My written complaint – sent continuously to Spicejet since 15th June 2023 - I am yet to receive a response
I, Mrs Flavia Magdalena Dourado flew back from Dubai to India on SG 14 on 15th June 2023. At the outset, I must praise the pilot who landed very efficiently inspite of the cloudy sky.
Upon arrival in India, we were informed by the pilot that our bags could be picked up from carousel 4. I waited patiently and realised that both my checked in bags (weight 30.02 kg) had not arrived (Baggage tags 5836 and 5837). A confirmation was given to me at the airport that both my bags were not loaded at the Dubai airport. Why, may I ask ?
If I have boarded the flight, why were my bags not loaded. If there was some discrepancy with the bags, I should have been informed of the same at the Dubai airport.
As per regulations, Spicejet made me fill up a Baggage Irregularities form (Form No. 87815).
My bags were delivered to me on 17th June 2023 by an agents delivery person Mr. Jitendra Jha. (Mobile Number [protected]). In his presence, I pointed out that both bags had been secured by zip ties. Both bags had the combination locks broken n the additional small locks fitted into the zippers too were removed. My teal Skybag was cut in one place near the zipper and the rear of the bag smeared in black liquid.
In the presence of Mr. Jha I confirmed that the following items are missing from my Teal Sky bag :
Cash 4400 INR (the purse was lying open in the bag).
Lindt dark chocolates 7 nos
Needler chocolates packet had been opened
Lacoste shoes worth 269 dirhams
Two gift items - plates showcasing dubai @ 14.50 dirhams each
Two corn beef tins - 2 nos @ 12 dhs each.
I need Spicejet to answer my questions :
1. Why were my bags not loaded on the same flight that I flew in
2. If there were any discrepancies, the bags should have bee opened in my presence, not forcefully opened.
I have been continuously calling up the number given to me by the ground staff for enquiry since the next flight arrived on 16th June. (Number given was [protected]). My bags came on the 16th morning flight. Why was I not informed ? Why was I informed on the 17th late morning ?
I am making a formal complaint against Spicejet asking for compensation of Rs 50, 000/- against my delayed baggage and reimbursement for the missing items. I am also complaining very bitterly against the lax treatment of the ground staff at the airport who instead of sympathizing with us and helping us with formalities was passing snide comments. She had the audacity to tell us that we should have taken a better flight and not opted for the cheap Spicejet ticekts. Continuous calls to the airport, customs staff and to the customer help line yielded no results. I was asked to be patient. My bags would be delivered. Yes, they were delivered but not in the condition I handed them over to the check in counter.
It is the duty of the airline to hand over the bags in the same condition the bags were given to them. I am marking a copy of this email to the consumer grievances cell too, in the hope that some justice is done.
It's a shame that a reputed airline like Spicejet treats their customers without respect and cheats them out of their trivial purchases from abroad. It is the airline responsibility to ensure the baggages are protected from theft and damage.
I hope you bring the culprits to book n reimburse me my damages. I am sure the CCTV footages captured around the area at the airport will help you nab the culprits, if you are really honest and intent on doing so.
Sincerely,
Flavia Dourado.
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