Jet Airways: The woes of changing a ticket online (or offline, or any means)
TL;DR1 – it was nearly impossible for me!
TL;DR2 – may be it was possible, if I had superpowers.
Let’s get into the details. I will make this quick with bullet points and try not to make this into a rant. And if you are up to reading beyond the boring facts, continue reading after the bullet-points to know how much fun it was trying to change a ticket booked on Jet Airways website.
- It all began when I tried to change the dates of a ticket I had booked on Jet Airways website.
- I went to the website, pulled out my ticket details and clicked on the nice big ‘modify’ button. I was ready to pay the fines, difference in fare, non-hidden costs, hidden costs, everything!
- What I received was a warning, stating that a ticket booked on ‘Net Banking, <Payment Type 1>, <Payment Type 2>,…’ can’t be modified on the website. It probably listed every possible mode of payment except credit cards. I had booked using Net Banking, which meant I couldn’t modify my ticket on the website (re-checking as I type, which year is this? 1982?). The warning helpfully said, I can call them, which I promptly did.
- The Jet Airways staff (let’s call her S for convenience) who picked up the phone helpfully suggested that I might as well cancel the ticket. I did not understand why she suggested so, until I realized how hard the modifications can be. When we checked the monetary benefits (or losses), it turned out that modifying a ticket would save me a few hundred rupees against cancelling and booking a new one (Either ways, I was loosing a fortune).
- I insisted that we change the existing ticket. S said ‘I have no issues’. Great!
- So we rescheduled the dates, and she mentioned the amount due. Considering that we are in 2018, and considering that I know how telephonic payments work, I kept my debit card ready (the same one associated with Net Banking payment I had initially made). I asked S to put me through IVR for making payment. I thought I was may be a minute away from getting my modified ticket. Turns out, I was counting for the chicken before the egg…
- S asks, ‘do you have your credit card ready?’. I said ‘yes,’ as a matter of fact and then I thought let me be technically correct and said ‘it’s a debit card‘. Anyway, what difference would it make as long as it can draw some money?
- S says, ‘No sir, we don’t accept debit cards’. Only credit cards are okay! I grumbled, and unwillingly took out a credit card, which I did not really want to use for this payment. Well, at least let me get this job done and move on with life. So, with the credit card out, am I a minute away from getting the modified ticket? Well, not so soon.
- Next question: ‘the card is issued by which bank?’ I thought this question was unwarranted. But remember I wanted to be done with this and move on with my beautiful life? So I gave the name. Just for your information, it was issued by one of the big private banks.
- The next thing I hear made it certain that I can’t move on with my beautiful life that easily. ‘Sir, we can’t accept credit card issued from ‘that bank”. Well, no debit cards, no other forms of payment except credit cards, and definitely not the card issued by the bank you use! S went on to provide technical reasons on why they can’t use my bank’s card etc.
- After this, I do remember asking S if we are operating in 2018. But this is all not the fault of ‘S,’ whose job is just to answer the phone and do what she is allowed to do, so I decided to take it easy (I need to quickly move on to my beautiful life, remember?) and asked her what are my options to pay. The answers were convincing enough that we are in 1982.
- I could go to the airport within the next one hour and make the payment there OR I can of course make payment using a credit card except from the one that I have.
- I did consider using my super-human powers to fly across the city and get to the airport in the next few minutes. But DGCA does not permit flying objects (and super-humans) near airports. The law-abiding good super-human that I am, I decided not to take that option. What else was left? Well, when it’s a checkmate, there are no options left. Just bow down, accept your defeat and move on in life. Precisely what I did.
Now, the Jet Airways staff on the phone was polite, professional and did her duty to the extent of her abilities. While I wasn’t exactly super-excited with the professional courtesy offered by the customer service executive, I realized there is little to gain with making an argument. I was reasonably certain that things won’t change in my favour and some CFO at Jet Airways won’t come on the line and change their systems to make things better for me. So, no arguments were made and no humans were physically hurt (either me, or S) during the making of this conversation.
But here is largely how I felt the chatter was like.
Me: I want to change the ticket. Your website isn’t letting me.
S: Of course we will do that for you. First please stand upside-down so that we can continue with this process.
Me: Umm… okay, I am not sure why, but I need this done. So I shall comply. Take this – here is a photo of me to prove that I am now standing upside down.
S: That’s good, sir. But you need to tie your legs to a rope and have the rope dangle from a hook, so some one can pull you up as needed. This is required for modifying the tickets.
Me: Sure ma’m. I comply.
S: Good, you are now on the right path, sir. Almost done. Now the next step: get yourself inside a loaded cannon. That way, if you need to be transported to the airport in a short time, we can blast you off effortlessly.
Me: Of course, sounds like fun. I am now all ready to get the changed ticket. Let’s go for it. You guys rock!
S: Alright then, what you are waiting for, put the phone down and blast yourself off to the airport, or your destination, or may be outer space, wherever. Let’s get done with this.
Me: Yayy! I am so grateful for this. Thank you very much.
To conclude with a sober note, Jet Airways was one of my preferred airline until recently. This, and a few other things I wasn’t very comfortable with (hint: look at their cancellation/change fees) have now pushed the airline much down the order. I would certainly prefer to see my life being easier than having to make the physically impossible task of reaching the airport within an hour.