Wednesday, May 02, 2018

Jet Airways pays a premium for bungling booking

Most of us don’t notice the finer details while booking tickets online. And if you have a privilege membership, you take good service for granted. As did Koramangala resident Bhairav Shanth. A frequent traveller, Shanth has a privilege card from Jet Airways and uses the airline for most of his business travel. Yet, it took him close to three years to bring Jet to books for messing up his tickets.
On October 6, 2015, Shanth had used the Jet app to book severeal premiere class tickets. The first was for him to fly from Dubai to Mumbai and from Mumbai to Colombo, for which he was charged AED 1694 (Rs 30,194). A second ticket was for another person, meant to travel from Delhi to Dubai and back a few days later. For this, he was charged Rs 55, 261. Both prices were premiere prices when the tickets were bought.
Upon receiving the e-tickets, Shanth noticed that he had been issued economy class tickets. He called the airline’s call centre in Dubai and was assured that it was a mistake that would be rectified the next morning. But when he called back, he was told that the reservation personnel had categorically stated that he had booked economy class tickets.
Calls, emails, and even a letter to guest relations yielded no result. Shanth was forced to take the issue to the Bangalore Urban II Additional District Consumer Disputes Redressal Forum on March 9, 2016. The counsel for the airline tried to argue that the screenshots Shanth furnished were fabricated. However, the consumer forum found adequate evidence of Jet Airways’ deficiency in service. The airline had indeed collected money for booking premiere class tickets but issued economy seats, found the forum.
Jet Airways has been ordered to refund Rs 17,091 to Bhairav Shanth and pay Rs 10,000 towards litigation expenses within a month.
02/05/18 Gururaj BR/Bangalore Mirror