| Address: New Delhi, Delhi |
To Whomsoever It May Concern,
I have had the most horrible experience with SpiceJet. You would imagine that a company that is on the brink of closure would try and salvage some of its reputation, but that certainly doesn't seem to be the case.
On 13th October 2014 My husband and I booked 2 return tickets from Delhi to Goa on the SpiceJet website, leaving on the 26th of December, 2014 and returning on the 29th of December, 2014. We paid INR 37, 378 for the tickets and the amount was deducted from our account immediately.
We never received any email confirmation of the tickets (or ANY intimation whatsoever from SpiceJet thereafter) and around 10 days ago, I finally decided to try follow up. It was clearly our fault for thinking we could rely on the company and trusting that our tickets would actually come through.
After roughly 10 calls to the customer service center (when I spent cumulatively more than 1.5 hours on the hold to GET to a customer agent, without success), I finally tried submitting requests via email as well as via the form on the SpiceJet website. Of course, I received no replies.
After trying for the umpteenth time, we finally managed to get through to two customer service people today [Naina Kapoor and Ritika]. They informed us that our reservation was for 26th-29th November, not December. Clearly, since they have no record of any email ever being sent out to us, there is literally no way to figure out whether it was actually an error made by us (which is highly doubtful since we are both extremely careful about these things) or a system error, or merely a fabrication on the part of SpiceJet. All that these two women did was put us on hold repeatedly, after which we were told to "write to the CR dept".
On asking to speak to the supervisor (REPEATEDLY) -- some mythical gentleman by the name of Mr. Ashok Kumar --- we were informed that the call was NOT TRANSFERABLE (in a CALL CENTER, mind you, calls are apparently not transferable!). They refused to provide any direct contact details for this supposed supervisor. And when asked for their Agent IDs, both these people refused to provide them as well.
Finally, after about 45 minutes of being put on hold repeatedly (with tempers flaring on both sides), the calls were cut by the agents in question. The irony is that I don't think these idiotic call center respondents even realize that when they cut the call, the system takes you to a point where it asks you to enter an Agent ID!
To summarize, the whole experience has been beyond terrible. I realize that since SpiceJet is going down the drain, you want to maximize on your revenues... but why make money off the people like us who have been patrons of the airline? And the quality of "customer service", as you call it, is simply abysmal.
Not only do we feel extremely cheated because our money is lost, its also the inexcusable rudeness of the SpiceJet people that is so very disheartening.
Of course, I fully expect that nothing will come of me writing this. But I felt it was needed.
Honestly, I see why the airline is drowning. And it is well deserved indeed.
Never again SpiceJet, never again.
Riti.
Aug 14, 2020
Complaint marked as Resolved 
I've booked a ticket from Hyderabad to New Delhi on 01-Dec at evening flight (around 1.15PM) for my brother. He got notified that, the flight is been cancelled and ticket charges will be refunded within 1 week. But, till date I haven't got any information regarding the refund amount. Flight no: SG 108 Passenger Name: S S S Kartikeya Booking ticket PNR: SD5MVK
Please do the needful.
Thanks in advance