Customer service with Jazeera...

The pandemic caused major disruption in everyones travel habits.

Personally I hadn't travelled out of Kuwait since Q3 2019. But thankfully since the travel guidelines normalized in 2022, I decided to take my family out on a short trip to Jordan.

If my memory serves me right this was the first time in 5 years that i chose to travel with Jazeera airways. Long story short.

I booked my tickets to travel by Jazeera, departing to Amman on 26th May and return on 31st May.

Booking process on jazeera website seemed smooth as any other online ticketing site.

Fast forward to the day of departure. I booked a careem to drop us to the airport at 4.30 a.m in the morning and to my bad luck, when i woke up and got ready to leave, there wasn't a driver who accepted the booking. Hence i decided to take my car and leave it at JAZEERA AIRWAY PARK AND FLY.

Since I had read a-lot about park and fly, I was keen to experience this service. When i checked their website, they had clearly mentioned that "Drive your car to our dedicated Park & Fly station at Jazeera Terminal 5 (T5) car park floor 2A and you can be rest assured that it will be in safe hands during your trip." Hence I did exactly that. Offloaded our luggage from the car and the porter said you need to go to the ground floor and checkin there.

All formalities completed, we travelled to amman. Pleasant journey, friendly staff.

On the 31st we returned back to Kuwait after a 1200 KM road trip around the beautiful Kingdom of Jordan. We reached our car and got the surprise of our life while exiting the parking.

Park and fly advertisement on the jazeera airways website stated that it is 3 KD per day, and hence I was expecting a 18 KD parking bill. But I was informed by the cashier that the bill was 55 KD instead. After the conversation with the toll man, and the security manager, i was told that I need to pay the full amount and I can raise the issue with the Head office.

First of all, i was tired from the journey and to add up to that, the experience while exiting the parking lot was literally disasters. I WAS FURIOUS.

Since it was almost 2 a.m. I decided to just pay the amount and figured I would deal with it later.

I returned back to work on the 1st of June and had an extremely busy day, so i wasn't able to visit the Jazeera office, hence I called their customer service. They straight out said that its my fault and my miss-understanding and they can't do anything about it. I was shocked that the customer support team had 0 scene of troubleshooting and understanding the issue. Hence i reported the matter via email and started a discussion on reddit.

Emails were as bad if not worse than the phone call experience with their support. They just abruptly ended the conversation stating "Please note that for further assistance you can visit our Customer Relation department."

On the other hand, The reddit conversation picked traction and a "social media influencer" decided to report it to Jazeera airways social media team. This got Jazeera airways team to literally take down the page from their website.

Now the customer support team directly state that there was no such page on the site or thats an old page which was never there in recent times.

So on the 2nd June, I decided to visit the Jazeera Airways office. This is when I met this gentleman Mr. Loay Hassan (customer relation officer) who I would consider as one of the assets of Jazeera Airways team. He took the time to listen to the problem, although a little hesitant to accept in the begin, once i showed him the screen shots I had documented and shared my experience he immediately escalated the matter. Meanwhile Mr. Mohammed (Senior Manager) too joined us on this matter and after and in-depth discussion, they agreed to raise a complaint, and let me know what the end result was.

Honestly, I wasn't too bothered about the parking fee in comparison to how furious I was about the Jazeera help desk (email), telephone customer service and the team at the parking lot who were adamant to blame it on my misunderstanding.

Had the opportunity to briefly meet a long lost friend, Mr. Nibin Joseph, who is the learning and development manager at Jazeera Airways, who too assured that the concerned team would look into this matter.

Fast forward to June 12th, 2022. I get a call from Mr. Loay, stating that their team had investigated on the matter and agreed to refund the difference amount incurred in comparison to park and fly.

I must say, Mr. Loay, Mr. Mohammed, and Mr. Nibin, did an extremely great job at understanding what the issue was and resolving it.

But I still have a question, was it really my misunderstanding or was it the issue with a slacker in the copywriting department. Either ways. these 3 men re instated the reputation of Jazeera Airways customer service.

Respect and Thanks

Harrison Monteiro