I wish to tell about one of the most painful exprience we have had at airport on 16th Oct.
We (self, wife, kid) were booked in the Jet Airways Flight from London to Mumbai yesterday at 930 am. We planned to reach airport around 2-3 hours before departure, however due to an accident on the road we could reach Check-in desk only 50 mins before. The person at the Jet Airways desk said that we are late and they wouldn’t allow us to board the plane as they thought we will not be able to make to Boarding. She said we should try with ticketing desk if we can get morning or next day flight. The ticketing desk persoon said that we could check Standby seats for evening flight.
We came back for evening flight 4 hours before departure. The duty manager said that he can let us board if there are seats available at 8.30 but we need to sort out ticketing. The ticketing person said we need to pay £250 per ticket (about 70% of the entire return ticket cost). We kept pleading about our desperate situation and that we were stranded at the airport for entire day with kid. Later at 8.30 the duty manager confirmed that he has 6 seats available but he will not let us board unless we pay £250 each. He said Jet airways would rather fly with the seats empty, rather than let us board even though we had a fully paid ticket.
I appreciate Jet Airways policies and rules and stuff. Every business has them. But it would really help their business if they can think a bit about the customer and at least try to help them where you can.
We are so disturbed by this experience that we have decided to cancel our tickets and never fly Jet Airways again.
Good luck with their business.
(My Ratings are based on combination of this and past experience)
Regards,
yogesh