Spice Jet Airlines — Baggage handling and Airport assistance

Address:

delhi airport

I would like to address the issues faced during our travel from Dubai to New Delhi from 30th April to 8th May. It was really a nightmare experience with your airlines and we are really disappointed . Main concern was the baggage handling. i have videos of them loading the baggage . Even with fragile mentioned they were so harsh on the handling all my perfumes were broken. other points : 1. There were 3 delays during our onward journey from dxb to del. 2. On return also there were 3 delays . Reaching Airport on 8th May at 7.18AM, we waited in the queue for 45 Minutes as only 2 counters were operational. Flight was supposed to board at 9.30 AM and we managed to reach boarding counter at 8.30 where the staff argued with us around 25 mins why the UAE residence visa was on our old passport. Such a foolish question as visa cannot be transferred on new passport until and unless Visa is renewed. After sorting this they asked for GDRFA approval which was not needed as was ruled out . We asked them how it is needed as government has ruled out this requirement. Your staff argued with us saying there are new guidelines . how the guidelines can be changed within a week of my travel. we asked them to show the guideline which they didn’t and they didn’t allow us to board the flight. They rescheduled our ticked for 4.30 pm flight and asked us to get the GDRFA first. my daughter was so sick and in begged them to at least arrange something as she was not even able to stand. Your entire staff was so rude including floor manager Ms. SEEMA. Horrible customer service. after 6 hours your staff got to know that this was not the new guidelines but if you hold 2 passports than the approval is needed. But tell us from where the passenger can get to know this rules ???????? you staff wasted 2 hours arguing why the visa was on old passport and then the new guidelines where they on their own was not sure. Disgusting. they would have asked us when your counter was verifying the documents so that at the first place we could have applied for the approval. till 4.30 we didn't get the approval and was not able to board on 8th May and we spent 12 hours at the airport with my sick daughter and no special gesture from your staff. 3. The return was rescheduled on 9th May at 4.40 pm which was again delayed for 4 hours at 8.30 pm. 4. Reaching airport and again waited 45 mins in the queue as only 2 counters were open again, your staff took more than 1 hour to get ok to board and again they have to reschedule the flight for 25 mins more as boarding was not finished. this type of experience is not acceptable and i want to claim my money . i will post this to consumer complaint site also as this was really a nightmare experience and horrible journey with my sick daughter. I logged the complaint to SpiceJet and all times they only replied GDRFA was required. they even didn’t get the pint of my complaint that the staff was not aware and from the beginning making different statement of like there are new guidelines for all passengers to apply for GDRFA whereas only for 2 passport holders it was required. than other excuse they made why UAE resident visa was on my old passport. because of all this wrong information made me miss 2 flights whereas from the beginning waiting in the que i would have applied for GDRFA. This was all physical and mental harassment and the airlines is least bothered to even give us a courtesy call. We need to claim our money back. i can provide you the proof of baggage handling as i recorded from the plane. Staff was not aware of any guidelines .