Spice Jet Airlines — Horrible Service and Mental Harassment

Address:

Pune, Maharashtra

I have experienced poor customer service in the past too, but this one has gotten me so furious that I have decided to take a legal action against the airline. My mother who injured her foot a couple of days ago was highly unfortunate to travel through Spice Jet today (Pune to Srinagar). Because of her health, we spoke to Spice Jet Customer Service several times to confirm if the luggage was directly being transferred to the destination. They confirmed that since she was boarding a connecting flight, she would not need to collect the baggage in Delhi; It would be transferred to the destination by the airline. Despite multiple confirmation calls, she was forced to collect her luggage in Delhi. She could barely walk with the luggage and had to seek help from strangers. Things were still ok until she was asked to pay for her baggage - which was lesser than the baggage allowance of the airline. She told the airport staff (Spice Jet Front Desk executives) that the Pune airport staff told her that the check in baggage was 14.7 kgs and the cabin baggage was less than 7 kgs but they refused to listen. They told her that if she didn't pay, they would not let her board the flight and she would need to sleep at the airport. BEAT THAT! The CCTV and the co passengers are a witness to this. When my mom told them that she would complain against them, they said they don't care and she could go to whoever she wants. I spoke to their Customer Care Executives who said they cannot do anything. Wrote to their Nodal Officer and Appellate but was disappointed to see an Auto Response saying 'my complaint would be addressed after 24 hours' probably after my mum has spent a day or two at the airport of a city where she does not know anyone. My mother who was dying of pain was so harassed that she gave in and paid the money. BUT I REFUSE TO STAY QUIET. And I request your support. Join me in spreading this so that the airline learns its lesson. P.S. Forgot to mention the flight delays !!!