Dear Jet Airways
There are some things you just don't
do. Such as telling a passenger who has shown up with a confirmed
ticket, three whole hours ahead of an international flight, that the
flight is overbooked.
If a flight is overbooked, it is your
problem. You are in a fix and you must extricate yourself painfully,
expensively. You don't get away with it by saying: “This is the
norm. All flights on all airlines are routinely ten percent
overbooked.”
I don't know of if airlines are
'routinely' turning away passengers with a confirmed ticket, bought
weeks in advance, by citing IATA rules (which passengers are not
expected to be familiar with. I don't even believe that those are the
rules.)
But what really, really upset me was
not the nonsense about being overbooked as much as the lack of
integrity I was subjected to.
On the morning of October 26th,
2013, I showed up at the international airport in Mumbai. The lady
manning your check-in counter took a look at my printed ticket and
said, “Madam, please wait. I will call you soon.”
This was unusual but I shrugged. I
waited. She told me to sit down because it might be more than a few
minutes. I sat down, began to read. This lady did not call me, did
not even look at me, for over half an hour. Then, worried, I went up
to the counter again, and this time, she informed me that the flight
was overbooked and that I could not fly today. That I would have to
wait one day.
A whole day! Not an hour, but a whole
day!
I had never heard of such a thing, so I
told her this was ridiculous.
She began to say 'routine' 'regulation'
'mentioned on website' etc. I told her that 'Overbooking' cannot
possibly be the norm. You're supposed to place people on stand-by in
case of cancellations. That is the norm. And I was not a
stand-by passenger. How could the airline refuse to take me?
So this lady told me to go talk to her
supervisor.
I said, “No. YOU talk to your
supervisor. This is your problem. This is not my problem. I should
not have to go running about the terminal, luggage in tow, looking
for your supervisor.”
There was another gentleman passenger
at the next counter, similarly perplexed. He too had been told that
he could not fly. He said he could not possibly wait because he had
already made group bookings for a hotel in Kathmandu. He would lose
that money. Who'd compensate him?
It turned out that the airline was
actually offering him a compensation of rupees four thousand. I, of
course, had not been offered any compensation at all so far. But
still. I wanted to laugh. Could an international airline seriously
expect to get away with this sort of mess by tossing out Rs 4000?
What kind of hotel does one get around the Mumbai airport for that
amount?
The expectation, I suppose, was that
passengers will grumble and sulk but will not put up a fight. Quote
any random regulations and they will not challenge you. But I was
furious. Furious, not only at the prospect of missing a flight, being
inconvenienced for two whole days, having to cancel proffessional
commitments etc, but also at being treated shabbily.
So I said that I would not tolerate
being treated like s**t and if this flight left without me, there'd
be hell to pay.
Finally, a supervisor showed up. She
tried to placate the other gentleman with the same spiel about IATA
rules and how he'd come too late. People were being checked in on “a
first come-first served basis”, she claimed.
I said that I was there a whole hour
ago. How come I wasn't checked in? At least half a dozen passengers
approached the check-in counters and were given boarding passes
though they arrived after me.
She kept repeating that she could do
nothing, the airline could do nothing etc etc. So I began to shout.
I HATE shouting and it was one of the
first few times in my life that I deliberately raised my voice. I
said that I would sue the airline. Your supervisor said I could go
ahead.
So I said, “Great. Would you please
give that to me in writing? That I am welcome to sue Jet, and that
the management is okay with that?”
She sort of humphed, and left. I was
still shouting at nobody in particular. I found myself saying things
like I've been on enough international flights to know that this is
not how things are done. They cannot possibly tell me to turn
around and go home and come back the next day.
I shouted until I was in tears. At this
point, the lady at the counter told me that it's okay. Could she have
my passport?
She was checking me in. I was feeling
mainly relief, so I mumbled about how nothing ever gets done without
shouting and screaming, and quickly collected my boarding pass.
If that had been all, Dear Jet, I would
not have posted this note publicly. As it is, I have waited two weeks
because I wanted to think this over carefully. I was upset, but I was
also willing to forgive and forget. After all, mistakes happen.
But!
At the departure gates, I expected to
find a big crowd. Now, the flight was overbooked. Right? I was given
to understand that I was being turned away because I was one of the
last to check in. “First come, first served”, that's what
I was told.
Imagine my surprise when I saw that the
waiting area was half empty. Imagine further my surprise to see that
I was one of the first few to board the plane. I also could not help
noticing that several of those who came in much later were caucasian
passengers.
Imagine, Dear Jet, what this looks like
to me.
I'm not making any allegations yet. It
is possible those passengers had checked first. It is possible they
were in the loo, or cafe, or the shops. Maybe they were driven by
early morning shopping impulses.
Still. I'm asking you to imagine what
it looks like to someone who was told she could not board this
“overbooked” flight. It feels like a social push-around. I found
myself brooding on my appearance, my accent, trying to compare it to
those who were waved in without any fuss. Was it my desi get-up?
Shiny jootis, red-silver imamzabind, inexpensive luggage, non-NRI
accent? What?
I finally came to the conclusion that I
must have looked powerless. After all, I did sit down and wait
submissively for half an hour, just because your counter staff told
me to. If I had been less educated or less observant, I'd have waited
indefinitely.
And what then, Jet? You'd have sent me
home and never compensated me for lost time, stress, the nuisance
value and wasted work opprtunity, nor the good people who had already
spent money for bringing me to Kathmandu.
So, I decided that you need to be told
this, and you need to be told publicly. I don't want you to punish
any particular member of your staff, but I do want you to think about
how you treat passengers.
Let me tell you what else I saw.
I noticed a passenger, someone who
struggled with Hindi, asking a question. One of your staff at the
departure gate did not answer; he was bruque to the point of being
dismissive. He was polite with me. He wished me a good morning, but
he did not wish the Nepali passenger right behind me, someone who was
wearing inexpensive clothes and did not speak much Hindi.
I also noticed that although you're
doing this international flight, your flight attendants did not seem
to speak much Nepali. This is perhaps not a legal requirement, but it
ought to be. It is vital that you have one person on board who is
able to communicate safety instructions. The person sitting near the
emergency exit did not speak English or Hindi too well, and your
attendant was neither able to explain to him what would be required
nor made any attempt to get him to exchange seats with a passenger
with whom they could communicate better.
I'm not saying that you're the only
airline with a problem. But you're the airline I've flown with, and I
don't want to have to stop flying with you.
So treat this as well-meant advice.
Deal with us as paying customers upon whom your livelihood depends.
Shiny jooti-wearing women. Tired non-English speaking mothers
dragging bawling kids. Greying men with un-branded baggage. Men in
dirty synthetic fleece jackets and cheap baseball caps. All of us.
We pay your bills. Don't lie to us.
Don't mistreat us. And don't make us scream and shout to claim a
service we've already paid for.
Sincerely,