A few years back, when Jet airways started operations from Riyadh, Saudi Arabia, we, my friends and myself were happy, that now we could travel to Goa from Riyadh, with no change in airlines. But that was the only time we every flew by this Carrier. Frequent travelling was done earlier only with Jet, from Mumbai to Goa, and had not faced problems unless as has been pointed out on excess baggage. Saudi Airlines was more lenient on excess baggage.
My first travel to Goa by Jet Airways was ofcourse my last too. :) My travel was with 3 kg excess baggage for which I had to pay, cause the staff over there would not allow even one kg excess baggage, inspite of me having the privilaged card which was not honored, by saying it should be silver card. My neighbor on flight when asked told me that he had 10 kg excess baggage waived. which was not good news to hear. Hence decided to complain, and I did. I had sent a written complaint in this regards, and then one fine day I got a call at my home number, and this lady who spoke to me was asking who was the person sitting next to me, funny, they have sitting information of customers, and here she is asking me. Finally when after long talk when I told her, I would never again travel in Jet airways, she gave me a fine response, YOUR WISH. :) Great customer service. Since than me and my friends have been traveling by Qatar Airways. So far not encountered any problems, but thanks for the name provided of Akbar al Baker. May come handy sometime. :) Jerry Fernandes. Message: 3 Date: Tue, 19 Nov 2013 12:48:46 -0500 From: "roland.francis" <[email protected]> To: "Goa's premiere mailing list, estb. 1994!" <[email protected]> Subject: Re: [Goanet] Experience at Jet Airways Message-ID: <[email protected]> Content-Type: text/plain; charset=utf-8 Floriano, this is unbeleivable although I know you wouldn't be lying about it. Akbar Al-Baker who as civil aviation minister founded and nutured the airline and has been CEO from the start is a total fanatic about customer service. I know him well and became an acquaintance from the days he owned a small outfit called MotherCare in Doha.? He is known to travel incognito on QA which being an unassuming and slightly built man is easy to do and the flight staff used to tremble lest he saw them commit even the slightest customer boo boo if they "outed" him. If he hears of your incident, it is instant dismissal of the stewardess concerned and if your wife was sufficiently insulted to want to email this and accept the fate of the offending staff, I assure you that is what will happen. Roland. Sent from Samsung Mobile -------- Original message -------- From: floriano lobo <[email protected]> Date: 19-11-2013 9:37 AM (GMT-05:00) To: "Goa's premiere mailing list, estb. 1994!" <[email protected]> Subject: Re: [Goanet] Experience at Jet Airways As far as the? customer service in flight goes, My wife travelled Qatar Airways to and from? Dabolim (GOA) -Vienna (Austria) -Goa. A request to the Air hostess by my wife to help her with her hand-bag to place in the cabin overhead storage rack above her seat got a promt reponse. "That is not my duty" Therefore, we must have it defined what is the duty of the cabin crew when it comes to senior citizens. Cheers floriano goasuraj 9890470896 www.goasu-raj.org [email protected] ----- Original Message ----- From: "J. Colaco < jc>" <[email protected]> To: "Jim Fernandes" <[email protected]>; "Goa's premiere mailing list, estb. 1994!" <[email protected]> Cc: <[email protected]>; <[email protected]>; <[email protected]> Sent: Tuesday, November 19, 2013 6:39 PM Subject: Re: [Goanet] Experience at Jet Airways > 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
