Location/place: Mumbai
Name of company/service: Jet Airways
Sir,
I had on 26th December booked three return tickets for Mumbai – Udaipur sector on Jet website for departure on 10th February and return on 11th February. The first ticket got booked and eticket was generated for Ms. Bhavesha Goradia but when I tried to book the second ticket in the name of Sanjay J Zaveri, an amount of Rs. 8973/- got deducted from the bank account but no ticket was generated nor was the booking confirmed. Not realising that the ticket wasn’t confirmed, I booked another ticket in the name of Pradeep J Zaveri and the same problem occurred. An amount of Rs. 8973/- was again deducted from the bank account but the booking wasn’t neither confirmed nor was the eticket generated.
I called 1800225522 no and told the problem. I was told that there was some problem with the web site since last many days and many people had faced the same problem. When I told them that a total of Rs. 17946/- was deducted from my account and no ticket was generated, the lady on the other end quite rudely informed me that the amount would be refunded within 48 hours. When I told her that I wasn’t interested in refund but wanted the tickets as our program was fixed for those dates, I was told that the same wasn’t possible and nothing could be done for that. The only possibility was to get the refund.
Finally I booked tickets for the same sector for 3rd- 4th February. But the one ticket which was already booked had to be cancelled. I asked what help could be given by the Airlines as the problem was from their side. I was rudely told that for both date change and cancellation the amount per sector would be Rs. 1050/- thus I had to pay Rs. 2100/- if I either had to change the date or cancel the ticket.
I am penalised by Rs. 2100/- for no fault of mine other than booking the tickets online on Jet website over and above a total of Rs. 17946/- which was deducted from the bank account on Wednesday 26th December 2012 but no refund has been processed till date.
I wrote on 3rd January for them to refund my ticket amount without charging the cancellation charges so that I could make a fresh booking as on that day the tariff was Rs. 6700/- on their website
Again on 5th January I wrote to them that as per my talks to different people in the call centre, I was told that they would consider not charging fees for change in date and as a special case would issue a new ticket at the old fare.
When I called the call centre again after receiving email on 5th February, I was told that they would charge me fees for sector change @ Rs. 1050 instead of Rs. 2100/- and a special fare which was a bit higher than Rs. 7143/-that was paid by me.
I asked them to give me a hold PNR for the same but then the line got disconnected. I called the call centre again on 5th and 6th February and told of the same problem, I was told that Urvashi would help me to sort the problem, but when they transferred the call the hold time given was 10 minutes. After holding the line for more than 10 minutes, the hold cassette was still going on , thus I disconnected the line. Again on 8th February, I called up the call centre at 4.30 pm. The call was answered by Rahul who transferred to Jayuli. She gave me charges of Rs. 2100 for date changes and the change in fare which totaled to Rs. 12,838. This steep fare wasn’t acceptable by me as there was no fault from my end. There was a problem with the web site due to which we have all these problems.
I again requested to kindly consider waiving off the date change charges of Rs. 2100/- and provide the new ticket at the same fare for which I had received the eticket.
Their reply to this on 10th February was that they might consider waiving off the cancellation charges on current booking and I was advised making a fresh booking on the website.
Now the fare is 10321 which is a difference of Rs. 3621/- from the fare which was available previously. If they wanted me to do the booking on website and they considered waiving off the cancellation charges, then why was the same not conveyed to me earlier?
Since last 15 days I am calling Jet Airways customer care no. 1800225522 but my calls are transferred from one department (redemption, mileage, jet privilege etc) but none are helping me with solving the problem.
Why did they wait till 10th February to consider this? I am a working women who has been spending nearly two hours every day breaking my head with all the concerned and non concerned departments to solve my problem.
An amount of Rs. 5721/- is wrongly charged from me when the entire mess is from their end.
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