163679718 Jet Airways Customer Service Plan

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Customer Service Plan | August 2013

 

Baggage Delivery Jet Airways makes every effort to ensure our guests and their bags travel on the  same flight. However under some circumstances if your checked bags do not arriv e on your flight, reasonable efforts will be made to ensure that the bag is retu rned to you within 24 hours. Since we cannot guarantee the delivery of baggage c arried by another airline, our goal to return bags within 24 hours applies only when we are the carrier taking you to your final destination. Returning your bag s may take longer on international flights due to flight duration, frequency of flights, or Customs & Immigration procedures at the destination airport. Jet Air ways attempts to contact those guests whose unclaimed checked baggage contains t heir contact information. Once a delayed or misrouted bag is located, a delivery  company will return the bag to your local address at our expense. Listed below are some circumstances that may inhibit our ability to return your bags within 2 4 hours. No local numbers areas provided You are offshore located at a r emote location or name/address/phone an `unreachable' address such a cruise ship, oil rig, etc. You changed your delivery address, but did not notify us We have limited fl ight schedules to your destination Operational circumstances prevent Jet Airways  from being able to locate or deliver your bags within this timeframe A record o f your delayed baggage report is available on the website and includes the conta ct information and delivery address you provided when you filed your report. Jet  Airways will compensate passengers for reasonable and necessary expenses stemmi ng from delays in baggage delivery, to the extent required by applicable interna tional agreements. In the event your bag is lost, Jet Airways will reimburse any  fee you paid us to carry that bag. Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Lowest Fare Availability Guests calling our reservations office or visiting our airline ticket offices or  ticket counters will be offered the lowest available published / retail fare, e xclusive of Internet only or contracted fares, when specific dates and times are  provided. If you do not provide specific information about your travel requirem ents, we will provide you with a range of fares for your general needs. Fares of fered on our website will be the lowest fare available via the website. Jet Airw ays will inform customers inquiring about fares or making reservations through a ny of the foregoing sales channels that the lowest fare offered by Jet Airways m ay be available elsewhere, if that is the case. However, while Jet Airways endea vours to offer the lowest published / retail fare available at Jet Airways offic es and the Jet Airways website, guests may be able to purchase a lower fare for a Jet Airways flight at another purchasing point such as but not limited to, a t ravel agency, tour operator, online travel portal, code share partner or interli ne partner. Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Refunds Upon receipt of all required information and documentation, Jet Airways will pro mptly process refund requests for eligible tickets, including fees for optional services that the passenger was unable to use due to an over-sale situation or f light cancellation, less the applicable fare of used portions (if any) and any a pplicable service fees. If the booking created for travel to/from the USA is can celled not later than 24 hours after the PNR creation, cancellation penalty will  not apply provided the booking is created more than 7 days (168 hours) prior to  the flight departure. If you used a credit card to make your purchase, we will submit the request for a refund to the credit card issuer within seven business days of receiving your completed request for refund. The credit card issuer will  refund the amount under the terms of the credit card agreement; your credit car d statement may not immediately reflect the refund. For purchases made with cash , checkof oryour other forms ofrequest payment, werefund. will issue your refund within days r eceipt completed for We reserve the right to20 make a of refu nd only to the person named in the ticket or to the person who originally paid f or the ticket, and to refuse a refund if any application for such refund is made  later than 365 days after the expiry date of the ticket. Refunds for electronic  tickets purchased directly from Jet Airways (through our offices or via our web site) can be obtained by contacting our Reservations department on the US toll f ree number 1-877-835-9538. The refund of a ticket issued by a Travel Agent must be processed through the issuing Travel Agent. Airport ticketing counters do not  issue refund credit. As per tariff / fare rules, all refunds are through origin al issuing office of the ticket to original form of payment (as per IATA & fare regulations) except payments made in cash. These are settled by check to the pas senger unless cash is paid by someone else. In such cases, we would require the cash receipt or nomination letter from the passenger. Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Refunds (continued) Service charges and/or penalties are collected for some refunds, depending on th e fare rules for the ticket purchased. Certain refund requests cannot be accommo dated in the time frames discussed above. For example, tickets with adjustments,  for example, a guest buys a First Class ticket but actually travels in the Econ omy cabin; these may require that we verify the itinerary and class of service f lown, and this can take time. We will refund the value of tickets purchased by y ou from our offices or airport ticketing counters directly to you: In cash, if t he ticket has been paid for in cash; Credited to the credit card account, if the  ticket has been paid for by credit card Credited to the respective bank account , if the ticket has been paid for by debit card Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Cancellation of Reservations All reservations (including those on continuing and return flights) are subject to cancellation without notice if the following occurs: The guest has not purcha sed a validated ticket indicating confirmed seat(s) within the time limit specif ied for that particular fare. The guest fails to fulfil the requirements of the fare type to which the reservation applies. If the guest is not present at the b oarding gate at least 25 minutes prior to scheduled departure time, even if the guest has already checked-in for the flight at a place designated for check-in ( i.e., a ticket counter, web check-in, kiosk, etc.). If such action is necessary to comply with any government regulation, or whenever such action is necessary o r advisable by reason of weather or other conditions beyond Jet Airways  control . If Jet Airways refuses to transport the passenger for any of the reasons state d in Rule 25 (Refusal to Transport) of the Jet Airways Tariff or paragraph 3.0 o  

f Airway's Contract of Carriage. Guests, who dosegment not usein each coupon , the use Jet flight coupons out of sequence or have an unused theflight itinerary may cause the reservation to be cancelled. Guests are advised to call Jet Airway s to cancel or rebook a segment should their travel plans change. These policies  are also available from Jet Airways  telephone reservations staff upon request.  

Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Oversales For commercial reasons, when a flight is overbooked, there may be a possibility that Jet Airways may have to deny boarding to some of its passengers. In the abo ve event, before denying boarding, Jet Airways will first ask for volunteers who  are willing to give up their seats, in exchange for suitable compensation. In r eturn, Jet Airways will offer volunteers suitable benefits or compensation, whic h it may wish to offer, at its own discretion, and according to the Jet Airways policy. On extremely rare occasions, if a sufficient number of volunteers are no t obtained, a guest may be denied boarding on an involuntary basis. In such case s, we will consider the Jet Airways boarding priority policy, where boarding pri ority may be given to guests with disabilities, unaccompanied minors, JetPrivile ge Platinum members, JetPrivilege Gold members, and factors based on class of tr avel and check-in time. Jet Airways will also arrange for the first available al ternatein accommodation as efficiently asAirways possible and/or and compensate eligible pass engers accordance with existing Jet policies Department of Transp ortation (DOT) regulations. If a guest on a Jet Airways operated international f light has been subjected to involuntary denied boarding, he/she will be provided  alternate accommodation on another flight, operated either by Jet Airways or an other airline and is entitled to one of the following forms of compensation. If the guest s arrival at his or her final destination is greater than one hour but  less than four hours past their original scheduled arrival, involuntary compens ation is 200 percent of the one-way fare to the guest's destination or first stopo ver, but not to exceed $650.  

Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Oversales (continued) If the guest s arrival at the final destination is four hours or more past their  original scheduled arrival, involuntary compensation is 400 percent of one-way fare to the guest's destination or first stopover, but not to exceed $1300. Denied  boarding compensation will not be provided when the guest was refused travel be cause: The guest did not fully comply with the Jet Airways  ticketing and checkin requirements, or is not acceptable for transportation under Jet Airways  rule s and practices. The flight is cancelled. A smaller capacity aircraft was substi tuted for safety or operational reasons. Guests are offered accommodations in a section of the aircraft other than specified in their ticket, at no extra charge  (a guest seated in a section for which a lower fare is charged will be given an  appropriate refund). Jet Airways is able to place the guest on another flight o r flights that are planned to reach the final destination within one hour of the  

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 scheduled arrival of the original flight. Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Responsiveness to consumer complaints Jet Airways will acknowledge receipt of each customer complaint regarding its sc heduled service to the complainant within 30 days of receiving it, and will send  a substantive response to the complainant within 60 days of receiving the compl aint. All complaints should include the following information: Ticket number/con firmation code Full mailing address Flight numbers, city pairs and dates of trav el Traveller names Complaints sent via postal service should be sent to: Guest R elations, Jet Airways (India) Ltd. Siroya Centre, Sahar Airport Road, Andheri (E ast), Mumbai - 400099, India. Complaints via email should be sent to: guestrelat [email protected]. Complaints Complaints may also be posted online on our website www.jet airways.com. Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Delays, Cancellations, Misconnections and Diversions It is our endeavour to make sure that our guests reach their destination as sche duled. However there may be occasions when weather, air traffic control, operati onal and service reasons lead to flight disruptions. When this happens we will s trive to give our guests at the airport or onboard an affected flight frequent u pdates and notifications regarding known delays, cancellations and diversions. T hese updates and notifications will be made available, when flight is delayed, c ancelled or diverted by 30 minutes through on board announcements by operating c rew, our website or upon guest enquiry to the call centre, subscription for SMS notifications, Boarding Gate and flight information display system at the airpor ts. When cancellations or misconnections occur we will attempt to reroute our gu ests on our next available flight. If the delay or cancellation or misconnection  was caused by reasons within our control, then Jet Airways will make reasonable  arrangements forare meals refreshments required, overnight accommodatio n for guests who notor resident of theand, cityif served by that airport. In situati ons which are beyond our control guests are responsible for their own overnight accommodation, meals and incidental expenses. However our personnel may be able to assist you to obtain accommodation in these circumstances. Sometimes due to m edical emergencies or severe weather conditions, we may be forced to divert our flights, or land at a location other than the flights intended destination. In s uch a case the in-flight crew will keep the guests informed. In some extreme cir cumstances, the diverted flight may result in a cancellation. In such a situatio n we will try our best to re-route our guests on the next available Jet Airways flight or any other carrier with whom we have an arrangement. Jet Airways will a lso provide timely notification to passengers of changes in travel itineraries. If such an itinerary change affects a flight that is scheduled to occur within s even days, Jet Airways will provide notification within 30 minutes after it beco mes aware of the change. If such an itinerary change affects a flight that is sc heduled to occur more than a week in the future, notification will be provided a s soon as practical and generally no later than 48 hours after Jet Airways becom es aware of the change. Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Accommodating passengers with disabilities and other special needs Jet Airways is committed to providing suitable services and accommodations for p assengers with disabilities in accordance with U. S. Department of Transportatio n requirements set forth in 14 CFR Part 382 and other special-needs passengers i n accordance with Jet Airways  policies and procedures. Jet Airways  guidelines for the provision of special assistance to guests with disabilities, medical cas e, unaccompanied minors, passengers travelling with pets and other special-needs  passengers may be reviewed here.  

Jet Airways (I) Ltd. Last updated on August 16, 2013

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Contingency plan for lengthy tarmac delays Jet Airways is committed to providing our passengers with essential needs during  lengthy tarmac delays at U.S. airports in accordance with Department of Transpo rtation requirements set forth in 14 CFR section 259.4. Our contingency plan is intended to provide you with information regarding Jet Airways  policies and pro cedures for handling your travel on our airline. Jet Airways will allocate suffi cient resources to implement this plan. This plan has been coordinated with airp ort authorities (including terminal facility operators where applicable), U. S. Customs and Border Protection, and the Transportation Security Administration at  each U. S. airport Jet Airways serves, as well as its regular U. S. diversion a irports. In the event that a lengthy tarmac delay affects your flight at a US ai rport, Jet Airways will: Provide guests with adequate food and potable water no later than two (2) hours after the aircraft leaves the gate (in the case of depa  

rture) unless or touches down (in the casedetermines of arrival) if safety the aircraft remains on the t armac, the pilot in command that or security considerat ions preclude such service. Ensure that operable lavatory facilities remain avai lable while the aircraft remains on the tarmac. Ensure adequate medical attentio n is available, if needed. Notify guests on-board the aircraft affected by a len gthy tarmac delay of the status of the delay every 30 minutes during the delay, beginning 30 minutes from scheduled/revised departure time. For international fl ights, allow guests the opportunity to deplane at a gate or another suitable dis embarkation point before the tarmac delay reaches the four (4) hour mark, unless  (i) the pilot-in- command determines that there is a safety-related or security -related reason why the aircraft cannot leave its position on the tarmac to depl ane guests; or (ii) air traffic control advises the pilot-in-command that return ing to the gate or another disembarkation point elsewhere in order to deplane pa ssengers would significantly disrupt airport operations. Notify guests about the  status of the delay for a flight affected by a lengthy tarmac delay every 30 mi nutes from the time guests are permitted to deplane. Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Contingency plan for lengthy tarmac delays (continued) Provide adequate assistance and care to guests with disabilities in accordance w ith 14 CFR 382 and other guests with special needs in accordance with Jet Airway s policies. Note: In case a flight operated by a code share partner is affected by a lengthy tarmac delay, the tarmac delay contingency plan of the carrier oper ating that code share flight, as specified on that partner airlines website, app lies. Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Frequent Flyer Rules Technological innovation is an integral part of Jet Airways' business strategy. Ou r focus has always been to use cutting edge technology to enhance guest experien ce by implementing innovative products that will ensure a seamless customer expe rience. Members of the Jet Airways JetPrivilege (frequent flyer/loyalty) program  can download a JetPrivilege membership program guide online on our website at w ww.jetairways.com/EN/US/JetPrivilege/AboutJetP ww.jetairways.com/EN/U S/JetPrivilege/AboutJetPrivilege.aspx rivilege.aspx Members may also vie w terms and conditions related to the JetPrivilege program, including restrictio ns associated with benefits, embargo/blackout date applicable to reward travel o r mileage usage, mileage earning and mileage expiry, cancellation policies appli cable on redemption tickets, etc. on any of the below options: Our website www.j etairways.com By contacting the JetPrivilege Service Centre at jetprivilege@jeta irways.com At the postal address JetPrivilege Service Centre, P.O. Box no. 8905,  Saki Vihar,office Andheri Mumbai - 400072, By calling the Jet Airways r eservations at(East), 1-877-U-FLY-JET** (1 877India 835 9538) Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Configuration of the Aircraft of your Flight Guests may request information regarding our general aircraft configuration at a ny time. Jet Airways offices and telephone reservations agents, upon request, ar e able to provide information regarding exit row seating, seating for guests wit h disabilities, seat configuration, average seat size and pitch. We display our aircraft configurations and location of lavatories on our website. Please click here to know more. Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Optional Charges Depending upon your travel needs here are some of the charges you may encounter when you fly with us. Government Taxes Taxes, fees and charges are imposed on ai r transportation by government authorities. Taxes and fees are subject to change  at the discretion of each country's government and may be adjusted for inflation and/or currency fluctuation. You may also be requir ed to pay taxes, fees and ch arges not already collected. Reservations and Ticketing Service Fees Fees may ap ply for any changes / cancellations / no-show at airport on your ticketed itiner ary depending upon the type of fare purchased. Please contact your travel agent or nearest Jet Airways office. Television carriage charge Effective June 1, 2012 , Jet Airways will levy a charge for carriage of television from Bangkok, Singap ore, Kuala Lumpur and Hong Kong. Effective June 11, 2012, Jet Airways will levy a flat charge of USD 75 and CAD 75 from New York / Newark and Toronto respective ly for carriage of television irrespective of the dimensions of the television. Effective June 15, 2012, Jet Airways will levy a charge for carriage of televisi ons from London. For more information, please click here Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Optional Charges Excess Baggage Fees to / from North America Excess baggage fees are chargeable i f the checked baggage exceeds Jet Airways' free checked baggage allowance. Effecti ve June 1, 2012, our excess baggage rates have been revised. The new excess bagg age rates to / from North America as are below: To / from India, Bangkok, Hong K ong, Singapore, Gulf / Middle East, Dhaka, Kathmandu and Colombo Extra Piece: US D 200 per piece (maximum of 23 kgs) Overweight: USD 150 (Over 23 kgs & less than  32 kgs) Oversized: USD 150 per piece To / from Kuala Lumpur Excess Baggage Rate : 1.5% of IATA one-way Economy fare (Y class), if available, or the highest oneway Economy carrier fare (Y class) To / from Brussels, London and Europe Extra P iece: Second piece (for Economy): USD 100. Third piece onwards: USD 200 / piece (maximum of 23 kgs each) Overweight: USD 150 (Over 23 kgs & less than 32 kgs) Ov ersized: USD 150 per piece For more information on the excess baggage fees, plea se refer to our Baggage Allowance Calculator. Baggage information for journey(s) to / from United States of America (USA): For  journeys(s) to / from USA, Jet Airways will honour the baggage policy of the fi rst marketing airline irrespective of the ticket issue date / validating airline . For further details, click here Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Optional Charges (continued) Oxygen Cylinders With effect from December 26, 2011, Jet Airways will charge a n ominal amount for the oxygen bottles provided on board. Charge per bottle: Fligh ts Short Haul Flights (Domestic India/SAARC/Gulf) Long Haul Flights Charge (INR)  INR 3000 INR 10000 Charge (USD) USD 60 USD 200 For more information, please click here. Weapons and Ammunitions Jet Airways wil l charge INR 5000 per fire arm, air gun and / or ammunition (up to 50 rounds) pe r guest for additional services provided during handling and carriage of fire ar m, air gun or ammunition in their registered baggage on domestic sectors. On Int ernational sectors guest will be charged US $100 for the additional service prov ided during handling and carriage of fire arm, air gun or ammunition in their re gistered baggage. For more information, please click here Travel Certificate Eff ective February 24, 2012, a nominal fee of INR 200 willfor be charged per ticket, p er passenger towards each Travel Certificate requested any Jet Airways or Je t Airways Konnect flight. Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Optional Charges (continued) Unaccompanied Minor Service Charge Please be advised that the service charge lev ied for carriage of Unaccompanied Minors and Young Passengers on Jet Airways and  JetKonnect has been revised for bookings effective August 21, 2012. Please find  below the details. Flights Domestic India Short Haul Flights (India to SAARC/Gulf & vice versa and Kolkata ± Bangkok - Kolkata) Long Haul Flights Charge (INR) INR 1500 INR 3000 INR 5000 Charge (USD) USD 30 USD 60 USD 100 This is applicable per direction i.e. Origin to Destination. Stopover point  be considered as destination. (Stopover: Departure from intermediate point will is l ater than 24 hours after arrival at that point). In case of multiple stopovers i n a journey, the charge will re-apply from every intermediate stopover point to the next stopover point in the journey. This is applicable on Jet Airways operat ed flights. For interline and codeshare travel, the Operating Carriers' rules will  apply. A paid escort service (i.e. a dedicated staff member who travels on the flight with the child) cannot be provided. Note: When two or more unaccompanied children from the same family are travelling together on the same flight, a sing le charge for up to two children will be levied. Ticketing Transaction Fee A tra nsaction fee of CAD 25 at Canada ticketing offices will be charged per ticket (i rrespective of Point of sale), per passenger, per transaction. For more informat ion, please click here Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Optional Charges (continued) Credit Card Fee Please be advised that effective February 15, 2012, a Credit Car d Fee of GBP 4.50 will be charged per ticket for every payment accepted by Credi t Card at London ticketing offices. Credit Card fee will be Non refundable. Reis sue of tickets originally issued on website will also attract Credit Card fee if  payment is accepted by Credit Card at London ticketing offices. Note: This fee will not be applicable to Corporate Deal Fares. Convenience Fee Effective April 15, 2013, the convenience fee applicable for booking tickets on jetairways.com a nd jetkonnect.com has been revised. This non refundable fee is applicable to eac h guest mentioned on the eTicket. For more information, please click here Conven ience Fee at Contact Centre Effective February 11, 2013, Jet Airways and JetKonn ect will charge Convenience Fee for tickets issued within India with Credit Card s at the Contact Centre. This fee will apply per ticket, per passenger. For more  information, please click here will Optional Payment Charge Effective February 11,ti 2 013, Jet Airways and JetKonnect charge Optional Payment Charge (OPC) for ckets issued with Credit / Debit Cards at Airport Ticketing Offices (ATO) / City  Ticketing offices (CTO) in India. This fee will apply per ticket, per passenger . For more information, please click here Seat Select Effective May 2, 2013 Jet Airways will levy a charge for advance reservation of seats in Economy class on all international routes operated by Boeing 737. For more information, please cl ick here Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Optional Charges (continued) Development Fee at Mumbai and Delhi Airport Development Fee of INR 113 for Domes tic departure and INR 675 for International departure will be levied from each p assenger departing from Chhatrapati Shivaji International Airport in Mumbai and Indira Gandhi International Airport (IGI) airport in Delhi. Development Fee is e xempted for : Infants (Children under the age of 2) Holders of Diplomatic Passpo rt Airline crew on duty including sky marshals and crew on board (Does not inclu de Dead Head Crew or ground personnel) Persons traveling on official duty on air craft operated by Indian Armed Forces Transit / Transfer passengers (up to 24 ho urs). A passenger is treated in transit only if onward travel journey is within 24 hours from arrival into Mumbai and is part of the same ticket. In cases where  separate tickets are issued, guest would not be treated as a transit passenger.  Involuntary rerouting due to technical problems or weather conditions Persons t ravelling on official duty for UN Peace Keeping Missions. User development Fee a t IGI Airport ± Delhi The Airports Economic Regulatory Authority (AERA) has approv ed to levy a User Development Fee from each guest departing from and arriving in to Indira Gandhi International Airport (IGI) in Delhi for sales effective May 3,  2012 and travel to / from IGI Airport on or after May 15, 2012. For more inform ation, please click here User development Fee at Chennai International Airport ± Chennai The Airports Econo mic Regulatory Authority (AERA) has approved to levy a User Development Fee from  each guest departing from Chennai International Airport in Chennai for domestic  travel within India effective May 1, 2013. For more information, please click h ere Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Optional Charges (continued) User development Fee at CSI Airport ± Mumbai The Airports Economic Regulatory Auth ority (AERA) has approved to levy a User Development Fee with immediate effect f rom each guest departing from and arriving into Chatrapati Shivaji International  Airport (CSIA) in Mumbai for travel effective February 1, 2013, to / from CSI A irport. For more information, please click here User development Fee at Netaji S ubhash Chandra Bose International Airport ± Kolkata The Airports Economic Regulato ry Authority (AERA) has approved to levy a User Development Fee from each guest departing from Netaji Subhash Chandra Bose International Airport in Kolkata for travel effective March 1, 2013. For more information, please click here eTicket Reprint Charge Effective August 16, 2013, guests travelling on Jet Airways and J etKonnect flights will be charged a revised fee of INR 50 for requesting a repri nt of their eTicket itinerary at the airport or city offices. This charge will b e applicable to all guests (except JetPrivilege Platinum members and Première gues ts) only for reprint / duplicate copy of the existing booking. Any additional ch anges to the booking will be charged as per the fare rules applicable. Codeshare  Flights Jet Airways has codeshare relationships with various international airl ines whose fees may vary. For fees applicable to 9W* flights operated by carrier s other than Jet Airways, please visit the operating carrier s website. Air Cana da All Nippon Airways American Airlines Brussels Airlines Etihad Airways JetKonn ect Kenya Airways Malaysia Airlines Qantas Thalys United Airlines  

Jet Airways (I) Ltd. Last updated on August 16, 2013

 

Customer Service Plan | August 2013 Jet Airways (I) Ltd. Last updated on August 16, 2013

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