Spice Jet Airlines — complaint regarding spicejet ground staff (flight sg 529)- may 26, 2024

I hope this email finds you well. I am writing to express my disappointment and frustration regarding my recent experience with SpiceJet flight SG 529 from Bangalore to Delhi on May 26, 2024.

At the time of boarding, I was informed that my cabin baggage exceeded the weight limit, and I was asked to pay ₹7200. While I understand the need for adhering to baggage policies, the manner in which this situation was handled left much to be desired. The following issues occurred:

Lack of Flexibility: Despite my willingness to adjust the weight or pay the excess charges, the ground staff were unyielding. They did not consider any alternatives and insisted on the full payment.
Rude Behavior: The ground staff, particularly an employee named Nimmy, Nasmeer and Mr. Mohammad (though I forgot his full name), was exceptionally rude. Their tone and demeanor were disrespectful, and they did not listen to my concerns.
Humiliation: I felt humiliated by the entire experience. As a frequent traveler, I have never encountered such inflexibility and disrespect from airline staff.
Customer Consideration: It was disappointing that my situation as a customer was not taken into account. I understand rules are rules, but empathy and understanding go a long way in maintaining customer satisfaction.
I am willing to pay the excess baggage charges, but I strongly urge SpiceJet to address the behavior of its employees. Such incidents tarnish the airline’s reputation and discourage passengers from choosing SpiceJet in the future.

I kindly request the following actions:

Employee Training: Conduct training sessions for ground staff to improve their communication skills and customer handling.
Feedback Mechanism: Establish a feedback mechanism where passengers can report incidents of rudeness or poor service.
Customer-Centric Approach: Encourage a customer-centric approach that prioritizes understanding and flexibility.
I will also be sharing my experience on social media platforms like Twitter and LinkedIn to raise awareness. As a loyal customer, I hope that SpiceJet takes this feedback seriously and works towards improving its services.

Attaching the boarding pass, and the receipt of excess baggage.

Thank you for your attention to this matter. I look forward to a positive resolution.