Customer Service Plan February 2014

Transcription

1 Customer Service Plan February 2014

2 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 on the website and includes the contact information and delivery address you provided when you filed your report. Jet Airways will compensate passengers for reasonable and necessary expenses stemming from delays in baggage delivery, to the extent required by applicable international agreements. In the event your bag is lost, Jet Airways will reimburse any fee you paid us to carry that bag.

3 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, exclusive of Internet only or contracted 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. Jet Airways will inform customers inquiring about fares or making reservations through any of the foregoing sales channels that the lowest fare offered by Jet Airways may be available elsewhere, if that is the case. However, while Jet Airways endeavours to offer the lowest published / retail 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.

4 Refunds Upon receipt of all required information and documentation, Jet Airways will promptly 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 flight cancellation, less the applicable fare of used portions (if any) and any applicable service fees. If the booking is created from Point of Sale USA for travel to/from the USA is cancelled 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 card statement may not immediately reflect the refund. For purchases made with cash, check or other forms of payment, we will issue your refund within 20 days of receipt of your completed request for refund. 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. 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 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 original 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 passenger unless cash is paid by someone else. In such cases, we would require the cash receipt or nomination letter from the passenger.

5 Refunds (continued) Service charges and/or penalties are collected for some refunds, depending on the fare rules for the ticket purchased. Certain refund requests cannot be accommodated 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 Economy cabin; these may require that we verify the itinerary and class of service flown, and this can take time. 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

6 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 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. These policies are also available from Jet Airways' telephone reservations staff upon request.

7 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 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.

8 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 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.

9 Responsiveness 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 , India. Complaints via should be sent to: guestrelations@jetairways.com. Complaints may also be posted online on our website

10 Delays, Cancellations, Misconnections 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 and notifications regarding known delays, cancellations and diversions. These updates and notifications will be made available, when flight is delayed, cancelled or diverted by 30 minutes through on board announcements by operating crew, our website or upon guest enquiry to the call centre, subscription for SMS notifications, Boarding Gate and flight information display system at the airports. When cancellations or misconnections occur we will attempt to reroute our guests 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 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 will also provide timely notification to passengers of changes in travel itineraries. If such an itinerary change affects a flight that is scheduled to occur within seven days, Jet Airways will provide notification within 30 minutes after it becomes aware of the change. If such an itinerary change affects a flight that is scheduled to occur more than a week in the future, notification will be provided as soon as practical and generally no later than 48 hours after Jet Airways becomes aware of the change.

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

12 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 Transportation requirements set forth in 14 CFR section Our contingency plan is intended to provide you with information regarding Jet Airways' policies and procedures for handling your travel on our airline. Jet Airways will allocate sufficient resources to implement this plan. This plan has been coordinated with airport 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 airports. 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.

13 Contingency plan for lengthy tarmac delays (continued) 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.

14 Frequent 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 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 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 , India By calling the Jet Airways reservations office at U-FLY-JET** ( )

15 Configuration 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 aircraft configurations and location of lavatories on our website. Please click here to know more.

16 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 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. Television carriage charge Effective June 1, 2012, Jet Airways will levy a charge for carriage of television from Bangkok, Singapore, 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 respectively for carriage of television irrespective of the dimensions of the television. Effective June 15, 2012, Jet Airways will levy a charge for carriage of televisions from London. For more information, please click here

17 Optional Charges Excess Baggage Fees to / from North America Excess baggage fees are chargeable if the checked baggage exceeds Jet Airways free checked baggage allowance. Effective June 1, 2012, our excess baggage rates have been revised. The new excess baggage rates to / from North America as are below: To / from India, Bangkok, Hong Kong, Singapore, Gulf / Middle East, Dhaka, Kathmandu and Colombo Extra Piece: USD 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 one-way Economy carrier fare (Y class) To / from Brussels, London and Europe Extra Piece: 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) Oversized: USD 150 per piece For more information on the excess baggage fees, please 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 first marketing airline irrespective of the ticket issue date / validating airline. For further details, click here

18 Optional Charges (continued) Oxygen Cylinders With effect from December 26, 2011, Jet Airways will charge a nominal amount for the oxygen bottles provided on board. Charge per bottle: Flights Charge (INR) Charge (USD) Short Haul Flights (Domestic India/SAARC/Gulf) INR 3000 USD 60 Long Haul Flights INR USD 200 For more information, please click here. Weapons and Ammunitions Jet Airways will charge INR 5000 per fire arm, air gun and / or ammunition (up to 50 rounds) per guest for additional services provided during handling and carriage of fire arm, air gun or ammunition in their registered baggage on domestic sectors. On International sectors guest will be charged US $100 for the additional service provided during handling and carriage of fire arm, air gun or ammunition in their registered baggage. For more information, please click here Travel Certificate Effective February 24, 2012, a nominal fee of INR 200 will be charged per ticket, per passenger towards each Travel Certificate requested for any Jet Airways or Jet Airways Konnect flight.

19 Optional Charges (continued) Unaccompanied Minor Service Charge Please be advised that the service charge levied for carriage of Unaccompanied Minors and Young Passengers on Jet Airways and JetKonnect has been revised for bookings effective August 21, Please find below the details. Flights Charge (INR) Charge (USD) Domestic India INR 1500 USD 30 Short Haul Flights (India to SAARC/Gulf & vice versa and Kolkata Bangkok - Kolkata) INR 3000 USD 60 Long Haul Flights INR 5000 USD 100 This is applicable per direction i.e. Origin to Destination. Stopover point will be considered as destination. (Stopover: Departure from intermediate point is later than 24 hours after arrival at that point). In case of multiple stopovers in 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 operated 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 single charge for up to two children will be levied. Ticketing Transaction Fee A transaction fee of CAD 25 at Canada ticketing offices will be charged per ticket (irrespective of Point of sale), per passenger, per transaction. For more information, please click here

20 Optional Charges (continued) Credit Card Fee Please be advised that effective February 15, 2012, a Credit Card Fee of GBP 4.50 will be charged per ticket for every payment accepted by Credit Card at London ticketing offices. Credit Card fee will be Non refundable. Reissue 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 and jetkonnect.com has been revised. This non refundable fee is applicable to each guest mentioned on the eticket. 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 click here

21 Optional Charges (continued) Development Fee at Mumbai and Delhi Airport Development Fee of INR 113 for Domestic departure and INR 675 for International departure will be levied from each passenger departing from Chhatrapati Shivaji International Airport in Mumbai and Indira Gandhi International Airport (IGI) airport in Delhi. Development Fee is exempted for : Infants (Children under the age of 2) Holders of Diplomatic Passport Airline crew on duty including sky marshals and crew on board (Does not include Dead Head Crew or ground personnel) Persons traveling on official duty on aircraft operated by Indian Armed Forces Transit / Transfer passengers (up to 24 hours). 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 travelling on official duty for UN Peace Keeping Missions. User development Fee at IGI Airport Delhi The Airports Economic Regulatory Authority (AERA) has approved to levy a User Development Fee from each guest departing from and arriving into Indira Gandhi International Airport (IGI) in Delhi for sales effective May 3, 2012 and travel to / from IGI Airport on or after May 15, For more information, please click here

22 Optional Charges (continued) User development Fee at Chennai International Airport Chennai The Airports Economic 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, For tickets booked on / after October 15, 2013 for travel on / after November 16, 2013, User Development Fee will be levied for each guest departing from Chennai International Airport for international travel. For more information, please click here User development Fee at CSI Airport Mumbai The Airports Economic Regulatory Authority (AERA) has approved to levy a User Development Fee with immediate effect from each guest departing from and arriving into Chatrapati Shivaji International Airport (CSIA) in Mumbai for travel effective February 1, 2013, to / from CSI Airport. For more information, please click here User development Fee at Netaji Subhash Chandra Bose International Airport Kolkata The Airports Economic Regulatory 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, For more information, please click here eticket Reprint Charge Effective August 16, 2013, guests travelling on Jet Airways and JetKonnect flights will be charged a revised fee of INR 50 for requesting a reprint of their eticket itinerary at the airport or city offices. This charge will be applicable to all guests (except JetPrivilege Platinum members and Première guests) only for reprint / duplicate copy of the existing booking. Any additional changes to the booking will be charged as per the fare rules applicable.

23 Optional Charges (continued) 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. Air Canada Brussels Airlines Kenya Airways Thalys All Nippon Airways Etihad Airways Malaysia Airlines United Airlines American Airlines JetKonnect Qantas

24 Customer Service Plan February 2014