How Jet Airways treat its customers

My in-laws were travelling from Delhi to Singapore on 7^th August 2017. My father in law is 68 years old and both in laws were travelling outside India very first time. They had valid entry visa to Singapore. They reached the airport on schedule but Jet Airways denied to issue the boarding pass to them, stating that there they are not having return ticket as marked in the visa.

I am based in Singapore and my in laws were travelling on my invite. First I tried to talk to the person at the boarding pass issuing deck but he denied to talk to me. Then I called customer care of Jet Airways, the lady at the customer care asked me to take Jet airways agent at boarding pass counter on conference line. After a lot of effort finally the guy came in conference call.

The customer care agent told on the call that there is no such restriction for Singapore travel regarding “must have return ticket”, but still the person didn’t obelize. She kept on stating that to the person and even bought her senior on the line but boarding pass agent didn’t budge.

His argument was “visa have this statement that visitor must have return ticket”, but visa also has the statement that “visitor must have enough balance in bank”. So the boarding pass agent must ask for bank statement also, I am not able to understand the logic.

My mother travelled more than 10 times via Indian Airlines and Singapore Airlines, but nobody asked “return ticket” or can say never harassed my mother just to earn petty money.

She travelled with me on Jet Airways also, but I think that time boarding agent didn’t harass it because I was with her. I think boarding pass issuing agents vulture out only senior citizens whom they can put in panic and get some ransom.

I called Indian consulate in Singapore, according to them checking return ticket is not part of airline but the immigration agent. Airline cannot stop issuing boarding pass for such logic for Singapore, because Singapore immigration have many sub-laws and they treat each case individually. Even after that boarding agent was not ready to listen.

The consequence was, my sister-in-law bought counter ticket for 30 days in future, which cost INR 50,000. Whereas same ticket was available online for less than INR 25,000. Then she cancelled it by paying INR12,000 as cancellation fee. The ticket cannot be cancelled online so she had to travel back to airport next day just to cancel the ticket. Then the refund was not fast and not received even after 20 days.

Question: Jet Airways can increase ticket fare directly rather than pick and abuse senior citizens who are travelling alone just to earn some petty money.