Jet Airways Customer Service - Lack of

Noted as of 2006/07/28, Friday
For future reference:
Jet Airways Airport numbers:

(22)26156111 The extension for the duty officer is x2520 and x2527
(22) 26156658 Another (useless) airport number given to me by the Jet airways 24 hour helpdesk folks was :

After a series of engaged-tones, finally after about 10-15 tries I got through to him.

The issue: No Wheelchair inspite of reservation record

When my father-in-law - Naresh Parikh reached Mumbai, accompanied by my mother-in-law Mrs. Anjani Parikh, the staff at the Mumbai Jet Airways counter refused to provide a wheelchair for him. My father suffers from pulmonary problems and he has great trouble climbing stairs, walking even short distances ... especially when he is tired after an arduous and exhausting international journey from Minneapolis, USA which is thousands of miles away. Even young adults get jet-lagged by that travel. In this stressful situation, in the middle of the night, with hardly a soul around to ask for help, inspite of full assurance from the reservations and customer service folks that he will have "hassle-free, stress-free" travel with wheel-chair assistance, he was bluntly refused. He was asked to produce a doctor's certificate for that day/night! How could one possibly do that, when you have stayed overseas for 2 months and come back. He did even produce (although I confirmed that it is not required as per Jet Airways policy to do so ) a certificate from the doctor about 2 months old - only 2 months old ; for all people with an ounce of common-sense and feeling would have assisted help - but no, Jet Airways, that prides itself in customer-service , failed at the very time when service was indeed required. Oh, how enraging that is ... to see 60+ year old parents waiting out there... even while I type this up , all of his family aware of the situation but so far off - two in Minneapolis, one in Baroda and none in Mumbai, but nothing one can do to run to their help. Oh, how bloody enraging.

Hope, Despair and Hope

I scoured the website...and finally reached the special services page here: http://www.jetairways.com/Cultures/en-US/Products+and+Services/Special+Services/Wheel+Chair+Assistance/
which says :

Wheel Chair Assistance
Handicapped and infirm passengers who require assistance during boarding, disembarking and evacuating the aircraft can make a special request while booking their flight. To avail of this facility the passenger has to inform our reservation staff at the time of reservations. Our Customer Service Staff at the airport will arrange for this assistance and an attendant with a wheelchair will assist them while boarding and alighting the flight.


Given that, I looked for a "customer service" number...Hey I found it here :

Jet Airways (India) Ltd,
SM Centre,
Andheri-Kurla Road,
Andheri (East),
Mumbai 400059 India

Phone: 022-28505080
Fax: 022-28501313

Office Hours:
Monday to Saturday - 0900 to 1730 hours.
(Closed on public holidays).
For any information or assistance that you may require before you travel, please contact our reservation offices.

That was a dead end since the office was closed, ah how inconvenient!

Then I found this : http://www.jetairways.com/Cultures/en-US/Products+and+Services/On+Ground+Services/24+Hr+Helpdesk/Default.htm . I called the [HelpDesk], talked to great people called Dakshika and Vinit - whoever you are - thank you! . They provided me the numbers above. Tried like 15 times to call the duty officer...finally got through.

I introduced myself and talked to the Duty officer at 4:43pm CST, USA ; informed about the situation. He was concerned why we are calling from Minneapolis and who informed us about the situation. Anyway, he assured us that he will take care of the matter.

Wait and See

Just got news that both reached Baroda safely. The Jet Airways staff finally relented when my parents asked for the staff-members name,id and supervisor's name in order to follow up and complain. This apparently motivated the staff to go get a wheelchair and assist them. So, eventually the story has a happy-ending but leaves a bad after-taste. The hassle and the tension was unwarranted and so not worth it! This lack of service in Jet Airways' so-called legendary service is unacceptable. This bad experience should not happen again. I hope this story will help potential Jet-airways customers to be wary of promises and be-aware that they need to fight for their rights; Jet-airways owes us an apology and I am going to send this letter to them in all possible ways until they do respond and promise to correct the situation so such a horrible experience is never, ever repeated. If Jet airways does not change its ways, I am sure the market will - I am actively looking for alternate airlines to service my and my family's flight needs in India.

Enter labels to add to this page:
Please wait 
Looking for a label? Just start typing.

Comments (4)

 

  1. Aug 07, 2007

    Anonymous says:

    I flew from Chennai to Malaysia on 6th August, we had bad experience with Check ...

    I flew from Chennai to Malaysia on 6th August, we had bad experience with Check in Counter SANGEETHA- Blady rude and most stupid women I have ever seen. The luggage we carried somewhat rather more than 32KG, previously when flying with MAS we can do Group Check in however it seems it is prohibited at Chennai. Instead of giving us a solution she was shrugging her head without giving solutions. She even shouted at us. We are their customer's , they should atleast be patient and explain instead of that she kept on saying "I don't know" You need to remove some of your things.. Later another Girl named Sannu told us to purchase a luggage and place all of excess into the bag, and we did that without making much noise.
    What we need is a Solution not shrugging head and shouting, She thinks she is a big hell of person seating in the chair. I HOPE JETAIRWAYS SHOULD SPEND SOME MONEY IN TRAINING PEOPLE WITH SOFT SKILLS AND HOW TO SPEAK TO A CUSTOMER, WE'RE NOT COUNTRY BRUTE , EDUCATED AND HOLDING RESPECTABLE STATUS, DON'T SAY THE PROBLEM BUT GIVE US A SOLUTION..
    I WILL CERTAINLY ENSURE AM NOT GOING TO FLY WITH JETAIRWAYS ANYMORE AND SAME TO MY OTHER RELATIVES. WE MET ANOTHER MALAYSIAN AND HAD A SAME ISSUE , THEY HAVE JUST LOST A CUSTOMER AND THEIR TRUST. I HAVE FLOW MANY TIMES WITH MAS BUT NEVER HAD ANY ISSUES AT ALL. ONLY JETAIRWAYS.. CUSTOMER SERVICE IS ZERO.
    I HOPE YOUR MANAGEMENT COULD SEND SANGEETHA FOR SOME SOFT SKILLS TRAINING BEFORE SHE ATTENDS TO THE CUSTOMER.

    FRUSTRATED CUSTOMER

    1. Aug 11, 2007

      Arun Batchu says:

      Hello Frustrated Customer, I sympathize with you too. Here is an email I got fro...

      Hello Frustrated Customer,
      I sympathize with you too. Here is an email I got from customerrelations@jetairways.com regarding the incident:

      Dear Mr Batchu,

      This has reference to your email dated july 30, 2006.

      We are concerned to note the contents of your communication with regards to the travel of Mr and Mrs Parikh on July 29, 2006
      from Mumbai to Baroda. The inconvenience caused to them is deeply regretted.

      The issue raised by you is being examined internally and we will certainly revert to you.

      May we request you to please bear with us in the interim.

      Sincerely,

      Reshma Ketkar
      Customer Relations

      1. Aug 11, 2007

        Arun Batchu says:

        On August 10th, 2006, we got this response - which was sincere and apologetic: ...

        On August 10th, 2006, we got this response - which was sincere and apologetic:

        Dear Mr. Batchu,

        This has reference to your email of July 30, 2006 and our interim response of August 1, 2006.

        We were indeed very concerned to note the contents of your email.

        At the outset, we deeply regret the inconvenience caused to you in accessing our Customer Service Executive at Mumbai Airport. It is certainly very surprising to note that our call centre staff members gave you incorrect telephone number ( 26156658) and extensions. The matter has been noted for corrective action to avoid recurrence.

        It is our constant endeavour to ensure that senior citizens travelling on our flights have a pleasant and comfortable travel. Wheel Chair assistance is provided whenever required. However for unwell senior citizens we prefer to get them examined by our Company doctors before they undertake travel in view of their safety and appropriate instructions to the cabin crew members.

        The experience of Mr and Mrs Parikh as communicated to us was indeed very disappointing and a matter of concern to us. An enquiry was conducted and I share with you our findings.

        Mrs Parikh informed our staff at the International terminal that Mr. Parikh has heart and lung problem and is suffering with bronchitis. He requires oxygen on a daily basis hence he should be given a wheel chair. The ailments informed required a check from our Company doctor before they undertook a travel to Vadodara and the same was informed to Mrs. Parikh. Unfortunately this upset her and was very unhappy about the entire process. Later on a wheelchair was provided to them and it was ensured that they were safe and had a hassle free travel to Vadodara.

        However, we fully agree with you that our staff should have been proactive to provide immediate wheel chair assistance. The matter has been taken up with the concerned staff members who have been cautioned and briefed to handle such instances in a better manner and with customer sensitivity.

        On behalf of Jet Airways, I sincerely apologise to you and your parents as well as your other family members for all the inconvenience and anxiety caused during this period.

        We will certainly bring this incident in our staff briefings and improve our services for senior citizens.

        Thank you once again for sharing your experience and views with us. I assure you that we certainly view such feedback with seriousness it deserves and take corrective action to improve the services in our operational areas. Jet Airways is committed to provide professional and reliable services to our passengers. We hope you will give us future opportunities to restore your full confidence in our services.

        It is our privilege welcoming you on board our flights and we look forward to your continued support and patronage of Jet Airways.

        Sincerely,

        Vijay Sethi
        General Manager

        Service Quality & Client Communications.

      2. Jan 21, 2010

        Anonymous says:

        Dear Mr. Arun, One of my workmen is stranded at the Mumbai Airport today (21st ...

        Dear Mr. Arun,

        One of my workmen is stranded at the Mumbai Airport today (21st Jan 2010. He has travelled from Kolkotta to Mumbai this morning and has to do further journey to Bahrain & finally to Saudi Arabia.

        I am based in Saudi Arabia. I got a call from my worker and the airlines staff at the Mumbai airport, stating that the Visa Sheet (additional Paper) of Saudi Arabia has been misplaced at the airport (Kolkotta or Mumbai)and a copy is needed at the Chatrapati Shivaji Airport by e-mail.

        The e-mail contact given to me is as under:

        bomcffintlapt@jetairways.com

        As i am not sure about the e-mail address, I have sent the scanned copy of the visa on the above mentioned ID as well as the following:

        bomcssintlapt@jetairways.com

        Can you confirm if the visa copy has been transmitted and received at Mumbai airport office???

        My worker (Edris Mistry) has his connecting flight to Bahrain this evening.

        Thanks in anticipation.

        I will apreciate a reply.

        Suraj Vohra
        Mobile # 00966 505 360 939

        v_surajvohra@yahoo.com

Add Comment