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Nairobian Defender: Jambojet finally refunds James Gakuo his Sh22,000


James Gakuo wrote:

Dear Defender,

Please help me with this issue. I have been chasing my refund from Jambojet following a botched flight from Ukunda, but with no help forthcoming, despite numerous phone calls to the airline.

I talked to a lady called Julia on phone. The lady asked me to send an email, but was rather rude. I wondered why I had to email, yet I had been told the previous week that my money was being processed. Please help me get my refund. My flight details are A6pnjw.

Steps taken by the defender

The Nairobian Defender took up the issue and contacted Jambojet. Below is an email response Jambojet sent us plus the refund transaction details.

Apology to James Gakuo

Dear James

Thank you for your feedback about your travel experience with Jambojet. We regret that we have given you a reason to be disappointed with our services. Further to our acknowledgement, we ask you to be assured that our delay in responding by no means implies a lack of concern over the matter you raised.

As a customer-focused airline, it is always our priority to meet our customers’ expectations and we regret that this aim was not achieved. We apologise sincerely for the disruption of your travel plans due to the flight delay in Ukunda. We assure you that we do not cancel or reschedule our flights intentionally to inconvenience our customers. However, in some cases, due to operational or technical constraints beyond our control; some flights can be disrupted.

On the said date, the flight was delayed at the last minute due to a technical hitch that had to be rectified to avoid compromising the safety of our customers. We sincerely apologise for this, as the tech (sic) on this day was inevitable and the inconvenience you experienced is very much regretted.

If the attitude of our staff was lacking in any way, this is very much regretted and we offer an apology. We appreciate your writing to us about this matter, as it gives the opportunity to improve our service. The matter raised in your email has certainly been relayed to the responsible management and has their attention and concern: such complaints about incidents that have arisen are taken seriously and given the attention they warrant.

We would however like to assure you of our continued commitment to delivering on time performance and exemplary customer service. We regrettably realise that your experience was not characteristic of the service we take pride in as an airline.

Rest assured we are continuously learning from the feedback given by our stakeholders like you, and it will help us improve our services going forward. We do trust that your future contacts with our airline will reassure you of this.

We have refunded an amount of Sh22,440, see the transaction below, and once again our sincere apologies for the delay.

Mary Mwangi,

Customer Experience, Jambo Jet.

The Nairobian Defender takes this opportunity to thank the airline for its quick response and resolving the matter.

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