanic ash cloud. I cannot simply accept a reason like Operational Reasons, which to me means that there weren't enough seats sold for you to make a profit, so you just cancelled the flight.
Nonetheless, I am in a situation where I cannot do anything to fix the situation from my end.
a) A full refund is not acceptable since I have to speak and present at an international conference. At this moment, I cannot pay through my nose to book last minute fares on another airline. You have left me no time to do that.
b) I asked if Jet could put us on a South African Airways flight that leaves more or less the same time on the same route. This ended up being a back-and-forth battle between Jet and American Airlines. Each pointing to the other, leaving us, the customers totally helpless.
c) I am going to lose my one night of hotel booking, which I cannot cancel because the deadline has passed. I am going to lose money on this. AND MOST IMPORTANTLY, I am going to arrive without any rest and have no time to freshen up and rehearse before my presentation.
HOW CAN YOU SIMPLY LEAVE CUSTOMERS HANGING LIKE THIS AT THE LAST MOMENT?
IF YOU CANCEL A FLIGHT FOR UNDISCLOSED REASONS, YOU EXPECT CUSTOMERS TO JUST SIT DOWN AND TAKE IT?
ALL YOU CAN DO IS JUST SAY "SORRY FOR THE INCONVENIENCE"? WHAT DOES THIS MEAN? WE ARE LOSING TIME, MONEY AND ENERGY FOR NO FAULT OF OURS. AND YOU ARE NOT EVEN WILLING TO CARE FOR YOUR CUSTOMERS NEEDS? So what if we have redeemed miles? Didn't we pay to earn those miles at sometime? Why are we treated like this?
The LEAST you can do is offer my wife and I an upgrade to business class on the outbound flight, so that I can atleast have some rest and make my presentation properly.
It is a SHAME that Jet Airways decides to act so casually and carelessly and cancel flights without any valid rhyme or reason, leaving customers in the lurch. This proves that your business is NOT built on ethics and responsibility - simply to better your bottom line at any cost.
I demand a proper answer to ALL the points addressed in this letter. Please call me in the next 12 hours on my mobile phone and address our problems properly.
To prove that I am indeed a speaker at the conference and not a casual holiday traveler, I have attached the conference agenda with my name and photograph highlighted. Also an invitation letter sent by the company, and our original tickets for the 10th of May.
SAUMIL SHAH,
AHMEDABAD
8 MAY
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