This is with reference to my Spicejet booking ID : W4KPDA

Background of the complaint :

I have booked flight from Jammu to Hyderabad which was scheduled to depart from Jammu to Delhi on 27th Nov’10 at 1PM (SG 852) & from Delhi to Hyderabad at 3:45PM (SG 837). On 22nd Nov I received SMS from Spicejet stating that SG 837 is cancelled.

I have called up the customer care centre on 22nd Nov’10 & rescheduled the booking from Delhi to Hyderabad in SG 221 which was scheduled to depart at 3:35PM. It was also confirmed by the Spicejet customer care executive that the booking id will remain same & I will be given boarding pass of the connecting flight on Jammu airport.
On 27th Nov’10

1. It was a total chaos at spicejet counter & it took 45 mins to get the boarding pass, main reason for the delay was the interference of the 3rd party agents at the airport who were charging Rs.100 for getting all the baggage screening & boarding pass done. Literally it was looking as if everyone is standing outside a theatre & fighting for cinema tickets.

2. Though I was having the ticket from Jammu to Hyderabad, I was issued boarding pass for only Jammu to Delhi. Reason given by Spicejet executive : “We are facing system issues, hence we cannot issue ticket till Hyderabad”.

3. SG 852 was delayed by 30mins & took-off at 1:30PM from Jammu & landed in Delhi at 2:45PM. Reason for delay - Most of the passengers were not aware/informed that they have to again verify their luggage after taking the boarding pass.

4. It took 15mins to board the bus & reach the Spicejet counter at Delhi airport & get the boarding pass for SG 221. At 3PM, I was not issued the boarding pass stating the counter is closed 45mins before the flight departure.

5. I was given boarding pass of SG 839 which was scheduled to depart at 7:15PM but it departed at 00:45 AM in the midnight. I reached home next day at 4:30AM.

On the Spicejet website, there is a caption of “India’s most preferred Airline”. If this is the kind of service given to the customers, then it can never become a preferred airline. I have to wait for 10hrs at the Delhi Airport just because of the mistake of Spicejet management.

1st Mistake – Boarding pass of connecting flight was not issued on Jammu airport.
What India's Preferred Airline should do : Prepare a manual ticket or inform the counter part in Delhi to get the boarding pass ready & handover the same to the passenger once he board the bus for 2nd flight.

2nd Mistake – Flight from Jammu was delayed by 30mins just b'coz there were many luggage which were unidentified.
What India's Preferred Airline should do : Inform the passengers about the change in security process at the time of issuing the boarding pass.

3rd Mistake – I was late only by 10mins to reach the counter at Delhi airport but still boarding pass was not issued.
What India's Preferred Airline should do : Pls. try & understand the background of the case before saying NO to the customer.

4th Mistake – Spicejet staff was aware that SG 239 flight is delayed & will take off in the mid night but still I was issued a ticket for the flight which was after 10hrs.
What India's Preferred Airline should do : Tie up with other Airline & accommodate the passenger in the next earliest flight.

5th Mistake – I have to sit in the security check area for 10hrs without any refreshments offered by Spicejet staff.
What India's Preferred Airline should do : If the waiting time is very high then the Airline should make arrangements for the passengers so that they can rest for sometime & also provide lunch/dinner.

Pls. understand that the main objective of spending huge money on flight tickets is saving time & have a comfortable journey. Pls. respect the time & money of the passengers.

Thanks & Regards
Nitin Gogia
Mumbai