JET AIRWAYS Reviews & Complaints

Posted On: 11/09/2016
Reported By: Raul Peres

Contact information: JET AIRWAYS

VERNA

I booked a flight ticket for 5 persons including my mother in law, me and my children from Goa to London Heathrow on 20/09/2016, and paid for the same using Net Banking, (PNR: LNSXTH)
Initially the airline insisted that they had not received the payment even though the same was already debited to my bank account. On enquiry with my bank, i got the exact details of the account where the money was transferred and it was seen that it was an account of payment partner of Jet Airways, i.e Citrus Payments ltd. It was only after i gave them all the details that they admitted receiving the payment and initiated a refund.
On getting the refund, i rebooked the same tickets (PNR: HOMJDX). Due to my stress i mistakenly wrongly entered my son’s name as EMMANUEL RAUL CAETANO RODRIGUES instead of EMMANUEL RAUL CAETANO PERES. As soon as the ticket was printed and i realised my mistake, i called the helpline number of the Airline and informed them of the same and asked that the same be rectified. I was informed by the Airline employee to do the same online on the website www.jetairways.com….. Manage booking….online name correction, and the same would be done within 72 hours.
i followed the procedure and received an email that my request would be processed and replied to in 72 hours. Having not got any reply in 4 days, i called up the helpline and was informed by the Airline employee to send an email to “[email protected]”. After doing so and still not getting a reply, i phoned the helpline again on the 8th day and was assured that my matter would be looked into within 24 hours. A few hours later, i received an email that my request cannot be considered as the same amounts to NAME CHANGE and not NAME CORRECTION.
on calling the helpline again, after being on the line for 1 hour requesting and pleading for the same since there was only just about a week left for travel, i was told that the only option was to cancel the booking and re-book the concerned passenger ticket.
However, since my son is a minor child of only 3 years, i was forced to cancel my own booking too since the airline does not issue ticket for minor passenger unless accompanied by an adult. As a result, i ended up losing an amount of above 17000 as cancellation and other charges. There is a provision that one can cancel or change a booking for free within 24 hours of booking the ticket. In this case I WAS PURPOSELY MISGUIDED AND GIVEN FALSE ASSURANCE THAT MY REQUEST WOULD BE SORTED OUT. THIS WAS DONE INTENTIONALLY SO THAT I DO NOT AVAIL THE CANCELLATION WITHIN THE FREE PERIOD OF FIRST 24 HOURS.
I WAS SUBJECT TO A LOT OF STRESS AND FINANCIAL LOSS AS A RESULT OF THE WRONG PROCEDURES AND MISGUIDANCE BY THE AIRLINE EMPLOYEES.
I SHOULD BE ADEQUATELY COMPENSATED FOR THE FINANCIAL LOSS AND STRESS BURDEN.