In July 2007, when asked by Forbes during an interview about why someone would pick his airline over the others, Jet Airways founder Naresh Goyal said, “Service is everything. I’m paying $750 per day to stay here (the Waldorf-Astoria Hotel) and there’s lousy service. I ordered my breakfast at 9 am and my breakfast never came. I went hungry. This would never happen in India. Hospitality is in our blood – to look after our guests. Even if you come from a poor family, the lady of the house will offer you tea or coffee.”
In an industry as volatile as aviation, 12 years can be a long time. Long enough for Jet Airways’s descent from being one of the most preferred airlines with offerings that matched those of top-rated international carriers to one that’s fighting for survival.
According to a report of the Directorate General of Civil Aviation (DGCA), for February 2019, Jet Airways, along with JetLite, the company’s wholly owned subsidiary, received the highest passenger complaints at 3.1 per 10,000 passengers. These complaints are over a number of issues such as fares, refunds, flight delays and cancellations, baggage handling, etc. Next on the list was Air India (domestic) with 1.5 complaints per 10,000 passengers. Read more