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How Jet Airways Cracks Under Pressure  
User currently offlineTKMCE From India, joined May 2002, 841 posts, RR: 2
Posted (10 years 3 days 19 hours ago) and read 4144 times:

Flew Jet Airways 9W 474 BOM HYD on 16/12. The flight was scheduled to depart at 1815 and having rushed through a meeting at Nariman Point by 1530, found that I reached the outskirts of the airport in 45 minutes (that it took another 15 minutes to reach the terminal is another story).

Well 1630, I am congratulating myself on being nice and early and checks in only to be told that the flight is now departing at 2000. No snack coupons or any offer to be put on an earlier flight or to IC (I was travelling on the maximum fare possible on economy by the way). By the time I realised that a, the IC flight to HYD is on time (1830) and b, the previous 9W flight to Hyderabad had still not left (it also had a delay of 90 min), the que around the customer support and standby desks was so big that I decided to wait it out. A lot of other flights of Jet, Sahara and Air Deccan as well as IC also were delayed (the continuing fall out of the localiser theft) although I noticed all Jet's flights to DEL left sharp on time. While the reason I guess was that they didnt want to risk disruption esp with the fog around in DEL at this time of the year, one couldnt still help feeling whether Jet is still recovering from the recent and not so recent brush ups with politicians (including a memorable one when one of the ministers in the previous government manhandled Jet Airways staff during a flight delay and still walked away scot free).


Incidentally no airline was making any announcement of any sort at the check in the area around flight departures PRIOR TO SECURITY (this is certainly not the case in HYD anyway). One had to depend on what the flight status boards were displaying which even at 7 PM was showing the very illuminating RESCHEDULED for myflight while a lot of flights with ETDs before and after that were showing SEC CHECK. Decided anyway to go through the security check and post securty heard an annoucement that the flight is further delayed to 2015.

Finally got airborne at 2030 (more than 120 min delayed) and then started the fun. The flight was packed to the gills both in C and Y (the aircraft was an 800 series) but this particular flight atleast in Economy seemed to be staffed with novices fresh out of the latest Jet cabin crew training course. We were all offered around three rounds of their pre packaged lime juice in quick succession ( a simple case of the next person forgetting which row her predcessor had finished) and 10 minutes after take off the meal service started.

I was the second person to be served by the steward. To my surprise I found that without checking with me what I wanted, a VEG meal was served. I asked for a Non veg meal and the reply was a gem. (SIR -JET AIRWAYS SERVES ONLY VEGETARIAN MEALS ON MUMBAI HYDERABAD SECTOR), Before I could question this, the guy had moved on. While I certainly will not die if I have a vegetarian meal, the very fact that this smart alec thought that anything will wash with passengers created a very bad impression. The very least I could have expected was an honest reply,which he gave later after my co-passenger questioned him again when came round to clear the meal trays. The real reason was that there wa a mess up with catering and very limited non veg meals were on board. Incidentally the gentleman in the seat next to me who wanted an alternate to the veg meal offered, was offered some oranges, all of which had seen better days and which he returned back to the crew uneaten with his best complements. And you should remeber that this was a full flight badly delayed with Jet Airways not even offering any meal or refreshment vouchers! And to top it all, the catering guys had messed up so badly, that there were not even the standard cloth napkins to go around with the meal. Also all through the elaborate annoucements from the flight deck and the cabin, not one word was mentioned about the two hour delay (ofcourse Jet can claim it is not their fault, but how many passengers know what a localiser is anyway! And apparently neither did the journos from Indian Express which was my hotel's newspaper of choice and carried no word of the incident).

Anyway all in all , a very forgettable flight, but to be fair, the only bad one in the four flights I have taken with them in the last one month. But still I feel it how an airline performs when things dont go according to plan which tells how good (or bad) they are !

NB: The fact that the crew were all greenhorns was further reinforced by another pantomime which was being enacted. The bloke in the next seat to mine returned no less than three bottles of Jet's favorite lemon juice to various crew members stating that the date stamp imprinted in the bottle cap were all showing 16/12/2004 1200 (the day of the flight).The gentleman in question claimed that since it is already 2100 hours by the time the refreshment was offered, he is being exposed to a health hazard by being offered juice past expiry date and time. All the three crew members profusely apologised and seemed clueless what to do! Since the passenger did not chose to alert his co passengers sitting next to him about the "health hazard", I suspect he knew all along what was the real case (which was that the time stamp was that of the date and time of bottling and not the expiry date!). This was not pointed out by even one of the three crew members and the senior crew member even promised to make sure that the complaint is promptly reported to her superiors!

Anyway thank you Jet Airways for atleast providing some enterainment (although unintended!).







12 replies: All unread, jump to last
 
User currently offlineKilavoud From , joined Dec 1969, posts, RR:
Reply 1, posted (10 years 3 days 16 hours ago) and read 4001 times:

Thank you TKMCE for your interesting report.

I will fly for the first time next week on Wednesday Dec. 22 with Jet Airways
between Chennai(Madras) and Bombay (economy class). I will spend the night in Bombay, than fly with Saudi Airlines BOM-RUH-JED-GVA.

The first impression I had with Jet Airways when buying my ticket in their office of Madras was a very good one, and they asked me if I like to have a veg. or non veg. meal. I told non veg.

To give Airliners the opportunity to have one more opinion with Jet Airways, I will try to write a trip report for my flight MAA-BOM and thank you to read it in due time.

Cheers. Kilavoud.



User currently offlineJaysit From , joined Dec 1969, posts, RR:
Reply 2, posted (10 years 3 days 11 hours ago) and read 3894 times:

Me thinks the lady doth protest too much.

All Indian carriers offer a level of service within India unknown in the West today.

Just wait another 10 years and Indian passengers won't even have any oranges to eat, let alone complain about their less-than-lovely appearance.


User currently offlineGamps From United States of America, joined Jul 2003, 469 posts, RR: 1
Reply 3, posted (10 years 3 days 11 hours ago) and read 3887 times:

Thank you for a no nonsense report on Jet Airways. Unlike the usual patronizing reports on them you have shown the other side of Jet.

one couldnt still help feeling whether Jet is still recovering from the recent and not so recent brush ups with politicians

But I have to ask you though - what makes you think that politicians are somehow responsible for the flight delay? Someone stole the localizer and you are blaming politicians for the consequent delay?

I always wonder about the Airliners.net fraternity's kids glove treatment of Jet Airways. Agreed they have new planes and have young FAs and all that. The recent incident about MLAs forcing the flight to abort was a classic example - the same folks who complain about IFE, bad coffee on airliners.net were united in complaining against MLAs for complaining that they can't breathe! If the plane is visibly shaky and making odd noices and to top it all passengers are having breathing problem - you expect passengers to keep quiet?

Having flown Jet Airways several times, I am disgusted at the way their employees treat non-English speaking passengers - right from the checkin counter to the FAs. Attitude was almost like "if you can't speak convent English you do not deserve to be here". I have personally seen one of Karnataka's prominent politician being treated rudely by the FAs because he could not speak English and had trouble understanding what they were saying. But once someone pointed out to them who he was their whole attitude changed.

Thanks


User currently offlineRyanair!!! From Australia, joined Mar 2002, 4757 posts, RR: 25
Reply 4, posted (10 years 3 days 2 hours ago) and read 3569 times:

Just a classic example of Murphy's Law at work here.

But once someone pointed out to them who he was their whole attitude changed.

This is a very human trait...

Anyway, thanks for this trip report. It is certainly a change from the "Jet Airways is excellent" formula we tend to get here.

Cheers
Ryan



Welcome to my starry one world alliance, a team in the sky!
User currently offlineTKMCE From India, joined May 2002, 841 posts, RR: 2
Reply 5, posted (10 years 3 days 1 hour ago) and read 3571 times:

one couldnt still help feeling whether Jet is still recovering from the recent and not so recent brush ups with politicians

But I have to ask you though - what makes you think that politicians are somehow responsible for the flight delay? Someone stole the localizer and you are blaming politicians for the consequent
****

Gamps that was a tounge in cheek remark and nothing to do with the localiser. There was a bad incident some time ago, when a BOM DEL flight had a two hour delay after the pax were on board,, and subsequently passengers were offloaded and asked to go the lounge for refreshments. A great man, a minister at that time in Dilli refused to get down from the plane, roughed up a couple of Jet staffers and then took a Indian airlines flight to show his displeasure to boot! So my comment was more linked to that with respect to all DEL flights being on time (there were three in the four hours which I was there) while flights to places like AMD, MAA and HYD were delayed by an average two hours. Of course I guess the real reason could be as I mentioned that they didnt want the DEL operations due to be disrupted as well as sometimes fog sets in early in the night. But all the same, some of the flights they delayed badly, esp to AMD and HYD were turnarounds which on their return has a lot of international connecting pax on KL, NW, BA etc. And you should remember that the situation was only going to get worse at BOM late in the night, and in that case there was every chance that many pax would miss their connections.

Kilavoud

I have flown Jet quite a few times over the years, and as I mentioned , three of my last four flights went off uneventfully. However this was the second incident over the years where when the flight was delayed badly, they mess up. And in the latest case, my flight was on 16th, the localiser got stolen on 14th evening and Jet cant even complain that the delay was unexpected.

And one other comment - As I mentioned I was flying on the highest possible fare in economy which was more than double the APEX fares or even check fares on the route. I am not a FFP member as my trips are generally limited to a few an year. I do concede that it is not possible to hand out lounge invitations to each and every pax on days like these when flights are delayed, but cant staff use their discretion and give some leeway for full fare paying pax, esp when there is such a long delay??? Even if not a lounge invitation, atleast some refreshment vouchers. Indian Airlines handed out the same for a one hour delay at BKK, Air India did the same at BOM for a two hour delay when I was travelling on a discounted AD ticket. And you say Jet is upmarket! In Air Deccan atleast you know you only get what you pay for!







[Edited 2004-12-18 06:14:07]

User currently offlineHAWK21M From India, joined Jan 2001, 31702 posts, RR: 56
Reply 6, posted (10 years 3 days 1 hour ago) and read 3556 times:

Rajeev.....Interesting report.Seems you had a tough time on your return.Im not surprised.
9W was excellent in Mx dept also when the Australians were heading the show,followed by the Malaysians.Nowday its stinks of a very casual & laid back attitude.
About the Date on the Bottle,Was that raised with the Pax later.
regds
MEL



Think of the brighter side!
User currently offlineMrNiji From , joined Dec 1969, posts, RR:
Reply 7, posted (10 years 2 days 21 hours ago) and read 3520 times:

Interesting to note is that an airline should also be measured according to their 'crisis management' - some airlines do superb if everythibng is smoothly, but not when some things, which might be external, disrupt the performance.

Same with AI, IC: good under normal circumstances, but if there is a crisis, everything gets messed up

Thanks for the report

Just wait another 10 years and Indian passengers won't even have any oranges to eat, let alone complain about their less-than-lovely appearance.

Jay, you are so right. Once the US-American Europeanized modell of LCC swamps over India and competition draws prices down and forces airlines to cut back services, we will have the stndardization of the product in favor of perfect competition... I prefer to pay a little more and have some enjoyment and quality on board, as opposed to 99 % of the people here (although I am not a rich person at all) - let Indian Aviation be Indian Aviation, with all merits and disadvantages (this is of course not opposed to certain liberalizing reforms, don't understand me wrong) and not 'Westly standartized'

[Edited 2004-12-18 10:17:22]

User currently offlineHimmat01 From India, joined Dec 2004, 1047 posts, RR: 6
Reply 8, posted (10 years 2 days 15 hours ago) and read 3477 times:



9W is basically to the 'baba log' types. They do not care about the average guy who does not speak convent english.

Himmat



An airplane might disappoint any pilot but it'll never surprise a good one.
User currently offlineMrNiji From , joined Dec 1969, posts, RR:
Reply 9, posted (10 years 2 days 14 hours ago) and read 3459 times:

They do not care about the average guy who does not speak convent english.


I.e. the guy w./o cash...


User currently offlineHimmat01 From India, joined Dec 2004, 1047 posts, RR: 6
Reply 10, posted (10 years 2 days 14 hours ago) and read 3463 times:


It's the average small town trader/business person speaking the local lingo who are in the process of upgrading from train travel to air travel. If 9W does not care about them, it's their loss and IC's gain.



An airplane might disappoint any pilot but it'll never surprise a good one.
User currently offlineJaysit From , joined Dec 1969, posts, RR:
Reply 11, posted (10 years 2 days 11 hours ago) and read 3425 times:

The recent incident about MLAs forcing the flight to abort was a classic example - the same folks who complain about IFE, bad coffee on airliners.net were united in complaining against MLAs for complaining that they can't breathe! If the plane is visibly shaky and making odd noices and to top it all passengers are having breathing problem - you expect passengers to keep quiet?

What bunk.

I've been on numerous flights all over the world where cabin temperatures are adjusted during taxi or inflight.

These hoodlum MLAs are not flight safety personnel, nor are they vigilantes who should put the lives of other passengers and crew in jeopardy. And its not up to them to decide if the "shaking" of an aircraft during taxi is a safety issue. Planes shake and wobble all the time on taxiways. That is the prerogative of trained personnel like the crew on board - not some marginally educated thugs.

If these "MLAs" had tried this stunt here in the US, they'd been shot to death - on the spot. Deservedly. Frankly, if I'd seen a passenger rush to the cockpit and break down the door, I'd have rushed forward and beaten the crap out of that passenger, MLA or not.

You seem to have some issue with the way Jet treats its non-English speaking passengers. I have to disagree. I've seen Jet crew show a level of respect and kindness to elderly passengers who don't speak English. I've also seen rude obnoxious passengers in India treat cabin crew with utter disregard and disrespect (on all carriers), when a sabzi isn't quite to their liking or if a paratha doesn't taste like their mummy-ji made it. Many Indian men are just spoiled rotten, and often treat female cabin crew like they're chattel.



User currently offlineKaran69 From India, joined Oct 2004, 2893 posts, RR: 18
Reply 12, posted (10 years 2 days 10 hours ago) and read 3419 times:

Interesting report Rajeev, it makes us look at the apparent best carrier of most our fellow indians in a whole different way

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