On 23rd of January 2010
The passengers, for 2 days and even 1 day earlier to their departure had called to re confirm their tickets at your specified enquiry numbers, but the automated responses directed saying “The tickets have been confirmed and there is no need to reconfirm your tickets”. Now this is considered as seriously misguiding customers who put in effort to reconfirm and obtain information regarding their flights.
On 24th January 2010
Both passengers i.e., Ms.Thara Castelino and Mr. Deepak Anand were to travel from Bangalore to Chennai and then board an US bound Qatar Airways Flight departing from Chennai at 4:30 am on 25th of January 2010.
The cancellation of your Jet Airways flight was brought to our notice only after we reached the Bangalore International Airport at 8:00pm on 24th of January 2010. There was no notice, message or any sort of communication from your staff or personnel from Jet Airways informing us about the cancellation or any other arrangements that were to be made for the passengers travelling by the cancelled Jet Airways flight.
Upon attempting to approach the Jet Airways staff at the airport, they were totally reluctant to provide any further information or any suggestions to the given situation. They were looking at wiping their hands clean of the situation, instead of accepting the fact that they had not made any efforts to reach us to inform us of the cancellation, they constantly maintained that it was our fault in total that this took place. I am surprised and sad to even have experienced this attitude from a premier airline such as yours and after flying with the same airline for so many years now. If this is the customer satisfaction that your airline has to offer, it is with utmost regret that I want to call this a pathetic way of handling this kind of a situation where we as customers are put into.
We had no option but to help ourselves with what we could and incur heavy expenses and time for reaching the 2 passengers to the Chennai airport the same day, failing which both would have to face severe consequences at their work places and with their academic schedule.
The receipts of the above expenses too are attached in the mail for your reference. This includes the charges in full that were paid to ensure that the passengers were reached on time to board their international flight to the US.