On Sat 24 Oct the four of us reached Indira Gandhi Airport 2.45 hours prior to our flight time on jet Airways due to depart at 12:15 pm from Delhi to Bangkok. Upon reaching we had to wait in an hour long queue. Later, the same thing happened at the Passport Control and then again at the Security Control. While we were waiting long hours in the queue, we heard other airlines announcing passenger/flight names, so that they could speed up the process to help passengers catch the flight. Unfortunately, we had no one looking for us although it had already been more than an hour since we had checked in.By the time we cleared the formalities it was already 12:08 pm! We rushed to gate 6 and reached there exactly at 12:13 to surprisingly find no Jet airways staff at the gate. So, we thought to wait. At 12:17 we re-checked and alarmingly, found the whole team at gate 8. Upon questioning them, they said that the flight had already taken off and they had also delayed the flight for us by 10 minutes (according to the boarding pass the scheduled departure time was 12:15 and even if they had waited for another 10 minutes, logically, the flight wasn’t supposed to depart till 12:25! Then, why and how did the flight take off before 12:17!) When we were informed of this, instead of trying to help us out, and help us book for the next flight, one of the Jet airways female ground staff literally began shouting angrily at us because we were late! She was very rude and ill-mannered. Without any enquiry or investigation, they listed us as ‘no shows’ (Although, having reached the airport 2.45 hrs before flight time!). We said ‘this is not right and we would like to talk to the senior duty manager or the customer service manager of Jet Airways. One of the other staff, Mr. Vijay Dhania (Senior Customer Service Officer) retaliated with great pride and ego, saying ‘do whatever you can! You want to complain, as if we care! ” In reply we said, “we’ll do all we can to let others know about your service.” He laughed and irresponsibly said “Mam, I don’t care about the company’s reputation, do as you like! ” He said this is in front of his crew (2 male and four female staff representatives) and all stood silent! Some people/companies think they’re too big, powerful and way above a consumer’s power. I believe in the philosophy ‘size doesn’t matter! ’ I’ve worked in quality service companies too, and we always respected our customers and listened to them. Companies need to help (where possible) and try to understand the customer’s situation/problem or at least pretend to! We were also informed by an airport officer that they had been loads of complaints from Jet Airways customers earlier. If you too have been a victim of Jet Airways services then please share your experience (s) via your convenient public communication mediums (online blogs, newspapers, e-mails etc) to help others make the right choice. I hope the readers of this event reconsider their continuation with Jet Airways services. I hope no passenger experiences such unprofessional and poor customer service, gets insulted outright by Jet Airways’ staff and faces the same problems that we did. The main purpose of sharing this experience is to create awareness for passenger’s using Jet Airway’s services hoping that a top management well-wisher of Jet Airways reads this story and reacts for the betterment of the company.
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