Spice Jet Airlines — Check in Baggage and no compromise on excess baggage

Address:

Ernakulam, Kerala

In a competitive market Customer is King. Surely that must have been taught in MBA school to most of you. Certainly this is not the case when you book SpiceJet and travel. My flight from Madurai to Delhi with my wife and daughter started on a note where I required three premium seats. I offered to pay 3000 for it. Next I have 9 kg excess baggage and one handbaggage. Usuallly this is waived off at least if I buy premium seats. But no. I have to pay extra. I quietly pay 900 for excess baggage and. Don't take the premium seats. Now my handbaggage is oversized. They even weigh it. I tell them it's standard 22 size with size clearly showing as I bought it at a luggage shop nearby. They give me a warning saying don't bring it next time.

Sir if you operate any business this way surely it will close down. When I took my complaint to your office at Madurai airport I was told that the manager comes at 12 after my flight has left. So the security guy or in charge tells me I am harassing him as I believe such poor service would lead to the shut down of the business. He also warned me.

Had I been alone I would have ended in a fist fight. But my preganant wife and 8 year old daughter kept me at bay.

Congratulations for this great effort.

Regards

Dr Yogendra Sameer Yadav

FFNWGB

MADURAI NEW DELHI

and there replies
Greetings from SpiceJet !

This is with reference to your trailing email; please accept our sincere apologies for the inconvenience you have experienced while travelling with us SG-106 from Madurai-Delhi dated 16th Oct ‘16.

At SpiceJet, we take pride in ensuring our customer’s satisfaction and our endeavour is to give them good customer experience, unfortunately, we did not meet your expectations in this particular case.

Upon investigation of the incident, it was found that our staff requested excess baggage charges in accordance with our policy.

Further, the management is concerned to note your feedback, and same has been shared with Airport head.

Once again, we sincerely regret the inconvenience caused and hope that you will give us opportunity to serve you in future.

Thanks & Regards,
Kanika Rathee,
Dear Mr Yadav,

PNR No. : FFNWGB

Greetings from SpiceJet !

This is with reference to your trailing email regarding the travel experience dated 16th Oct'16.

Please note we have investigated for your case and on that particular day passenger having excess baggage of 9kg with huge hand baggage.

Accordingly, our staff has followed the company policy for the above case to charge for the excess baggage.

Customer feedback is always appreciated as it enables us to identify areas that may need improvement.

Despite your experience we do hope that you will give us a chance to serve you again on board.

Thanks & Regards,
Varun Bahl,
Senior Executive - Customer Experience, SpiceJet Ltd