Spice Jet Airlines — customer service and the policies

Address:

Gautam Buddh Nagar, Uttar Pradesh, 201301

I had booked tickets for my parents on 30th of november from bagdogra to delhi. However there was a death in my family of my grandfather due to which they were not able to refund. I send the death certificate of my grandfather with the same document full refund was given by the other airlines. However the policies are so weird they kept on asking me the relation id proof. The customer service team does not know how to speak with the customers they were so robotic kept on saying the same information and the email department guy who had called me by my request disconnected the call twice. Is this the kind of customer service you provide this way you all will lose your customers. I had a very bad experience.