On 18 November 2013 19:57, Jim Fernandes <[email protected]> wrote: Most developed nations have customer service that goes well beyond their call of duty to provide their customers a better experience. But in India, there is no such thing as a customer service. In India, its all about How-Quickly-Can-I-Make-My-Money or How-Much-Bonus-Can-I-Make.
A case in point, is my recent experience with Jet Airways in India. In order to simplify purchasing my airline ticket on a website, I purchased one ticket from JFK to BOM on Virgin Atlantic and a second ticket from BOM to GOI on Jet Airways. Both tickets were purchased using my US issued credit card. I did not realize that because I purchased two different tickets, my baggage (2 pieces of 50 pounds each) would not qualify for the same weight limits on Jet Airways. This is unbelievable! First of all, they charged close to $200 for a round trip flight between BOM and GOI - a mere 50 minute flight each way COMMENTS: 1: The frustration of unplanned surprises having been acknowledged, the above letter is rather strange - coming from one who travels. 2: Without commenting on whether India can be classified as a 'developed nation' or not (whatever that means), Is this a matter for Jet Airways customer service? Is Jim trying to say that the young lady at Jet Airways could change what surely came from the Jet Airways' Board? 3: Not very sure WHY Jet Airways' Customer Service is being slammed for implementing baggage rules which appear to be pretty standard in India.e.g. http://www.jetairways.com/en/us/baggage/freebaggageallowances.aspx ; http://www.airindia.com/checked-baggage-allowances.htm 4: A note on Jet Airways site: "With effect from October 1, 2011, if separate tickets are issued for routes within India with international connections, the baggage allowance shown on the domestic ticket will apply to routes within India on Jet Airways and JetKonnect flights." In general, IF one wishes to avail of the benefits related to flight delays, cancellations, missing of connections etc, It is best that ALL segments of the journey are booked on ONE ticket.( I realise that it is not possible to book directly from JFK to GOI.) . Additionally, wrt Goa, unless the flight (as in Qatar Airways, Air India etc) is a direct International to Goa flight, all baggage must be claimed and cleared by customs at the first Indian airport. On a personal note, whenever we travel, we check all these matters on the websites of airlines. Almost invariably, the information is listed quite clearly. Airlines change their policies from time to time based on their business needs, and to be fair - they have been giving ample notices about these changes. wrt "cost of the short flight" - here is an example. A Houston to Toronto rtn ticket. Normally around $500 was quoted for $2000 for a particular day of travel last week. Anyway... jc
