[Resolved]  Spice Jet Airlines — complaint regarding stolen iphone while travelling

Spicejet horror @flyspicejet

Spicejet [mr. Ajay sing (Chairman and managing director, spicejet] @flyspicejet

This is the worst experience i ever had in my life. A passenger spending this much money on air tickets and keeping their luggage/belongings (Check in luggage) with them (Spicejet) and we passengers are fool who think our luggage is safe and secure. Actually it’s not.

I flew from dubai on 17th november (Friday) at 12:55 pm and landed at mangalore airport dated 17th november 2017 at 06:00 pm. After all the security check as usual i was waiting for my luggage (One trolley and one trekking bag) total of 23kg luggage. I waited almost 30 minutes for my luggage and in 5 minutes gap i received my both luggage. Trolley bag was locked and trekking bag was zipped.

I went outside the airport and started my road journey. I have to travel almost 4 hours to reach my home town and once i reach home i opened my trolley bag and i found my brand new phone is missing (It was sealed) i took everything from that bag and nothing was there then i checked my trekking bag and i found my brand new phone’s empty box with charger socket inside.

At the same time i called spicejet customer care to register a complaint against this, initial feedback was like sir give us 48 hours then we will get back to you with the update. Sorry lady can’t wait for 48 hours. I requested her that i need an update by tomorrow morning 10:00am (18th november). I received a call from mr. Baljeet singh [senior executive - customer experience, spicejet ltd] at 10:12am and this guy was talking about company policy. Sorry sir i was not waiting for your call to listen your company policy. I can read it from anywhere. Then again and again he was repeating the same and he said we will investigate this case and we will be back with an update.

Company policy in short: if you lost something then you have to check your checking luggage at the airport. It means if a person is carrying 30kg luggage and after waiting for 30 minutes he/she has to check each and everything then only he/she should go out. I asked one question with mr baljeet sing that are you following the same procedure, then he didn’t answer me about this he was repeating the same thing sir, this is our company policy.

With due respect to your position and seniority i must say you are well trained. Not only you whoever is handling spicejet’s twitter account you people too.

If you lost something while traveling then you have to report this at the airport at the same time. I just want to know how a person can report to airport authority when there was nothing suspicious with the luggage. I will suggest please make it simple for passenger and while flying you people can announce that we have 2 or 3 robbers in our loading/unloading section please check your luggage while leaving the airport and if you missed to report before leaving the airport then it’s ours.

Finally after investigation i received a call from mr baljeet sing again (I received this call after multiple follow up through twitter) his response: sir we went through all the steps and we didn’t found your phone.in a single line he closed my complaint. I request him to send or share with me the complete report what you guys have done to share with me this report. Then again he came up with his company policy. I don’t know who wrote this policy but it’s not at all for the passengers. Then after my continuous request he disconnected the call, because as i said earlier he is well trained and when i asked him out of the syllabus questions he disconnected the call.
Then i received an email from the same guy mr baljeet sing with same policy which shows that don’t trust us we are robbers and cheat company. One thing came to my notice i sent one email with the subject “complaint regarding stolen iphone while traveling” and they replace stolen iphone with mobile missing.

Yes, it’s not at all one person’s job there will be multiple people involved and it’s very normal things for them and even they know passenger can’t do anything, because we have support from our higher authority and it’s a truth the way mr. Baljeet was talking with me it was clear. That they don’t want to spoil reputation of the company. If they are earning reputation after doing this then spicejet will fly high forever.

Moral:
1. Theft is the gift you get if you travel with spicejet.
Questions:
1. When you can’t keep your customers luggage safe, why the hell you provide flight service?


Spicejet’s policy: we will steal your stuff but won’t take the responsibility and compensate.
I recommend few people earlier to fly with spicejet no more blunders like this. I am gonna pass this message only : please never ever fly with spicejet. They might steal your belonging.

Regards