31.12.2011

Dear Sir

Attached please find the chain of email between me and the Guest relations officer of Jet Airways. Unfortunatelly I am just being delayed for no reason and the matter is being taken very lightly - as I have mentioned I am suffering from high pressure and due to this incident I had my pressure go high even though I am having medication and since then have been having to take regular checks with my doctor, I would like to see justice done as I feel I was unwantedly subject to harrassement and mental pressure and most of all treated in a degraded manner.

Regards
Latifi H.M.
Business Development Manager
GULF BUREAU For Research & Economic Consultations
501/502 - Rubaiyat Bldg., Olaya Road, P.O. Box 92658, Riyadh – 11663, Saudi Arabia.
Tel +9661 4655370
Fax +9661 4631045
Mobile +966 543819068
Email latifihm@gulf-bureau.com


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From: guestrelations@jetairways.com [mailto:guestrelations@jetairways.com]
Sent: Wednesday, December 28, 2011 4:40 PM
To: latifihm@gulf-bureau.com
Subject: Your Experience With Jet Airways


Our Ref No: BOM/CQI/AI/191211/7586002

28 December 2011

Mr Hasan Mohsin Latifi

E-mail-latifihm@gulf-bureau.com

Dear Mr Latifi,

Thank you for your e-mail dated 20th December, 2011.

Our investigations are taking more time than anticipated and will get back to you at the earliest.

Thank you for communicating with us.


Yours Sincerely,


Areesh M. Irani
Guest Relations
"Right On Time Everytime"





This message is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged information. If you have received this message in error, please notify the sender immediately and delete this message from your system. Reasonable precautions have been taken to ensure that this message is virus-free. However, Jet Airways (India) Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. Jet Airways | Book Flight Tickets,Hotels Online on this Airline Website for India & International



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From: latifihm [mailto:latifihm@gulf-bureau.com]
Sent: Wednesday, December 28, 2011 11:17 AM
To: 'latifihm'; 'Guest Relations'; 'info@jetairways.com'
Cc: 'Yourcomments@csia.gvk.com'; 'vaidya@advantageconsumer.com'; 'ficci@ficci.com'; 'mzrehman@yahoo.co.uk'
Subject: RE: Reference no. BOM/CQI/191211/7586002
Importance: High

December 28, 2011

Areesh Irani
Guest Relations
Jet Airways (India) Limited / Jet Lite (India) Limited
Dear Mr. Irani

I am most disappointed that today being the 28th of December, and I am still awaiting your response to my earlier mail.

In your first mail send to me you have clearly mentioned that “You shall certainly hear from us latest by December 28, 2011”, I am surprised that your airlines is not bothered to listen to the grievances of its passengers.

I hope that my mail receives a prompt and early reply failing which I would be forced to take other actions.

Regards

Latifi H.M.
Business Development Manager
GULF BUREAU For Research & Economic Consultations
501/502 - Rubaiyat Bldg., Olaya Road, P.O. Box 92658, Riyadh – 11663, Saudi Arabia.
Tel +9661 4655370
Fax +9661 4631045
Mobile +966 543819068
Email latifihm@gulf-bureau.com


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From: latifihm [mailto:latifihm@gulf-bureau.com]
Sent: Sunday, December 25, 2011 9:38 PM
To: 'Guest Relations'; 'info@jetairways.com'
Cc: 'Yourcomments@csia.gvk.com'; 'vaidya@advantageconsumer.com'; 'ficci@ficci.com'
Subject: RE: Reference no. BOM/CQI/191211/7586002

December 25, 2011

Areesh Irani
Guest Relations
Jet Airways (India) Limited / Jet Lite (India) Limited
Dear Mr. Irani

Await your response to my email.

Regards

Latifi H.M.
Business Development Manager
GULF BUREAU For Research & Economic Consultations
501/502 - Rubaiyat Bldg., Olaya Road, P.O. Box 92658, Riyadh – 11663, Saudi Arabia.
Tel +9661 4655370
Fax +9661 4631045
Mobile +966 543819068
Email latifihm@gulf-bureau.com



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From: latifihm [mailto:latifihm@gulf-bureau.com]
Sent: Tuesday, December 20, 2011 8:06 PM
To: 'Guest Relations'; 'info@jetairways.com'
Cc: 'Yourcomments@csia.gvk.com'; 'vaidya@advantageconsumer.com'; 'ficci@ficci.com'
Subject: Reference no. BOM/CQI/191211/7586002
Importance: High

Tuesday, December 20, 2011

Areesh Irani
Guest Relations
Jet Airways (India) Limited / Jet Lite (India) Limited
Dear Mr. Irani
Thank you for your quick response, Jet Airways is credited, among the better carriers when it comes to customer service. It continues to serve good meals. And by all outward appearances, it addresses customer grievances quickly and largely to their satisfaction.
As stated earlier I would like to make it clear that I was subjected to unwanted trouble and loss of time and money all because of a single persons EGO problems.
Jet Airways flight 9W 524 on 18th Dec 2011 was to leave from Mumbai at 19.15 hrs. I checked in well in advance before my flight was to depart. The lady at the JA desk asked me, about my luggage, and I told her that I only had one baggage to be checked in - other than that I only hand in my hand a hand pouch for carrying travel documents – which I showed her (for this she did not give me any hand tag)

After that I immediately went in for Immigration and then proceeded for Security Check and was also cleared by the Security(here too no one asked me to put any tag on my Hand pouch), I went to Gate No 13 (that was the boarding gate) and as there was no space to seat there I went up for a restroom break and snack. As I am a heart patient and am taking medication due to that and the fatigue I dozed off (I was seating at the table just opposite to the snacks stall next to Gate 11 /12 / 13) but got awake when I heard the last and final call for the flight being announced, I immediately got up and rushed down to Gate 13. After I said I was Riyadh passenger I was SCREAMED upon by the Boarding Staff (who showed me his badge and said his name was NEIL) saying all nonsense stuff (he took me to be one of the Labor types) this behavior of his annoyed me and I simply asked him not to shout, at this he got up and waved the bus away saying flight is closed at which I asked him that how could he do this at this he said that he was not bound to me and that I was a NO SHOW PASSENGER – at this I strongly protested and all this tension and frustration caused my blood pressure to increase (as I am a Heart Patient). I requested the other personnel’s there who agreed that I could board the flight but for the adamant - Mr. Neil – I could well have boarded the flight – then also there was this security guard who for no reason objected to my Hand pouch (it was not having a Bag tag) and then I was made to wait for 2 whole hours to get my bag back.
Here however I would like to mention that the lady manager (who issued me my ticket without making it a No Show Passenger) was very cooperative and great help (in fact Jet Airways needs more of such ladies rather than the HORRID – NEIL)
I am still furious with the way I was treated. This was a horrible experience and I hope it doesn't happen to others. I'm doubtful that I will trust JET AIRWAYS to be in charge of my flight again, nor recommend the same to anyone ever if this is the type of treatment given.
I should get compensated for my horrible experience – loss of time and money & mostly the ordeal.

Regards

Latifi H.M.
Business Development Manager
GULF BUREAU For Research & Economic Consultations
501/502 - Rubaiyat Bldg., Olaya Road, P.O. Box 92658, Riyadh – 11663, Saudi Arabia.
Tel +9661 4655370
Fax +9661 4631045
Mobile +966 543819068
Email latifihm@gulf-bureau.com




c.c. Nikos K Kardassis
President/CEO
Jet Airways - Mumbai,
S M Centre, Andheri Kurla Road, Andheri (E),
Mumbai 400 059
Tel: +91 (0)22 4019 1630
Fax: +91 (0)22 2859 5130


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From: Guest Relations [mailto:guestrelations@jetairways.com]
Sent: Monday, December 19, 2011 2:52 PM
To: latifihm@gulf-bureau.com
Subject: Comment received in Feedback No : 3623 for Courtesy and helpfulness of airline staff


Dear Mr Latifi

Thank you for your communication of date.

It is our endeavour to respond to you satisfactorily and hence your communication is receiving our complete attention. You shall certainly hear from us latest by December 28, 2011.

Your communication has been recorded under reference no. BOM/CQI/191211/7586002 which can be quoted for all future correspondence on this issue.

Thank you for your understanding in the interim.

Yours Sincerely

Areesh Irani
Guest Relations
Jet Airways (India) Limited / Jet Lite (India) Limited

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----- Original Message -----
From: Yourcomments
Sent: 12/19/2011 01:19 PM ZE5B
To: anita.lewis@gvk.com; frank.mccrorie@gvk.com; vikram.sethi@csia.gvk.com; Ritesh.Sharma@csia.gvk.com; Harjinder Bhasin
Subject: Comment received in Feedback No : 3623 for Courtesy and helpfulness of airline staff
Notification No 2136 CCC No Feedback No 3623

Passenger Details

First Name HASAN MOHSIN Address 702 SIDDHANTH C.H.S , MIRA BHAYANDER ROAD, THANE 401107
Last Name LATIFI Address Type Residence
Company GULF BUREAU FOR RESEARCH & ECONOMIC DEVELOPMENT City Mumbai
Telephone No 7208845578 State Maharashtra
Fax No 9664631045 Country INDIA
Email latifihm@gulf-bureau.com
Pincode 401107

Journey Details

Airport Terminal 1B Flight No 9W526
Airline Jet Airways Flight From MUMBAI
Date Of Journey 19/12/2011 Flight To OTHER

Feedback

Service Courtesy and helpfulness of airline staff Rating Remark

Passenger Comments

MOST POOR SERVICE - GROUND STAFF - ESPECIALLY "NEIL" WHO TAKES CARE OF BOARDING THE PAX IS MOST UN-PROFESSIONAL & RUDE IN BEHVIOUR - IT IS DUE TO HIS FAULT FOR WHICH I WAS NOT ALLOWED TO TRAVEL LAST NIGHT AND HAVE HAD LOST PRESIOUS TIME & MONEY FOR WHICH I WOULD WANT JETAIR TO COMPENSATE ME OR I WILL HAVE NO CHOICE BUT TO GO TO THE CONSUMER COURT