Spice Jet Airlines — Spicejet flight delay

Address:	Ranga Reddy, Andhra Pradesh, 500046
Website:	spicejet.com

On 2nd october 2016 i along with my 5 year old twin boys were taking a spice jet flight sg 126 from hyderabad to delhi which was scheduled to depart at 9:30 pm. We reached the airport well in advance as the norms ask us to be there 2 hours before time. We checked in and were told that the flight is delayed and will take off at 11:40 pm. The call center lady who called said that there was a technical issue. When pressed for the issue they said that the flight was coming from pune and the run way was closed and they had got to know about the same two hours earlier. When asked why it was not informed earlier she said she is the only one calling and there are 125 passengers to be called. I asked to speak to her supervisor or some one higher up. When they came online i told them that as i am traveling with two small children the 5 hours wait will be too long and requested them to provide some lounge facility or to shift me to any alternate flight to which i was told that they are sorry as they are low cost airlines they have not tie up with lounge and can not do anything for me. They can however provide food to me and i was assured that they will provide a place for me and the children to sit where we can be comfortable.. However the fact was that no place was provided, no food or water provided and no announcements were made when the flight was delayed further. The ground staff was rude and insensitive to the needs and when asked about the food and water at 11:30 pm they vaguely pointed to one direction. The attitude was go eat if you want
This is what i feel should be done in such situations
A) offer a lounge of some other facility to the passengers who require it the most (Elderly people, mothers with young children)
B) airlines in such cases should find the availability in the other carriers and make alternative arrangements.
C) the announcements should be made in such cases as airlines can not assume that all passengers are waiting in the same area (As assumed by spice jet)
D) please provide training to the ground staff to behave properly in these situations and not make the people feel as if they are doing a great service to the client
It was a harrowing experience for myself as well as my children. I saw many people with children as young as couple of months old silently suffering. I also met a lady who told me that her brother had met with an accident and was critical so she had to go to delhi at any cost. Each one o[censored]s had our personal reasons to take the flight at that time, however it turned out to be one of the most horrible experience till date.