Spice Jet Limited — Irresponsible behaviour of airline staff

Address:

Mumbai City, Maharashtra

COPY OF THE MAIL SENT TO THE SPICEJET

I had booked a spicejet flight from Bangalore to Surat schedule for 18/8/2013. The flight was a one hop flight with stop over in Mumbai for two and a half hours on the same day. It was scheduled to leave Bangalore at 3.30 pm on 18th August, reach Mumbai at 5.00 pm same day and the connecting flight at 7.30 pm from Mumbai to surat on 18th August only.
FLIGHT DETAILS -
PNR NO - A5WJWM
NAME - NAWAL KISHORE SINGH
FLIGHT NO - SG-110 BLR TO BOM ( DEPARTS 15.35, ARRIVAL 17.15 )
FLIGHT NO - SG-152 BOM TO STV ( DEPARTS 19.20 ARRIVAL 20.15 )

I had booked this flight(ON THE AIRLINE SITE) for my father who is 64 years old, and had leg injury just a month ago. When he reached Bangalore airport, he came to know that his flight from Bangalore to Mumbai was delayed by 3 hours and departed at 18.20 hrs.
I had called up the SPICE JET Call Center and told them the current situation and they confirmed that connecting flight via Mumbai to Surat will be taken care the same day and the Spice jet ground staff in Mumbai will ensure he gets to board the flight and reach Surat in time on 18th August itself. When he reached Mumbai airport at 8.00 pm, he got to know that the Surat bound flight had already taken off from Mumbai.

When he spoke to the Spice jet ground staff, they refused to comment anything,also they started to give vague replies that your ticket has been booked by agent, without even checking the same. They just kept refusing to speak anything. They also refused to let the passenger talk to spicejet officials. They just said that no officer is available on duty, and kept the passenger going from one window to another and they treated him very badly. With the leg injury also, he had to keep walking from one counter to another and still not get any help or sensible response form anyone.

Finally when i spoke to the Spice jet call centre agent again in the night at 10 pm. they said, spicejet official is available on the airport and they just kept prolonging the call.They said they can book the passenger on the next day flight, to which we said yes but again they refused to arrange for the accommodation. Finally when the passenger asked to arrange the alternate transport to which also the ground staff simply refused. After being tossed at the airport for the 2.5 hours the passenger, frustrated, tired and in agony left the airport on their own to arrange their own transport. The ordeal doesn't end here, when the passenger went to the borivali station he had to climb the stairs there while going from one platform to another, he was experiencing terrible pain in his leg. He had to wait another for another hour in hot and humid weather before boarding the over crowded general class and had to stand another for 4 hours while travelling to surat.

The reason we had booked the flight from banglore to surat was to avoid the train journey and it seems that we had done was a blunder.

Now we want you to kindly explain the procedure which your airlines follows in this circumstances.
Your airline not only was un helpful to a senior citizen but also harrased him as mentioned above and refused to give any kind of help.
It is unfortunate that it has come to this and i am forced to take actions and complain to the concerned forums and make public the airlines hostile and irresponsible nature.

Regards,
Hemendra N Singh
[protected]