My name is Kishankumar Bhudia. I am writing to complain about the terrible customer service I received whilst rescheduling my domestic flight from Delhi to Bhuj on the 4th of August. My reference PNR is - RMHEXW.
I rang JET airways on 3rd of August in the afternoon at around 2.00 pm local time whilst I was in Jaipur city. I had originally planned to return to Delhi on the 3rd August but due to heavy rain I was unable to do so, and so I decided to ring your customer service desk to reschedule the flight to the 5th August.
I explained the situation to the supervisor, Komal, and asked her to reschedule my flight but to my surprise she did not have any clue on how to reschedule the flight. I did not mind paying the rescheduling fee however I was shocked to hear that your operators could not change my flight date because I paid in British Sterling Pounds for the flight. I was repetitively told that I have to go the airport as your software cannot allow the change because I paid in pounds. As I could not go the airport either, I offered to use my credit card and pay the rescheduling fee in rupees but was repeatedly told they cannot process the payment, although if I cancelled the flight, the payment can be processed. I asked if I can speak to the manager, but Komal denied my request. I also asked if there is someone I could speak to who had the authorisation but was also denied. I have not experienced this sort of response from any airline since I started commuting for business and social purposes.
This is highly unacceptable as I was not expecting this to be an issue especially from a multinational airliner. I have gone through your terms and conditions and also went through the process of booking a flight through the website again. There is no indication that paying for the flights in different currency other than rupees will be a problem or that one will have to go to the airport if the flight needs to be rescheduled.
I was given the most inappropriate solution to go to the airport in Delhi, whilst I was in Jaipur , to change a domestic flight. I did not expect to go to so much trouble just to change domestic flight. I rang the call centre around 5 or 6 times, and every single time I was told to go to the airport until I rang again and spoke to Pankaj, he assured me that this was possible to do it over the system as an exception or so. I was relieved that he can change the flights but at the same time annoyed and frustrated that he could because when I spoke to previous supervisor all of them said go to the airport. I spoke to Pankaj in the evening at around 9:00 or 10:00 pm India time and since 2:00 pm I was trying to change a domestic flight. I spent all afternoon just worrying and trying to find a solution to reschedule the ticket.
I called the customer service desk repetitively and spoke to different operators, the operators gave different opinions and none provided a clear defined solution on what I should do I was unable to get to an airport. Your operators kept cutting the phone whilst I was placed on hold and at one point I was placed on hold for more than an hour and not answered at all. Jet airways mentions this in the website.
"Jet Airways will achieve this pre-eminent position by offering a high quality of service and reliable, comfortable and efficient operations.
Jet Airways will be an airline which is going to upgrade the concept of domestic airline travel - be a world class domestic airline."
Jet Airways has clearly failed to provide high quality service by not having the necessary software and appropriate personnel to solve the problem when the customer needs the most. When I booked the domestic flight in UK I was not given the option to pay in rupees for the domestic flight in India, if Jet doesn't have the software to change the tickets when bought in pounds then the airline should not sell the tickets in different currency other than rupees for the domestic flights. Komal also confirmed that Jet airways were aware of this issue and did not provide a solution and the system can not allow to reschedule the flight because I paid in different currency.