Here is one that I should be happy about - but what would have happened if the passenger does not get a confirmed seat on a designated flight - just because his credit card did not get charged?
My correspondence with Jetlite "customer service":
Great response - but totally dysfunctional, devoid of understanding the issue at hand, and callously skirting responsibility and accountability.
Please note - I will be using this email to communicate with the Credit card issuer to resolve the amount in dispute
Let me summarize the issue that is yet to be resolved, list your responses, add my observations.
Please let me know if the following presentation or language used is wanting in any scope and manner.
Summary of the original issue,
A)
I had made an online reservation for my father on November 25th from US and provided all required credit card information as guided on the reservation page.
I got a confirmation which I duly printed - I still have it with me.
Reservation code NXMBQG
Passenger name LAXMINARAYANA CHALASANI (resident of India)
From Mumbai to Hyderabad AND Hyderabad and Mumbai
Price entered on web site: Rs 6, 350/-
B)
When I arrived at Mumbai airport with my aging and ailing father, I was surprised and shocked to learn that the booking was made but the payment was not charged to the credit card, and hence his name did not appear in the manifest.
I was asked to rush to the ticketing counter (with my ageing and ailing father still in the baggage queue) to make a payment at the last moment to prevent a trip cancellation for both my father and myself.
C)
The ticketing officer was handed my printed itinerary and the reservation code NXMBQG was pointed out to him for charging the credit card.
The ticketing officer observes that this was not an isolated incident and that a lot of reservations had to be charged at the counter because of an issue with web reservations.
He smiling takes my credit card, swipes it while talking to me and asks me to go to another window to collect my receipt.
I am asked to sign a copy of the receipt to acknowledge the charge.
As I was not told about the amount being charged or the flights being covered I presumed the original reservation against NXMBQG was being covered in the transaction
D)
The charge, I realize after landing in Hyderabad, happened to be for Mumbai to Hyderabad and did not include the return trip.
The credit card was charged a sum of Rs 4, 770/- just for this leg.
E)
I had to rebook the return leg for my father, and charged another payment of Rs 3, 745/- to my credit card.
I get a new PNR now: BCQUCH (04/Dec)
F)
In the entire process, I paid an excess charge of Rs 2, 318/- because the online reservation failed to charge my credit card when the transaction was made online.
First response from Jetlite
Web Manager - Jet Lite India Ltd
QUOTE
(sic)
With regard to your mail, please be advised that your booking NXMBQG was unsuccessful and incase of unsuccessful booking there is a pop up which says
" Your booking has been created. However, the ticket has not been issued and your credit card has not been charged. Please contact our reservation office at 1800 22 3020 or 30302020 within 4 hours from now to confirm your booking and to issue your ticket. The transaction could not be completed because of an issue with processing your credit card."
Please note, there may be a possibility that you must have ignored the message and hence, you had to incure a higher amount.
UNQUOTE
A non-existent popup that highlights an issue with credit card?
And be able to print a confirmed itinerary?
Higher charge because of ignoring this message?
There needs to be detailed logical technical explaining to be done here.
Second response from Jetlite
Anitha - Jet Lite India Ltd
QUOTE
(sic)
Further to our telephonic conversation and clarification on the reason for non-generation of your e-ticket, please note that we have forwarded your greviance with regards to the ticket not being issued as per your requirement to Customer Relations. They will further take it up with airport services in order to investigate the issue, and will revert to you accordingly.
UNQUOTE
Third response from Jetlite
Gerard Pereira - Customer Relations
1. Mr Chalasani, at the time you arrived at our counter and provided a printout of your itinerary, our staff checked the booking details and informed you that the booking was cancelled. A detailed explanation and reasons to the same was provided to you in our earlier correspondence by our E-commerce division.
2. You will appreciate, our staff facilitated you with a new booking and issued a ticket as per your request for the Mumbai-Hyderabad segment against the best available fare. The same was acceptable to you as the credit card transaction was acknowledged.
3. We regret that you were not aware of the sectors as mentioned in the above ticket and hence you were made to purchase a fresh ticket for your return travel from Hyderabad to Mumbai.
Mr Chalasani, you will appreciate our predicament in the given situation, our staff at Mumbai would have issued a return ticket had the same been mentioned at time of booking.
My response point by point:.
1 -
The ticket was cancelled? This is being served fresh from Jetlite in the latest response.
I reproduce the original original experience (from C in summary above)
QUOTE
The ticketing officer was handed my printed itinerary and the reservation code was pointed out to him for charging the credit card.
The ticketing officer observes that this was not an isolated incident and that a lot of reservations had to be charged at the counter.
He smiling takes my credit card, swipes it while talking to me and asks me to go to another window to collect my receipt.
I am asked to sign a copy of it to acknowledge the charge.
As I was not told about the amount being charged or the flights being covered I presumed the original reservation against NXMBQG was being covered in the transaction
UNQUOTE
>A detailed explanation and reasons to the same was provided to you in our earlier correspondence by our E-commerce division.
Please see my response under "first response from Jetlite".
2 -
The ticketing officer did facilitate a new booking, but did not communicate with me to let me know what the booking was about. That is the point I have been trying to make right from the beginning.
The "same was acceptable to you" - in what manner? Just because I was rushed to sign the receipt on another counter when my ailing father was standing in the baggage queue?
What airline in the world would issue a one-way ticket at the airport without asking when the passenger would like to book the return trip on? And that too against an established PNR?
3 -
This point is correct - I was not aware of the sectors in the ticket - as I was not made aware of by the ticketing officer - the point I am trying to raise all along.
Addendum:
Again - I, under the circumstances, as a passenger who provided an established PNR (Reservation code NXMBQG), had no need to mention the need for a return ticket as the reason for my going to the ticket counter was to charge the credit card for the specific PNR (Reservation code NXMBQG) which had both the trips included in the original reservation.
I would like to personally see all the members of this team welcoming me aboard Jetlite - if I ever choose to travel Jetlite again!
Vijay Chalasani
Sr. Consultant
Security, Integration, and Systems and Architecture
&&&&&&&&&&&&&&&&&&&&&&&&&&--
From: Customer Relations [mailto: [email protected]]
Sent: Wednesday, December 17 9:09 AM
To: Chalasani, Vijay
Subject: Your experience with JETLITE
Our Ref No: BOM/SC/GP/121208/5335209
17 December
Mr Vijay Chalasani
Email [email protected]
Dear Mr Chalasani,
This is further to our interim acknowledgement of December 16.
Firstly, I regret the inconvenience faced by you on account of your recent travel booking with JetLite. I can assure you we have taken cognizance of your comments and travel bookings in an objective manner.
1. Mr Chalasani, at the time you arrived at our counter and provided a printout of your itinerary, our staff checked the booking details and informed you that the booking was cancelled. A detailed explanation and reasons to the same was provided to you in our earlier correspondence by our E-commerce division.
2. You will appreciate, our staff facilitated you with a new booking and issued a ticket as per your request for the Mumbai-Hyderabad segment against the best available fare. The same was acceptable to you as the credit card transaction was acknowledged.
3. We regret that you were not aware of the sectors as mentioned in the above ticket and hence you were made to purchase a fresh ticket for your return travel from Hyderabad to Mumbai.
Mr Chalasani, you will appreciate our predicament in the given situation, our staff at Mumbai would have issued a return ticket had the same been mentioned at time of booking.
In view of the above, I regret our inability to accede to your request as suggested.
Thank You for communicating with us.
It will be our pleasure to welcome you on board JetLite
Sincerely,
Gerard Pereira
Customer Relations
cc Ms Ragini Chopra
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