Customer Service at its best

Mon 30th May 2005, 1847 hrs

Well we have always heard of instances wherein non Indian (did not feel like using the term foreign) companies have gone out of their way to address customer complaints, and a typical reaction to that would have been "India mein toh koi aisa kabhi nahi karta!" (No one would have ever done this in India!)

I beg to differ. Had a bad flight experience with Jet Airways on a flight from Delhi to Pune. And they are supposedly the best airline amongst the Indian Domestic Carriers today. (Dont know abt the new airlines yet!) Sent them a stinker via email, never expecting a reply.

And reply they did! A point to point explanation of every complain or issue I raised. And very convincingly and also a replacement for the damaged baggage! Though the replacement is not important, what I appreciate is the pains taken in investigating the entire matter and sending such a detailed response.

From someone who said "I will never fly Jet again" they have surely won my confidence back in the airline! Well done Jet Airways!

A few excerpts from the looong response i received:

I am concerned to note the cold, abrupt and unresponsive manner in which
the concerned cabin crew handled your repeated request, as at Jet Airways, our crew members are trained to serve passengers in an efficient manner. The matter
has been brought to the attention of our Inflight Division and the
concerned cabin crew has been counselled to ensure that our passengers are
promptly attended to.

Once more I apologize on behalf of Jet Airways for the inconvenience you
had to go through.

Based on your feedback, our staff have been briefed at Delhi and Pune
Airports once again to facilitate our passengers and to be careful when
handling checked in baggage.

Mr.Agarwal, thank you once again for having taken the trouble to have
written. We look forward to your support and continued patronage of Jet
Airways and to welcoming you and Mrs.Meenakshi Agarwal on board soon.

Sincerely,


Vijay Sethi
General Manager
Service Quality & Client Communications

-S