Spice Jet Airlines — denied/delayed cancellation of flight and reimbursement

Address:

122016

I have booked flight sg 2647 jabalpur-mumbai march 14, 2018 for two people as part of a tourist visit to india.
I became very ill and had to cancel the whole trip. I wrote to spicecet on feb.20 informing this matter, asking them to cancel the flight. Online cancellation is not possible without app, which i do not have.
They replied on feb. 21, asking for a medical report. I sent this on feb 22 (Confirmation of my doctor that i am to ill to travel). No reply on this. I did not worry, as they told me that cancellation is possible until two hours before flight.

After departure of the flight, they finally answered (With a copy of my mail attached, so they have received the medical report) that i did not cancel in time and had to cover the full cost.

All correspondence was with the same person:

Niharika singh,
Senior executive - customer experience, spicejet ltd
319 | udyog vihar | phase iv | gurgaon - 122016| india
E-mail : [protected]@spicejet.com