SpiceJet Airlines — false complaint against a passenger by the head of the crew

Website:

www.spicejet.com

Letter of appreciation
This is sachin shamsundar mahankale taking an opportunity to highly appreciate the efforts by the staff at the pune airport. I flew in sg51 pune to dubai scheduled at 8:00 pm and thereafter delayed due to operational reasons as per the text message i received. I reached the pune airport late and informed the spicejet staff at the counter that my mother is a paralysed patient and it takes time to help and also the traffic conditions due to metro work were very challenging to reach to the airport.
The gentlemen at the counter were so helpful in asking the immigration and accommodating me in the flight that i am really falling short of words to thank them. There were three of the men and my special thanks to all of them.
I was overwhelmed by the services offered at pune airport by spicejet staff and the lady officer at the immigration counter was very kind and humble as well. She assured me to relax and mentioned the flight is delayed. My special thanks to all people involved to help me out over there.
Thank you once again.

Letter of grievance
However, i had unpleasant experience in the same flight during travelling. The incident is only about a delay in offering me a glass of water roughly about 15 to 20 minutes of time. The delay would be fine if i were not sick. I was desperately in need of water and had some stone particles passing through the urine which was very painful. I would like to submit all the facts with an open mind and i am not making any immature statements like “i will never fly spicejet” again etc. Otherwise.
1) my name is sachin shamsundar mahankale and i flew on 6th sep 2017 flight number sg51, seat number 10e.
2) as i have mentioned my difficulty o[censored]rinating so i was desperately in need of water. I pressed the switch to draw the attention of the crew for my request and the lamp was switched on.
3) the lamp was on for more than roughly 13 minutes of time and then the head of the crew came and asked me and i requested water. He switched off the lamp and left and i waited further for some time roughly 6 to 8 minutes of time.
4) i pressed the switch again assuming he must have forgotten and it is quite likely as huge number of people are travelling in the flight.
5) the same gentleman head of the crew came back and discussed about the food order with the passenger on the seat of the row (11d, 11e or 11f) exactly behind me and pressed the switch and turned the lamp off and left without even asking me if i need something.
6) i was desperate for water due to sickness. I had consumed less amount of water for almost a week’s time. I literally felt the particles painfully emitting at the pune airport urinal where i went twice to the washroom.
7) finally, i got up from my seat 10 e a mid-seat and walked up to the two female crew members asked for water who were at the front and they gave me water which i drank standing and returned the cup in the empty tray and i mentioned “i have to wait for water for 15 – 20 minutes for water is shameful” and they had seen the head of the crew switched off the lamp and left. It is the service by the head of the crew is what i mentioned about.
8) i drank water and came back to the seat and was not wanting to cause any inconvenience to my fellow passengers even by getting up and walking out from the seat and asking for water as i was on the mid seat.
9) when i went for the urination after sometime and found the head of the crew is free and not busy with any of my fellow passengers i mentioned to him politely as to what had happened and told him that i would write a feedback. All the crew members were having meals together at the rear end there except the head of the crew.
10) i told him about i did not get water for a long time and i even told him that he switched off the lamp without even asking me and he denied doing that.
11) when i mentioned that i would write a feedback they gave me a card and he was sarcastically talking a lot. He was repeatedly saying multiple times roughly more than ten times “please go ahead sir”, “no problem sir” about me writing the feedback. He even gestured with his arms there are two hundred people sir “please go ahead sir”, “no problem sir” which implied one feedback does not make a difference to him out of two hundred people. I asked for his name and he gave me and i asked “are you from goa? And he said yes “madgaon” and i said south goa. I told him i have many friends there and travel 10 to 12 times a year over there. I was trying my best to establish common grounds so that he stops sarcasm.
12) finally, when i found him laughing and continuously saying “please go ahead sir”, “no problem sir “regarding the feedback i said to him he is being sarcastic and trying to ridicule me in front of his colleagues and he looked visibly angry. I was calm and composed all the time during my conversation with him and made sure none of my fellow passengers have any inconvenience and so i approached to the head of the crew myself and informed him about what has happened at the rear end and that too when he was free not serving anybody.
13) i even mentioned during the communication that i would write a good feedback about the tall lady (Crew member) who was very kind and offered me water around four to five times even without me asking for water. She appeared experienced and the moment she saw the lamp illuminated she came with water may be she must have noticed i am sick and need water desperately.
14) the most ironical part is that the head of the crew said during communication he would take the feedback positively and “i am like your son sir” etc. And he complained about me with something that i had never done which amounts to a frivolous complaint.
15) i never ever thought and imagined as to how a head of the crew can complain for his failures as i had mentioned him that i would write a feedback.
16) i had not called him any names or anything irrelevant but mentioned only what i noticed. I had mentioned to him that he is not apt in work.
17) when we landed i was stopped by the crew at the exit and said they had to talk to me. I was desperately wanting to use the washroom and requested to use the washroom and again the head of the crew denied me to use it. I was suffering in pain and agony due to the denial of the use of the washroom.
18) i saw the captain looking at me and visibly upset and angry with me. The captain mentioned that our crew is doing a good job and you have misbehaved with female crew members. This was a shock to me as i did not communicate a single sentence with the female crew in the entire journey and they will surely admit it and can be verified in the video recorder of the flight.
19) as he was visibly upset he said you apologize to the head of the crew and as the captain is a respectable person who had heard only one side of the story and basis which had formed an opinion, i obliged and that definitely calmed him down.
20) then i very politely said to the captain “sir there are always three sides to a story. One is my side, one is his side and one is what really happened”. So i need to tell you my side. The captain after listening this said “ok tell me” as it was a logical thing to do on his part which i appreciate. I requested him that i need the washroom very urgently and he asked the head of the crew to allow me to use the washroom. After that the head of the crew allowed me to use the washroom. Thanks to the captain or if there would have been a further delay of 10 seconds or so i would have urinated outside due to the sickness. The captain was a reasonable person and i understand his responsibilities so it is obvious he reacted to the feedback given by the head of the crew to him.
21) i used the washroom in the flight and came back but unfortunately the captain had already left and therefore could not hear my side of the story. But i found a new lady standing there and told her that i wanted to tell the captain about what had happened as he had agreed to hear me.
22) she said you can talk to me and appeared visibly upset and angry as well. Then i very politely said to the lady “ma’am there are always three sides to a story. One is my side, one is his side and one is what really happened”. She was ready to listen to me and the first thing i said was i never spoke to the female crew members in the entire journey. The head of the crew had created a fake scenario that i have misbehaved with the female crew members is what i learnt quickly as the captain had mentioned it basis the feedback by the head of the crew. I said i never spoke to them. He called one lady not the one who had given me water 4 to 5 times but the other one and asked pointing towards me “was he rude”? And she answered yes. I said “what did i say” and the head of the crew immediately after hearing my question said to her you go back and i will handle this and he sent her back. Then i asked him what did i say and he said “you said shame on you” and i took an exception to that and said i never said that but i had said much in the beginning when i was desperately requiring water about the service that i have to wait for water 15 to 20 minutes is shameful.
23) the female crew did not say that i said anytime like “shame on you” or so but it is the head of the crew because he was angry that i would write the feedback about him so he made up this story and put in in a way that i misbehaved with the female crew. How do you qualify a misbehaviour when i have not spoken a single sentence with the female crew in the entire journey? Please verify with the female crew and in the video records.
24) i did not speak even one sentence with the female crew members or any of the three subordinates of the head of the crew.
25) the lady who was waiting to know about the incident asked to apologize to the female crew member and i obliged so that it calms her down to listen to me to know my side of the story. I told the female crew member “i never said shame on you or so and even female crew did not say i said that but i apologize as you may have got it wrong”. It is important to interrogate her (Ms. Ayusha) whether she was influenced by the head of the crew because we never spoke a word with each other in the entire journey. It can be established in video records.
26) the lady who had come to enquire about what had happened said to me you write the feedback on the website if you didn’t like the service etc. I asked her is it okay if i still write as to what has happened and she said in affirmation “yes”. So i have written it.
27) after this i went home completely sad and disappointed thinking about how an indian person head of the crew falsely implicate his fellow countrymen on foreign soil. I never spoke anything to the female crew mwembers.

Important points:
1) the head of the crew disliked me writing a feedback and telling him what i noticed about the service.
2) i never ever caused any inconvenience to anybody on the flight and did not call the head of the crew to inform him but i walked myself to him and that too when he was not serving anybody.
3) i was calm and composed and did not call him names or anything irrelevant but only mentioned what i noticed. After brief conversation i told him he is being sarcastic and trying to ridicule me in front of his colleagues because he was laughing and not smiling. Please verify in the video records.
4) i did not speak even one sentence with other three crew members and as a responsible person informed the head or the manager. But he was wrong himself and did not like my writing of the feedback. I mentioned to him he is not setting a good example in front of his colleagues.
5) i never spoke anything insulting to him but only what i noticed and did not call him any names or irrelevant things.
6) not a single incorrect word was used by me. Regarding the service. I was sick expelling particulates and so needed water desperately.
7) i never spoke anything and not a single sentence to both the female crew members in the entire journey. Not even to the male crew member the subordinate.
8) i did not speak a single sentence or a single word with female crew members during my entire journey and the head of the crew complained that i have misbehaved with female crew members. Does this complain qualify? A man who did not speak anything to the female crew is accused by the head of the crew simply because he got angry with me and thought he would teach me a lesson. By doing so my feedback about him would become irrelevant. It is very obvious the captain must have made some remarks, but basis what? Only one side of the story fed to him by the head of the crew. If i were the captain, i would listen to the head of the crew as we are working together as a team and the chances of passenger being right are slim. However, it is important to note that the head of the crew himself is in question and so his words should not be taken as gospel truth but verified and the truth must be established.
9) it is obvious the captain and the other staff of spicejet would listen to the head of the crew as he is working with them and their counterpart. Therefore, the captain and the other lady staff who asked me at the exit as to what happened appeared visibly upset and asked me to apologize only after listening to one side of the story. I most humbly obliged as i knew they only heard one side of the story and are upset as the opinion had already formed.
10) the head of the crew prejudiced the mind of the people and this very immature and irresponsible on the part of a head of the crew as a manager to wrongly accuse and implicate passenger because he is more influential.
11) a gentle request to spicejet is to educate mr. Allistair to be responsible and grow up like a matured person. Learn acceptance of constructive criticism and not only verbally say “i take your feedback positively” and backstab the passenger and falsely implicate someone and be revengeful in behaviour.
12) this is my side of the story. I am not asking you to trust me but at the same time requesting you to not take mr. Allistair on face value as well. If he is head of the crew does not mean that whatever he speaks would be the gospel truth. He is a human being and can go wrong as well. Please verify and establish the facts with an open mind and in an impartial manner.
13) don’t trust me and him both equally but look out for the facts and evidences. I never spoke wrong and verify if he was sarcastic or not in your records. He switched of the lamp without asking my requirement and left.
14) the captain and the lady in dubai were reasonable people and may be must have tried not to aggravate the situation unnecessarily.in case if they have done so i thank them.
15) my gentle request to spicejet is to make sure mr. Allistair is educated and trained to handle situation with maturity and an open mind. I strongly recommend him training to hone his skills as a head of the crew. I am not asking you to initiate any action against him but to nurture his skill as the head of the crew in the areas that he is lacking in. Slapping false complaints is really very stressful and saddening. You may never understand my pain, sufferings and agony due to what he has done to me but try to establish if mr. Allistair was right in doing so.

My suggestions:
1) if head of the crew complains about a passenger, please do not jump to the conclusion only by listening to one side of the story but listen to other side as well.
2) getting upset only by listening to the head of the crew is as good as taking him on the face value. Do not forget even he is a human being and can go wrong. Please verify the facts before getting angry on the passenger.
3) ask any of your senior crew members as to how would have they had handled this kind of situation. It’s very immature and irresponsible to handle the way what the head of the crew did which means his skill to be head of the crew is a fragile skill and needs to be nurtured so that he reaches required level of maturity.
4) a person who did not speak a single sentence to the females and is being accused wrongly as misbehaving is worth questioning his vicious objectives.
5) despite this unpleasant experience looking ahead to fly spicejet again. One person’s action does not reflect on the entire staff and i have full faith that god will help you to investigate with an open mind. Specejet cannot control the actions of employees but what measures it takes after that would be important and within its control.
6) thanks and looking ahead a wonderful flying experience with spicejet in the future.