Customer Service Plans | August 2011
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Customer Service Plans | August 2011
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 arrive on your flight, reasonable efforts will be made to ensure that the bag is returned to you within 24
hours. Since we cannot guarantee the delivery of baggage carried 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 bags may take longer on international flights due to
flight duration, frequency of flights, or Customs & Immigration procedures at the destination airport.
Jet Airways attempts to contact those guests whose unclaimed checked baggage contains their 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 24 hours.
No local name/address/phone numbers are provided
You are located at a remote location or an ‘unreachable’ address such as a cruise ship, offshore oil rig, etc.
You changed your delivery address, but did not notify us
We have limited flight schedules to your destination
Operational circumstances prevent Jet Airways from being able to locate or deliver your bags within this timeframe
A record of your delayed baggage report is available at www.jetairways.com/EN/IN/Baggage/LostBaggageTracer.aspx and includes the
contact information and delivery address you provided when you filed your report.
Jet Airways (I) Ltd. Last updated on August 23, 2011Lowest Fare Availability Guests calling our reservations office or visiting our airline ticket offices or ticket counters will be offered the lowest available fare, exclusive of Internet only fares, when specific dates and times are provided. If you do not provide specific information about your travel requirements, we will provide you with a range of fares for your general needs. Fares offered on our website will be the lowest fare available via the website. While Jet Airways endeavours to offer the lowest fare available at Jet Airways offices 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 travel agency, tour operator, online travel portal, code share partner or interline partner. Jet Airways (I) Ltd. Last updated on August 23, 2011
Refunds
Jet Airways will attempt to process its refunds within its prescribed the time frames, upon receipt of all required information.
Refunds for electronic tickets purchased directly from Jet Airways (through our offices or via our website) can be obtained by
contacting our Reservations department on the US toll free number 1-877-835-9538
Certain refund requests cannot be accommodated in the time frames discussed above. For example, tickets with adjustments - e.g., a
guest buys a First Class ticket but actually travels in the economy class cabin; these may require that we verify the itinerary and class
of service flown, and this can take time.
Refunds will be processed as per fare rules and will be paid as per the original currency of payment, country of payment and form of
payment.
Service charges and/or penalties are collected for some refunds, depending on the fare rules for the ticket purchased.
We will refund the value of tickets purchased by you from our offices or airport ticketing counters directly to you:
In cash, if the 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
The refund of a ticket issued by a Travel Agent, must be processed through the issuing Travel Agent.
We reserve the right to make a refund only to the person named in the ticket or to the person who originally paid for 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.
Jet Airways (I) Ltd. Last updated on August 23, 2011Cancellation 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 purchased a validated ticket indicating confirmed seat(s) within the time limit specified 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 boarding 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 or 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 stated in Rule 25 (Refusal to Transport) of the Jet Airways
Tariff or paragraph 3.0 of the Jet Airway’s Contract of Carriage.
Guests who do not use each flight coupon, use flight coupons out of sequence or have an unused segment in the itinerary may
cause the reservation to be cancelled. Guests are advised to call Jet Airways to cancel or rebook a segment should their travel
plans change.
Jet Airways (I) Ltd. Last updated on August 23, 2011Oversales
To reduce the possibility of flight departing with unoccupied or empty seats, some airlines, including Jet Airways, overbook flights to a
limited extent. Sometimes, when a flight is overbooked, more guests may report than the seats available and Jet Airways may need to
deny boarding to some of the guests.
In the above 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 return, Jet Airways will offer volunteers suitable benefits or compensation, which 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 not obtained, a guest may be denied boarding on an involuntary
basis. In such cases, we will consider the Jet Airways boarding priority policy, where boarding priority may be given to guests with
disabilities, unaccompanied minors, JetPrivilege Platinum members, JetPrivilege Gold members, and factors based on class of travel
and check-in time.
Jet Airways will also arrange for the first available alternate accommodation as efficiently as possible and/or compensate eligible
passengers in accordance with existing Jet Airways policies and Department of Transportation (DOT) regulations.
If a guest on a Jet Airways operated international flight has been subjected to involuntary denied boarding, he/she will be provided
alternate accommodation on another flight, operated either by Jet Airways or another 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 compensation is 200 percent of the one-way fare to the guest’s destination or first stopover, but not to exceed
$650
Jet Airways (I) Ltd. Last updated on August 23, 2011Oversales
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 because:
The guest did not fully comply with the Jet Airways' ticketing and check-in requirements, or is not acceptable for transportation
under Jet Airways' rules and practices.
The flight is cancelled.
A smaller capacity aircraft was substituted 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 or flights that are planned to reach the final destination within one hour of
the scheduled arrival of the original flight.
Jet Airways (I) Ltd. Last updated on August 23, 2011Responsiveness to consumer complaints
Jet Airways will acknowledge receipt of each customer complaint regarding its scheduled 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 complaint.
All complaints should include the following information:
Ticket number/confirmation code
Full mailing address
Flight numbers, city pairs and dates of travel
Traveller names
Complaints sent via postal service should be sent to:
Guest Relations,
Jet Airways (India) Ltd.
Siroya Centre, Sahar Airport Road,
Andheri (East),
Mumbai - 400099, India.
Complaints via email should be sent to: guestrelations@jetairways.com.
Complaints may also be posted online on our website www.jetairways.com.
Jet Airways (I) Ltd. Last updated on August 23, 2011Delays, Cancellations and Diversions It is our endeavour to make sure that our guests reach their destination as scheduled. However there may be occasions when weather, air traffic control, operational and service reasons lead to flight disruptions. When this happens we will strive to give our guests at the airport or onboard an affected flight frequent updates regarding known delays, cancellations and diversions. When cancellations occur we will attempt to reroute our guests on our next available flight. If the delay or cancellation was caused by reasons within our control, then Jet Airways will make reasonable arrangements for meals or refreshments and, if required, overnight accommodation for guests who are not resident of the city served by that airport. In situations 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 medical 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 such a case the in-flight crew will keep the guests informed. In some extreme circumstances, the diverted flight may result in a cancellation. In such a situation 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 (I) Ltd. Last updated on August 23, 2011
Contingency plan for lengthy tarmac delays
Jet Airways complies with all U.S. Department of Transportation rules regarding lengthy tarmac delays. Our contingency plan is
intended to provide you with information regarding Jet Airways' policies and procedures for handling your travel on our airline.
In the event that a lengthy tarmac delay affects your flight at a US airport, 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
departure) or touches down (in the case of arrival) if the aircraft remains on the tarmac, unless the pilot in command determines
that safety or security considerations preclude such service.
Ensure that operable lavatory facilities remain available while the aircraft remains on the tarmac.
Ensure adequate medical attention is available, if needed.
Notify guests on-board the aircraft affected by a lengthy tarmac delay of the status of the delay every 30 minutes during the
delay, beginning 30 minutes from scheduled/revised departure time.
For international flights, allow guests the opportunity to deplane at a gate or another suitable disembarkation 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 deplane guests; or (ii) air traffic control advises
the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would
significantly disrupt airport operations.
Notify guests about the status of the delay for a flight affected by a lengthy tarmac delay every 30 minutes from the time guests
are permitted to deplane.
Provide adequate assistance and care to guests with disabilities in accordance with 14 CFR 382 and other guests with special
needs in accordance with Jet Airways 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 operating that code share flight, as specified on that partner airlines website, applies.
Jet Airways (I) Ltd. Last updated on August 23, 2011Frequent Flyer Rules
Technological innovation is an integral part of Jet Airways’ business strategy. Our focus has always been to use cutting edge
technology to enhance guest experience by implementing innovative products that will ensure a seamless customer experience.
Members of the Jet Airways JetPrivilege (frequent flyer/loyalty) program can download a JetPrivilege membership program guide
online on our website at www.jetairways.com/EN/IN/JetPrivilege/AboutJetPrivilege.aspx
Members may also view terms and conditions related to the JetPrivilege program, including restrictions associated with benefits,
embargo/blackout date applicable to reward travel or mileage usage, mileage earning and mileage expiry, cancellation policies
applicable on redemption tickets, etc. on any of the below options:
Our website www.jetairways.com
By contacting the JetPrivilege Service Centre at jetprivilege@jetairways.com
At the postal address
JetPrivilege Service Centre,
P.O. Box no. 8905,
Saki Vihar, Andheri (East),
Mumbai - 400072, India
By calling the Jet Airways reservations office at 1-877-U-FLY-JET** (1 877 835 9538)
Jet Airways (I) Ltd. Last updated on August 23, 2011Configuration of the Aircraft of your Flight Guests may request information regarding our general aircraft configuration at any time. Jet Airways offices and telephone reservations agents, upon request, are able to provide information regarding exit row seating, seating for guests with disabilities, seat configuration, average seat size and pitch. We display our seat maps of aircraft configurations on our website at www.jetairways.com/EN/IN/AboutUs/FleetInformation.aspx. Jet Airways (I) Ltd. Last updated on August 23, 2011
Optional Fees Government Taxes Taxes, fees and charges are imposed on air 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 required to pay taxes, fees and charges not already collected. Reservations and Ticketing Service Fees Fees may apply for any changes / cancellations / no-show at airport on your ticketed itinerary depending upon the type of fare purchased. Please contact your travel agent or nearest Jet Airways office. Excess Baggage Fees Excess baggage fees are chargeable if the checked baggage exceeds Jet Airways’ free checked baggage allowance. Click here to know more. Codeshare Flights Jet Airways has codeshare relationships with various international airlines whose fees may vary. For fees applicable to 9W* flights operated by carriers other than Jet Airways, please visit the operating carrier's website. Jet Airways (I) Ltd. Last updated on August 23, 2011
Customer Service Plans | August 2011 Jet Airways (I) Ltd. Last updated on August 23, 2011
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