Jet Airways
Pathetic Customer service and Baggage Mishandling by Jet Airways

I am a regular traveller to Saudi Arabia and generally travel by Jet Airways... So far the experience travelling with Jet Airways had been great, however the last travel experience on way back from Jeddah to Mumbai on 21/8 on board flight nos 9W521 (Seat nos 25E and F) was a real bad one...

The Baggage was accepted at Jeddah airport including the Zam Zam can (1 nos per passenger), however on our arrival at Mumbai airport we were surprised to understand that the entire lot of Zam Zam for all passengers returning from Jeddha (Omrah tour) has not been loaded with no intimation. Moreover the staff at the airport were not aware initially. Later were made to understand that the Zam Zam cans have not been loaded.

For all Omrah pilgrims the Zam Zam water has a great significance and we do put across huge effort in getting this Zam Zam Can alongwith us..

Need clarification on couple of aspects...

# Why is Zam Zam considered under Limited Liablility and not a priority delivery item inspite of being of such high importance and sacred for passengers travelling for Omrah.

# Why is the Limited Liability not being mentioned in writing on the E ticket, so that the passenger can choose airlines which prioritize Zam Zam for delivery (Saudi Airlines etc)

# In case of non loading of baggage the baggage should be delivered at passenger's residence..Would like to share my experiece with Singapore airlines where the baggage on account of non loading was subsequently delivered at residence.(this is what is called as Best Service)

# The customer care executives are ill trained and do not know the status or are unable to guide the passengers... Isnt it the responsibility of the airlines to intimate passengers on arrival of the baggage in subsequent flights.

# How long we need to wait for the delivery of our baggage?

# Why should not the passenger be compensated for the non delivery of baggage in same flight and the harrasment and extra cost incurred by passenger for revisiting airport for collecting baggage in event where the airlines is unable to deliver at residence (which should be the idle case)

# Why is Jet Airways asking passengers to accept Zam Zam can of other passengers? is this ethical on part of the airlines?

# I did find Jet airways staff accepting extra baggage and making quick some on the extra baggage and when it came to Zam Zam we were explained that the flight was overloaded.