| Address: | East Delhi, Delhi |
Bagage damage report--CR/230704/2012
I had travelled from Mumbai to Delhi on flight SG-851 on Dec 10th 2012.
On reaching I found the zip of the bag was completely torn and frame bent and broken from places. Ground staff noted the complaint and took photographs of the bag. I was told some one from customer relation will call me to fix the bag and give instruction on how to get the replacement. The bag was one year old and cost was Rs9500.
I did not hear anything till 13th and I called the customer relation, where they told me that the complaint made at the airport is not sufficient as the number given to me cannot be registered in the system. I had to log the complaint over the phone and was told that I will get response in 48 hrs. Again there was no response till 19th Dec. I tried talking to customer service daily and every time I was told that someone will call me.
On 20th I got a call and the lady offered me Rs 1000 for the damage and then raised the amount to Rs 3000. I requested her to send me an email with the amount. Which never came. I send atleast 10 emails requesting them to commit the compensation number in writing. They kept saying the number given to me over the phone is final. I agreed to the Rs 3000 as I did not see the case going forward, though it was less than the cost of the bag – Rs9500.
From Dec 22nd till Jan 14th I made number of attempts thru email, phone and twitter to get the cheque, but there was not committed response from any one. Last week I got a cheque of Rs1500 with any explanation on why they are not keeping their words given on 20th Dec. I have written to them that this lesser compensation is not acceptable and returned the cheque back.
The customer service is unprofessional they make their own rules and then change them at will with keeping the customer informed.
I want to register a complaint against the spice jet for damaging the bag and recover the cost of Rs9500 which is as per the IATA rules. Was this information helpful? | 
On 27 May, while returning to Bangalore by the same airline vide Flight # SG 415, I informed the the concerned check in staff at the airport about the damage of the strolley and showed him the same. As the boarding had already started he advised me to send a mail to the airline describing the incident and register a complaint.
May I mention, my colleagues and I regularly patronize your airline’s services for our domestic travel and would thus request you to kindly look into the matter and do the needful.
An immediate action from your end would be highly appreciated.