Spice Jet Airlines — wrongly charged for excess luggage

On june 4th, 2019 i traveled from dubai to pune on a spicejet airlines flight. I had 3 pieces of luggage. A large suitcase 25 kg which i checked in, a carry on luggage 7 kg and another bag 5 kgs. During boarding, i was charged excess luggage fee in the amount of aed 300 for the 5 kgs bag. However immediately after this, at the gate the staff was asking to check in luggage for free as the flight was full and i checked in my 5 kgs bag. At this point i had only 7 kgs carry-on luggage which is within the allowance. I mentioned this to the staff and asked for a refund and they asked me to write to spicejet customer relation.

After landing i have been writing repeatedly to spicejet customer relations and nodal officer explaining the issue and asking for a refund. But they flat out refuse each time pasting a standard response saying i had excess luggage. Despite me submitting evidence in the form of gate bag tag, they are refusing to consider my request.

I seek help in resolving this issue. My carry on luggage and total checked in baggage weight was within the allowance at final boarding time and i would like a refund.