I recently flew Newark-Mumbai-Newark on Jet Airways ( Oct29, Nov.29)for the first time. The service in the air was excellent. Nice aircraft, very good meal selection, clean rest rooms, very good cabin staff etc. The boarding service can be improved at Newark by letting passengers know when the boarding will start. A little more custner focus on the part of Newark staff will be helpful.
My nightmare statred when one of my bags did not come to Mumbai. It seemed to me that the Mumbai staff was incented to harrass the passenger instead of help and pay as little as possible for inconvenience. The number to call was often busy. My relative from Delhi was able to help instead of the Mumbai staff. I was offered Rs.18000 compensation for the contents which I did not take. The bag arrived after 3 weeks all beaten up. In the mean time I had to buy clothes,other necessities and gifts for the family. I was given Rs. 6000 compensation for late baggage literally minutes before I left to return back to USA. Out of that I had to pay a tip to the person who delivered cash. I feel that Jet Airways has an opportunity to compete with the best in class and not be just another mediocre airline. I hope that Jet Airways will improve its baggage handling and passenger communication processes so passengers with limited time in India do not go through the bad experience like mine.
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