Jet Airways
Mishandled Baggage and After travel experience

Dear Sir,

I would like to place before you a humble plea where I have suffered at the hands of Jet Airways. I work for a shipping company and I'm currently based in Chennai. As Regional Manager for South India I frequently travel to various branches in Bangalore, Cochin, Coimbatore, etc including head office in Mumbai. Recently, during my travel from Chennai to Mumbai on 13th Nov flight no. 9W470 with baggage tag no. 9W67229, my Samsonite bag went missing and the airport staff at Mumbai airport (Mr. Atul and Mr. Feroz) issued me a 'baggage irregularity report' ref no. BOM9W24753 dated 13th Nov. After following up with the team twice a day for status I was finally informed after a week that the bag was not traced. I then received a message from your customer service (Mr. Karl Freese) for weight loss compensation, which stated amount of inr 4000 odd basis 9 kg recorded weight of the bag.

I replied to Mr. Karl that besides the mental trauma of losing your belongings and the immense inconvenience it put me through, Jet Airways have managed to throw salt on my wounds by determining the loss compensation to be inr 4000 odd. I have lost much more than that!!!

The samsonite bag itself cost me INR 7000 (recently purchased and I can show proof of purchase), my other belongings and other items, which were so critical easily, amounted to INR 25, 000. Now you can imagine reaching Mumbai without my personal belongings and that too late at night. I had to make alternate arrangements for accommodation and repurchase everything the next day. This was a business trip and my meeting was with my CEO South Asia Area- Mr. Lars Sorensen. I have already discussed this matter with him and this issue has thrown a very bad light on Jet Airways from our company's point of view. Our travel agents HRG Sita have also been notified of this.

A greeting from the CEO's desk adds a nice touch to generate customer tie-in but what's more important is tangible actions which directly impacts customer satisfaction.

I hope you will look into this and ask your team to act favourably to discharge compensation accordingly. I know we can't change the past and such baggage loss is an inevitable issue for an Airline. But the handling of such sensitive issue shows the maturity and commitment of the Airline towards their customers.

My only need is for Jet Airways to make good the loss by offering an equal compensation.

Please do help!

Best regards

Allan Aranjo

Company: Jet Airways
Country: India
State: Tamil Nadu
City: Chennai

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