Read about our policies. Click on the links below, to know more about a particular issue.
GENERAL POLICIES
PRIVACY AND SECURITY POLICY
SPAM POLICY
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GENERAL POLICIES
Security Check of Passengers and their Hand Baggage
As per Government of India Regulations,for security reasons, all passengers at Indian airports will be frisked and their hand baggage checked by the security staff before boarding the flight.
Missing/lost/damaged baggage
While we take utmost care that your baggage arrives in proper condition, there may be occasions when baggage may be damaged or misplaced. In such a situation the passenger should immediately report the damage / missing baggage to our ground staff on arrival, before leaving the terminal building.
Further a Property Irregularity Report (PIR) has to be filed, which will be done by the staff. The case then will be settled as per company policy. Please note that once the passenger leaves the terminal building without registering a complaint of mishandled bag, Jet Airways will not be in a position to settle the claim.
Our liability for loss to baggage is limited to INR 450 per kg on domestic flights within India and USD 20 per kg lost on international flights, unless a higher value is declared in advance and additional charges are paid. Excess valuation may not be declared on certain types of articles. We assume no liability for fragile/perishable articles or already damaged items.
Lost Ticket
In a situation where a passenger has lost an unused ticket / Miscellaneous Charges Order (MCO), a Form of Indemnity (FOI) must be filled and signed by the passenger requesting either refund or the issuance of a replacement ticket. Please note that FOI signed by travel agents or any representative on behalf of the passenger will not be accepted. In case of a domestic ticket, along with the FOI, it is also important to obtain a First Information Report (FIR) from the police station. On receipt of this information the ticket will be blacklisted to ensure that it is not misused. The refund will be processed one year from the date of issue of ticket.
Electronic Devices on Board
Many electronic devices like cassette players and lap top computers interfere with aircraft communications and radio navigation systems. Passengers are requested to refrain from using these devices during take-off and landing. The instructions of the cabin crew must be adhered to at all times.
Use of Mobile Phones on Board
The Government of India prohibits the use of Mobile Phones on board at all times.
Mobile phones when kept in "POWER ON" mode affect the radio frequency on which the navigation equipment of the aircraft works. Even when the mobile phones are not being used they continue to make low-level transmission, when the power is on. Passengers must therefore keep their mobile phones in the "POWER OFF" mode, as soon as they leave the departure terminal, until the time they enter the arrival terminal at their destination station.
Carriage of Weapons / Ammunition in Checked Baggage by passengers
According to the regulations of the Government of India and the Bureau of Civil Aviation security (BCAS) passengers are not permitted to carry weapons, including firearms and ammunition either on their person or in their hand baggage.
A passenger traveling on a domestic flight who has a valid license or authorisation may carry in his/her checked baggage a fiream and/or a limited quantity of ammunition provided this is declared in writing prior to check-in or baggage screening, whichever process is earlier. The firearm and / or ammunition must be packed according to BCAS regulations. Weapons such as knives, which do not come under the Prohibited Items list are permitted in checked baggage provided properly packed.
Live Animals
Carriage of live animals in our Boeing 737 and Airbus 330/340 aircraft is permitted only in the aircraft cargo hold provided the animal travels in an escape-proof, leak-proof container of adequate size, with ample ventilation. The container must be strong and not made of chewable material. The height of the box must be equal to the height of the animal in standing position and twice in width of the animal across.
Jet Airways policy does not permit the carriage of live animals in the cabin. "Service or assistance animals cannot be transported in the passenger cabin. They may be carried in the cargo holds of the B737 aircraft. They will be transported free of charge if accompanying a user with a disability. Carriage of Live Animals on our ATR services is not permitted, whether in the cabin or in the holds.
Pets such as dogs, cats, household birds can be carried as accompanied registered baggage, other animals must be booked as freight. On international flights into India, only pet dogs, cats and assistance animals accompanying disabled users are accepted for travel. Live animals are not accepted on other Jet Airways international flights.
Excess baggage is charged for the live animal including the weight of the container, irrespective of the Free Baggage allowance of the passenger if the animal is carried as accompanied registered baggage. If the animal is booked as cargo, the cargo rates will apply.
Carriage of Infants
In the airline industry, an infant is a passenger who has not yet reached the age of 2 years and is not required by law to occupy a passenger seat. The acceptance of infants depends on the number of life jackets and the number of oxygen masks.
An infant when traveling must be accompanied by an adult aged 18 years or older. The acceptance of an infant will be on a One to One basis i.e. one infant with one adult. Infants less than 7 days old are not allowed to travel.
Carriage of Handicapped Passengers
A passenger is considered a 'Handicapped Passenger' when his/her physical or mental condition requires individual attention not normally extended to other passengers or he/she requires assistance during boarding, disembarking and evacuating the aircraft. Wheelchair services are provided to wheelchair users. To avail of this facility the passenger has to inform our reservation staff at the time of booking and our Customer Service Staff at the airport will arrange for this assistance.
Carriage of Unaccompanied Minors
A child between the age of 5 years and 12 years traveling unescorted on a wholly domestic itinerary or between the age of 6 years and 12 years traveling alone is termed as an Unaccompanied Minor (UM). A child under 12 years is treated as an unaccompanied minor even though accompanied by a passenger who is 13 years but less than 18 years.
The parent / guardian of the child has to fill up an "Unaccompanied Minor Form" which can be collected at the time of reservation/ticketing or check-in. This form is filled in triplicate. In case the unaccompanied minor is traveling on two sectors with a change of aircraft involved, two sets of forms will have to be filled in.
We do not transfer Unaccompanied Minors where there is an overnight stay involved between connecting flights or the onward connection is from a different airport or the onward flight is on another carrier and there is more than 4 hours of transit time involved. In such cases, the unaccompanied minor must be received at the transfer point by a parent, relative or friend and handed over to the connecting carrier.
It is very important to fill up the UM form correctly with all details like address, telephone numbers, contact persons etc. at departure and destination stations. The parent / guardian of the unaccompanied minor are advised to wait until the flight has departed. This would help in the event of any delay / cancellation. We ensure that an Unaccompanied minor is not left unsupervised at any point of time.
At destination, the UM is handed over only to the person stated in the UM form. If necessary, proof of identity may be requested. In case the deputed person as stated in the form is not available, the child WILL NOT be handed over to any other person until approval is granted by the Parent/Guardian mentioned in the UM form who entrusted the child to Jet Airways at the point of origin.
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PRIVACY AND SECURITY POLICY
Effective August 31, 2007
Maintaining the privacy of your information is important to Jet Airways (India) Ltd. (“Jet Airways”). This Privacy Policy describes Jet Airways’ current policy on how we collect and use the personally identifiable information (“PII”) that you provide through jetairways.com (the “Site”). You should read the entire policy carefully. By continuing to use the Site and when you provide us information, you consent to the Privacy Policy.
On occasion, Jet Airways may revise this Privacy Policy to reflect changes in the law, Jet Airways’ privacy practices, or the features on the Site. Any changes to our use of PII will be reflected in such revised privacy policy as posted on this Site along with new effective date. Therefore, you should review the Privacy Policy periodically to remain aware of Jet Airways’ current policies and practices.
Please note that this Privacy Policy is not a contract and does not create any legal rights or obligations.
What information do we collect?
The PII we collect through the Site about you may include, but is not limited to:
- Your name, address, telephone numbers and fax numbers
- Email address
- Credit/debit card number(s), including billing address and expiration dates
- Passport number, nationality
We also collect non-PII as described below.
JetPrivilege
When you enroll in our frequent flyer program, “JetPrivilege” you provide us the following information: name, address, email address, date of birth, telephone number, business details (Company name, job title, address and contact information) .
When you enroll in “JetPrivilege” or if you are already a JetPrivilege member, you may provide information to us that enables us to create a traveler profile for you, which is optional. To create a traveler profile, you will be asked to provide any or all of the information such as your name, address, email address, date of birth, telephone number, JetPrivilege number (if you already have one), as well as information about your travel preferences, hobbies, business details (Company name, job title, address and contact information) and other preferences. You will also be asked to choose a password. Although becoming a JetPrivilege member and providing profile information makes purchasing tickets on the Site easier and allows us to provide you with special offers and promotions, you are not required to register with JetPrivilege and create a profile to use our Site to purchase tickets and make reservations.
Online Purchases
If you purchase tickets without enrolling in JetPrivilege, you provide PII such as name, credit card number, expiry date, address, email address and telephone number to us in order to complete the transaction.
Promotions & Contests
Jet Airways occasionally sponsors promotions and contests to give members the opportunity to win various prizes. We may combine PII from promotions and contests with non-PII collected through cookies and other means (described below).
Surveys
Jet Airways occasionally sponsor optional customer surveys to improve our services. In the surveys, you provide PII and answers to survey questions, both of which we may combine with data collected by cookies and through other means specified in this policy.
Automatic Collection
When you use the Site our servers may automatically collect non-PII as you browse our Site. This non-PII may include your internet protocol (IP) address, IP address of your referral site, country, language, browser type, domain name, access time and duration of your session.
Cookies
Jet Airways also collects information by using technologies and methodologies that enable tracking, such as “cookies.” Cookies are small text files that are placed on your computer when you visit our Site and are stored on your computer by your web browser. These technologies allow us to recognize your computer so that we can pre-fill data forms for you when you go to purchase tickets or display advertising that may be of interest to you.. Cookies can only be read by the domain that placed them on your computer.
As described in more detail below, you can change your browser settings to refuse to accept cookies. However, if you change your browser settings to refuse to accept cookies, we cannot tailor the Site to meet your needs to the same degree, and the Site will not automatically display information, like your JetPrivilege number, when you visit.
How do we use the PII you provide?
Jet Airways uses PII collected in conjunction with registration or purchases on our Site to complete transactions, to facilitate, payment card verification & screening, and to otherwise fulfill requests for services. We also use your PII to provide you with a more effective customer experience. In order to do this, Jet Airways may process your PII or combine it with other information that we collect or that is publicly available.
Partners, Subsidiaries and Third Parties
Jet Airways may share your PII with our partners and wholly-owned subsidiaries of Jet Airways. From time to time, we may engage third parties to process your PII on our behalf. We may also share your PII for the purpose of providing you with services, information or promotional opportunities that may be of interest to you.
When you purchase travel services or products through Jet Airways that are to be provided by another party (for example, air travel provided by another carrier, hotel accommodations, or rental car), we may be required to share your PII with such third party so that the third party can provide the services or products you requested. We may also receive PII about you from third-party providers. We make no warranty, express, implied, or otherwise as to the privacy and data security practices of the third parties referenced in this paragraph.
JetPrivilege
PII collected from JetPrivilege members is used to enroll you in JetPrivilege and ensure that you receive applicable mileage credit for travel purchases, for participating flights and other JetPrivilege partner activities/benefits. This PII is also used to communicate with you concerning your JetPrivilege account and to notify you of any special promotions for which you might be eligible. Occasionally, we may provide customer mailing lists and email addresses to reputable, carefully-screened partners or other companies whose services or products may be of interest to you.
We also use JetPrivilege profile information to perform a number of functions including 1) pre-filling certain data fields to eliminate the need for you to type the same information multiple times 2) performing certain booking functions, 3) billing you for your reservation, 4) sending you offers that may be of value, and 5) notifying you of a flight change, reservation confirmation or a special fare offering.
Emails
Jet Airways uses email addresses to deliver information relevant to our customers. The following are some examples of information or services we provide via email: mileage statements, eTickets, introduction of new JetPrivilege programs or program features, Jet Airways partner communications, Jet Airways partner promotions, special promotions for JetPrivilege members, route launches, important travel related information and updates, fare specials, reservation confirmations, surveys, and JetPrivilege account information. We may also contact you via email for a number of other administrative and marketing purposes. As a JetPrivilege member, enrollee in a contest or promotion, survey participant, or purchaser of tickets on our Site, you occasionally will receive emails about, without limitation, fare sales, special offers, new services and other noteworthy news items. Any promotional email sent to you by Jet Privilege also contains a link allowing you to opt-out of any future emails.
Surveys
Jet Airways may use PII as well as the answers you provide to survey questions in combination with information collected from cookies and through other means specified in this policy to improve our services to you. We may contract with third parties to perform surveys. We may use PII that you provide in filling out any surveys to send you information about, without limitation, contests or promotions, fare specials, and other information we feel may be of interest to you. We may also use PII derived from surveys in any of the other ways described by this Privacy Policy.
Contests and Promotions
Jet Airways uses PII you provide us in connection with any contest or promotion to notify you if you are a winner and to send you information about, without limitation, future contests and promotions, fare specials, and other information, which, we feel, may be of interest to you. We may also use PII derived from contests or promotions in any of the other ways described by this Privacy Policy.
Cookies
Cookies help establish a user session and allow our server to correctly provide Site users with the appropriate information, advertisements and services. We also use cookies to ensure that you obtain the information you request and to authenticate your authority to access the Site. If you are a registered JetPrivilege member and you elect to have the Site store your JetPrivilege number, the cookie stored on your computer will contain your JetPrivilege number. We also use cookies to track the usage of our Site in order to improve the Site according to our customers’ needs. Additionally, cookies allow us to pre-fill certain data fields with your information when you visit the Site to make a purchase, making the Site more convenient for you.
Jet Airways may enter into agreements with third party companies to serve advertisements and information to Site users. Jet Airways may use its cookies when working with these companies to provide them information regarding use of the Site or to serve you advertisements when you visit our Site. These companies may use the non-PII about your visit to make available goods and services of interest to you.
In addition, some third-party advertising technology used by Jet Airways to deliver advertisements may employ a separate cookie. This technology uses non-PII about your visits to the Site and the web sites upon which we advertise in order to serve ads to you. Web beacons on some pages of our Site, in conjunction with these advertising cookies, enable the third party advertising technology to recognize a cookie or cookies on your computer when you visit the Site, and to display advertisements that might be of interest to you when you visit the Site.
You may change the settings on your Internet browser to reject cookies at any time, but it will make your use of the Site less convenient.
Domain Names and Internet Protocol Addresses
We aggregate Non-PII such as domain names and IP addresses to measure the number of visits, average time spent on the Site, pages viewed and similar Site usage information in order to improve the Site's content and to better meet our customers’ needs and preferences.
Law Enforcement/Legal Processes/Other Uses
Jet Airways may disclose PII to comply with the law or a court order, subpoena or other legal process, as requested by a governmental or law enforcement authority. We may also disclose PII when we believe in good faith that it is in the interests of aviation security or when we believe in good faith that it is either necessary to protect our property or is otherwise necessary or advisable.
Jet Airways may also disclose PII to any entity with which it merges or to which it sells any assets.
How does Jet Airways safeguard Minors online privacy?
We do not knowingly collect PII from minors (according to applicable laws). If such minor has provided us with PII without parental or guardian consent, the parent or guardian may email us at jetprivilege@jetairways.com, and we will remove the PII and remove the concerned minor information from any promotional lists or databases.
How can you access and/or update your PII?
If you are a JetPrivilege member, you may access and/or update the PII/non-PII you provided to construct a traveler profile, by logging in using your JetPrivilege number and Password / Password Identification Number (PIN). You then can go to your profile to view and update your PII by clicking the “My Profile”/”My Preferences” link in the drop-down menu under “JetPrivilege” at the top of the page.
How do you tell Jet Airways that you don't want to be contacted for promotional purposes?
You may request to be removed from Jet Airways’ informational and promotional email subscription lists by logging in and clicking the “My Preferences” link in the drop-down menu under “JetPrivilege” at the top of the page. If you have questions about removing your name from our subscription lists, please contact us at jetprivilege@jetairways.com. Any promotional email sent to you by Jet Privilege also contains a link allowing you to opt-out of any future emails.
How does this Privacy Policy relate to other websites?
This Privacy Policy, to the extent it covers Internet use, covers only the Jet Airways Site and does not cover any other Site. While we make every effort to protect the PII you provide to us, we do not control the policies of other sites (including those we may link to) and the site owners’ use of PII you provide to them.
How do we protect the PII that you provide from unauthorized access?
To prevent unauthorized access, disclosure and improper use of your PII, and to maintain data security, we have established appropriate physical, electronic, and managerial safeguards to protect the PII we collect. These security measures include using Secure Socket Layer (SSL) that encrypts data that you transmit to the Site.
Although Jet Airways takes reasonable steps to safeguard and to prevent unauthorized access to your PII, it cannot be responsible for the acts of those who gain unauthorized access, and Jet Airways makes no warranty, express, implied, or otherwise, that we will prevent unauthorized access to your PII.
