Jet Airways – service in handling of delays leaves a lot to be desired
History and recent development
Jet Airways is India’s second largest airline – after Air India – and the largest private airline, both in terms of passengers carried and market shares. It was founded in 1993 by billionaire Naresh Goyal, who currently controls the majority of shares through ownership of the airline’s mother company, Tailwinds. In 1994, the airline was offered to apply for scheduled air services, which it accepted in 1995. Jet Airways quickly grew in size, and in 2008 the company formed an alliance with its biggest rival, Kingfisher Airlines. Despite experiencing difficulties due to several factors, Jet Airways eventually obtained the necessary clearance for serving U.S. airports in 2006. In 2008, Jet Airways encountered financial difficulties, resulting in the lay-off of some 1,900 employees. After focusing on cost reduction and a solid route network, the company is now making a profit for the first time since the Rupee depreciation in the 1990s. Jet Airways also fully owns the low-cost carrier JetKonnect. In October 2013, after long consultations, Etihad Airways bought 24% of Jet Airways.
Jet Airways serves a total of 69 destinations; 20 international and 49 domestic destinations in India. The airline’s main hub is Mumbai’s Chhatrapati Shivaji International Airport (BOM), with secondary hubs in Chennai (MAA), Delhi (DEL) and Brussels (BRU), the latter serving as a hub to Toronto (YYZ) and Newark (EWR). Toronto and Newark are the only North American destinations served by the airline, and – besides Brussels and London (LHR), which are served directly from Delhi – the only non-Asian destinations in the route network of Jet Airways. The international network focuses on the Arabian Peninsula including major business destinations Dubai (DXB) and Abu Dhabi (AUH) as well as Kuwait (KWU), Riyadh (RUH) and Bahrain (BAH). The Jet Airways fleet currently consists of 100 aircrafts, most of them Boeing 737-800s, with an average fleet age of 5.4 years.
Services and quality of service
On SKYTRAX, Jet Airways has a rating of three stars. On long-haul flights, this rating is above average in both first and business classes. Despite this relatively solid rating, customers are critical of the airline’s performance, primarily regarding service. Passengers note that both the inflight and the general customer service can be rather weak by the airline. The food is also criticised for its lack of quality at times, but overall is viewed as average. The inflight entertainment is described as being outdated, since it does not offer individual screens onboard all aircrafts. The seat comfort is average, at times it is noted that the leg room and width of the seat could be increased to heighten the overall comfort, especially on long-haul flights.
Hassle with delays are to be expected flying Jet Airways
While the number of cancelled flights is average with a cancellation quota of 2% on the twenty most active routes in a two month period (mid-August to mid-October 2013), the number of delays is rather high. With an on-time performance of 76%, and thus 24% delayed or cancelled flights, the delay rating of Jet Airways is three stars on FlightStats . Of all flights delayed, 11% are delayed by less than 30 minutes, but 6% are excessively delayed by more than 45 minutes. In reviews customers frequently report delays, but rarely experiences with cancellations. They note that the service concerning delays and cancellations is rather poor, this being in line with the general description of Jet Airways’ customer service as “unprofessional”. Therefore, passengers flying Jet Airways can expect some hassle when it comes to delays – which is not a rare case flying this airline.
If you have experienced delays or cancellations with Jet Airways, click below to check how much compensation you may be able to claim!