Monday, January 28, 2008

Jet Airways makes a good comeback

Hi folks,

We reached back safe and sound and spent an enjoyable and hectic weekend with DD. More importantly, if you read my rant to Jet Airways, you'll be keen to know how the flight went.

I wasn't very happy with their response which I've re-produced below for you to read at your leisure. The main reason for that was their stance that they do provide a safety seat belt for infants and that the onus was on me to have requested it. Which is rubbish. Surely safety should not be discretionary? The crew don't advise passengers that an extension seat belt is available so there is not much chance that a passenger will request it.

Upset with the above, I called the lady that I'd been in touch with and let her know that this was unacceptable. I asked for compensation or at the very least an upgrade on the return flight. I'm pleased to say that because they don't have bassinets in their business class, they upgraded my mom instead.

From the time we got to the check in desk till the time we were seated, we had someone hovering around us ensuring we were comfortable. I'd asked for two lounge passes, which they also gave us. There was someone around to help me with the pram and the numerous bags you tend to have with a kid around. We didn't have to queue at immigration, security or while boarding the plane. Our hand baggage was carried for us right till our seats. We were treated like royalty and even though I was slightly embarrased at all this attention, I got over that quickly. I also noticed another lady with two kids being helped in a similar fashion. I don't know whether she had complained as well, but it was good to see that other parents were being helped as well.

I've always maintained that it's the way you deal with complaints as an organisation that determines whether you will gain or lose the customer. I'm pleased to say that in our case we will definitely give them another chance before deciding. The only hesitation in my mind remains because I'm not sure what the experience would have been had I not complained.

And now I can stop my online campaign to de-fame them. After all I need to go back and work on my resume. Enough vela panti :).


Dear Mrs ,

This has reference to your letter of January 4, 2008 addressed to our Chairman Mr. Naresh Goyal. I am responding to you on his behalf.

At the outset, I thank you for choosing Jet Airways services and giving us the opportunity to be of service to you. However, I am sorry to learn from your letter that you were disappointed with our services while travelling on flight 9w 017 from Singapore to Delhi on December 5, 2007.

Till December 9th 2007, we operated a Boeing 737-800 series aircraft on the Singapore-Delhi-Singapore sector. This aircraft does not have a provision for extending a bassinet facility. Since all airlines have limited bassinet facility on aircraft, it is always provided on first come first served basis and the confirmation is given against a request made through the booking.

Since the Travel Agent in Singapore who made your booking did not indicate your requirement for a bassinet through the booking and since the booking was received directly from the Travel Agent’s system, the information about the non-availability of bassinets could not be communicated from our end. You may wish to take up this matter with the Travel Agent.

Our enquiry with regard to the front seat allocation indicates that seats on the 10th row were pre-booked for other passengers which included our Jet Privilege frequent flyer members and a family travelling with an infant. However, the family with infant did not report for the flight and hence at the end of the counter closure, we could comply with your seat request. I am sorry to note that you had to wait till such time and could not avail of the priority service during boarding.

However, it certainly disappoints me to note that you did not receive the expected assistance on board the flight. It has always been and will always be our endeavour to extend all possible assistance to parents travelling with infants. Hence, the matter has been taken up with the concerned crew members who have been counselled and cautioned to render more sensitive and responsive service to passengers.

Regarding the extension belts, may I share with you that they are provided to passengers on request. Though as per the aviation authorities it is not mandatory to ensure an extension belt for an infant, as an abundant precaution parents may choose to avail of the same. Nevertheless, we will review the process from a customer sensitivity angle.

At this point I am pleased to inform you that we have upgraded the aircraft operating on the Delhi-Singapore-Delhi route from a Boeing 737 800 to an Airbus 330, effective 10th December 2007. Therefore, we are now able to offer bassinet services on the flight. However as mentioned earlier the facility requires advance booking and is provided on a first come first come basis since the number provided is restricted.

We have booked a bassinet seat for you on flight 9w 018 from Delhi to Singapore on December 25, 2008 and will assure you that you receive all possible assistance from our staff during the travel.

Mrs. , we have taken your feedback in a positive spirit and I assure you that the matter has been taken up internally to fine tune the services further. However, I regret our inability to offer you any compensation as has been suggested.

At Jet Airways, we aim at providing a reliable service that would enable our passengers experience comfort and pleasant travelling at all times. Support from our passengers has always been very valuable and has assisted us in the process of enhancing our service standards. Thank you once again for sharing your experience and views with us.

We look forward to your continued support and patronage of Jet Airways.


Wolfgang Prock-Schauer
Chief Executive Officer


Swati said...

Good. I am glad that you complained and got it done. Word of mouth is surely powerful and with so many options now , these airlines should maintain some standards.

Any ways ..I hope you have such royal experiences with Jet in future also and the experience was just not just to stop you from vella panti ;-)

Just Like That said...

Good for you!
Read thru your previous post too. The least any of the flight attenders could have done is offer to hold Squiggles at least while she was sleeping so you could get some relief. Bad Bad Jet!

choxbox said...

yup unless you make a noise folks wont know.

choxbox said...

tagged btw.

Parul said...

Well done, SM!! That's the way, I say...getting CEO to heel and all that!

I am tagging you.

shomee said...

Jet is so unpardonable. I still have 15 days to fly and I am still trying to followup on my basinet. I have a codeshare with Qantas flight from Syd. None of them is ready to take booking for basinet, saying that you ll know at last day only. Qantas doesnt hv access to change my booking as jet has booked it. Ans jet always says i hv to call Qantas. Where do i go?