Good evening - I am a frequent travel was since 1991 when even Spice Jet was not even heard, have been travelling with Spice Jet recently for five years.
My Flight details - SG8723 - 21st June[protected]hrs boarding - Newdelhi to Mumbai
Passenger - Umashankar Bathina - Father and Ms Mithila Bathina - Daughter.
Point 1 - Checked in and at the counter the lady was helpful, as i had lost my voice i would not communicate properly but i managed with my daughter to tell her we need Priority baggage and we paid an extra amount of Rs 2400/- in total.She gave us seat numbers 7B and 7C with meals to be provided and extra leg space.
Point 2 - We boarded the aircraft and settled ourselves to our seat, my daughter though was disappointed as she requested a window seat but would not get one - ( Please note Seat 7A was window seat and also was occupied by another male passenger)
Point 3 - Daughter was feeling a bit cold as the AC flow was directly on her, i tried to rotate or close it but was not so successful so i pressed the call hostess button.
Point 4 - The hostess eventually started serving meals and came to our row, she started serving 7D, 7E, 7F so i patiently waited for her to serve us, then she noticed the call button of hostess was still on and i explained to her that if possible to turn off in my sign language as well as my daughter spoke.
Her reply was "You have to only rotate and i shall check later" which never ever came.
Point 5 - She her name was ( Manisana ) looked at me and said " Mr Umashankar Bathina",
I just nodded - yes, she said "Your seat is 7A and 7B, you should not change the seats" - Now this is absolutely very rude not to ask even the boarding pass to check.
Next she said - you have a complimentary vegetarian breakfast for two,
She served us and handed us the tray one by one.
My daughter was in the middle seat and me on the aisle seat.
She then gave me two packets of cookies with one tissue and it seems i had to give one packet to my daughter so i asked her another piece of tissue,
She replied " You have tissues in the cutlery set" - Wow what an reply - totally unacceptable.But she did mentioned she will give but it did not materialized.
Then she asked both o[censored]s " Any water or packet juices" not mentioning anything about hot beverages ( Seriously) for which my daughter replied - Do you have any coffee?
She said " We have Masala Chai"Please note this was not suggested to us when she gave us choices of beverages as i believe she was taking the shortcut method of finishing the service fast and moving on - so with no choices we had to drink Masala chai even though would have loved coffee even if we had to pay a bit extra.
There was no choices given to us during this time of service of breakfast for hot beverages.Is this service or is this just a routine job.
No smile - No passion for service - No courtesy to say " Certainly sir i shall look into the matter of the AC flow" for which my daughter had to suffer throughout the flight shivering,
She never came back -
Now the question is
Is this service acceptable - ( No extra paper napkin given)
No smile-
No empathy ( AC Flow)
No service culture
No courteous reply
No hot beverages offered or suggested
You ( Manisana) are you a brand ambassador of Spice Jet - ( Jerome Joseph is a good friend of mine and i shall relate this incident to him) He is a trainer in Brand Service.( world wide) check it out in Linked In
Now as part of customer service i am sure i shall get a letter of apology saying we are extremely sorry and so on but this is not at all acceptable.
One dissatisfied customer is equivalent to a figure you will not expect as am also in Hospitality industry.
Thank you very much,
Umashankar Bathina
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