ComplaintsHub.co.uk » Cars & Transport » Review / complaint: Jet Airways - Jet airways - award winning harassment services | News #16076

Jet Airways
Jet airways - award winning harassment services

This is to register a strong complaint against Jet Airways India Limited who have their offices at 188 Hammersmith Road London W6 7DJ.

My wife Mallika Srivastava and 2.5 yr old son, Saarth Anand were traveling by this flight to London Heathrow. The flight 9W122 was delayed by 2 hours from its origin at Delhi.

The following are the incidents that point to the gross negligence to passengers on part of the airline.

1. After take off at Delhi, when my wife asked for a child meal earlier than the others because the flight left late, she was refused the same.

2. Because of snow at London Heathrow, the flight was diverted to Brussels airport and landed on 18th Dec at 8 pm CET. The passengers were de-planed and abandoned at the airport.

3. There was no Jet Airways official in constant touch with the passengers to provide further information and the passengers were left to fend for themselves till midnight. No food vouchers were given, no water was provided, no blankets were given. There was no communication on part of the airline regarding options available to the passengers for onward travel or alternate travel arrangements.

4. No hotel arrangements were made for the passengers in spite of the delay going into Sunday 19th December. The passengers were provided food, water and blankets/beds by the Red Cross who the Brussels airport authority arranged. The airline officials were nowhere to be seen during this.

When the official came, there was a single person who simply listened to everyone and went away to not return.

5. The delay ran into the second night and yet there was no hotel accommodation provided. Other airlines like Virgin Atlantic, Kingfisher Airways who also had diverted their aircraft to Brussels were able to make transit visa arrangements and get passengers to hotels but Jet Airways did not even bother.

6. When my wife queried about alternate travel arrangements e.g. Eurostar to London, she was told that the airline has not arranged for a transit visa and this will take at least 4 hrs. There was no further update provided by Jet Airways after that.

7. After spending the second night at the Brussels airport, the passengers were informed to be ready for boarding the flight at 430 am as the flight was scheduled at 610 am. The passengers were boarded but the flight never took off.

8. The plane was not de-iced and the passengers were made to wait inside the aircraft for 6 hours and only fruit juice/water was provided to them during this period. No breakfast was served in spite of the boarding taking place early morning.

During the course of the events described above, the Jet Airways customer service number was having wait times of more than 30 minutes and there were no updates provided on the website at all regarding the 9W122 flight.

Twitter queries sent to http://www.twitter.com/jetairways were not responded to as well.

I would like to register a strong complaint on the above basis on behalf of my wife and son as they have been made to suffer for no fault of theirs. It is the responsibility of the airline to adhere to Regulation 261/04 in the event of long delays or cancellations and none of the rules were followed by Jet Airways. They have clearly flouted every rule in the book. I am told that this is the same case with another Jet Airways flight 9W118 flying from BOM-LHR which was also diverted to Brussels.

I would request that Jet Airways be stripped of its licence to fly aircraft in Europe until they make efforts to adhere to European regulations and stop harassing passengers in the name of customer service.

The plane has subsequently departed at 1310 CET, landed at 1310 BST but passengers have come out only at 5 pm without luggage because the luggage has been misplaced at Brussels!!

Luggage is still awaited and it is 5 days now.. I and my family will never fly Jet Airways again and will advise my friends not to do so too.


Company: Jet Airways

Country: United Kingdom   Region: United Kingdom

Category: Cars & Transport

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