Our Ref No: BOM/CCI/ND/250211/4626373
09 March 2011
Dear Mr Tejaswy,
I refer to your emails dated February 25th, 2011 and March 6th, 2011.
It is with regret we note your unpleasant inflight experience when you traveled on flight 9W 18 of February 23rd, 2011 from Delhi to Singapore.
For our Delhi-Singapore flight, we have two meal services , the first is Hot Breakfast service and then the ‘Bar Prior to Landing’ service. Having enquired with the crew members we understand that the breakfast service commenced and completed as per the required time. The crew members commenced the beverage//bar service earlier than due to the demand for beverages on board. As per the procedure only 01 round of bar is done but the drinks are dispensed as per request of the guests.
Mr Tejaswy, we regret if the overall meal and beverage service was not to your expectations.It is indeed disappointing to receive your feedback, more so because we place extensive emphasis with Cabin Crew during training and regular preflight briefings on the correct method in attending Guests requests and serving of food and beverages, as integral service aspects.
I have shared your views with the Head of our Cabin Crew Department for an immediate remedial correction with the crew members and a close monitoring of their work performance. These will be done. On behalf of the airline, I apologise to you for this less than satisfactory service experiences that you have come across.
Of much greater concern is your perception and assure you that our staff are dedicated professionals who put in their best efforts in their service areas. We are a professional organization and our services are beyond the boundaries of nationality. We do not believe in discriminating among our guests and offer them services only with pure intention of making their travel most comfortable and pleasant one.
With regard to flight 9W 17 of December 25th, 2011 from Singapore to Delhi, we understand that the flight was diverted to Kolkata due to adverse weather conditions at Delhi (poor visibility). The flight landed at Kolkata at 0155 hrs and the flight was initially re scheduled to depart at 0800 hrs in the event the visibility would improve.
While we make all efforts to operate our flights on schedule, at times, situations beyond our control such as unfavourable weather conditions hamper our efforts to operate flights on time. This reason for the diversion was totally beyond the control of the airline and the airline is not liable for any flight disruptions or the consequential effects as a result.
Since the estimated departure was initially 0800 hrs and to minimize the inconvenience caused to guests, we understand that all guests were facilitated with the transit lounge access at the airport and were offered meals. We have nevertheless shared your concerns with our Kolkata Team for better handling of such exigencies in the future.
Mr Tejaswy, Jet Airways is a customer centric airline and we are committed to deliver high service quality, across value chain that not only meets but exceed our guest expectations. Our efforts to plug gaps in the operational environment and improve on our systems and processes shall continue without complacency.
I thank you once again for communicating with us and allowing me to address your concerns. Your support is important to us and we look forward to your continued travel on board Jet Airways.
Yours Sincerely,
Nalini D’Penha
Officer-Guest Relations
Jet Airways (India) Limited / JetLite (India) Ltd.
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