Shri Ajit K.Mathur
10, Oscar Apartments, 17th Road Khar,
Mumbai - 400 052.
Respected Sir,
Subject: Spice Jet no more a Safe Airlines for Passengers. Loss of
missing Articles valued at Rs 1Lac.
I have been compelled to write to you to bring to your kind notice for the Safety of my Fellow Passengers that travelling by Spice Jet Flight is no more Safe & that stern action should be taken against Spice Jet Airlines since innumerable cases are taking place regarding missing of Articles when we board the Flight and One such incident took place with my Daughter Kanika Mathur & my Wife Rajni Mathur travelling by Flight Nos:SG118 to Delhi on 29th April, 2009 at 9.15pm.
They checked in with 3 Bags at Mumbai Airport and since the Flight was late they reached Delhi at around 11.40pm and they were in for a rude shock to find to their utter surprise that One Polo Bag was missing out of the 3 Bags loaded .
Moreover they had a harrowing time at the Airport as no One was prepared to lodge the complaint. Ultimately after a great deal of ordeal they were able to Lodge the Complaint with Spice Jet Official after undergoing through severe, anxiety, tension, hardship & trauma being Ladies that too at dead of Night for no fault of theirs but on account of negligence, carelessness & mishandling of Luggage by the Spice Jet Staff.
After considerable persuassion & follow up the missing Bag was delivered at 2/2, Kalkaji Extension, Delhi next morning ie the 30th at around 11pm and my Daughter 'Kanika Mathur- Asst Global Brand Manager -Unilever' was for an another rude shock finding that the seal of the Bag was broken & the New Polo Bag was in improper condition & shape and to her utter surprise found the following items missing from the Bag:
1. Six Designer Sarees with Blouse & Peticoats. 2. Two Salwar Kameez 3. Cosmetic Bag containg 2 costly Perfumes, lipsticks, Shampoo etc; 3. Two Nighties. 4. 2 Copper Mugs etc.
It is also surprising to note that Lawrence -Loader of Spice Jet when questioned pleaded ignorance that it was not his fault but was asked by his superior Mr.Ritesh Dubey to deliver the Bag on as is where is condition and he had pointed out to Mr.Ritesh Dubey that the Seal was broken. we have taken up the matter to the highest level and we have till date not recieved any positive reply.
I am also at pains to feel & my heart bleeds that Spice Jet Officials do not come on the Phone Line even inspite of innumerable calls made to their Office and are passing time and they lack in etiquettes & courtesy to shy away from the matter and their responsibilities towards the Customers & taking it lightly by not responding.
Respected Sir, we would request you to personally look into the matter inorder such incidence do not happen in future. Moreover It is Our right to know as to How out of the 3 Bags this particular One Bag which had Designer Sarees in it was left behind and only delivered next day morning that too after a great deal of persuasion & Follow up. We would like to see the Camera recording & footage of the Loading & Unloading to safeguard the interest of all Our Fellow Travellers/Passengers so that such incidence are not repeated. Sir, How you would feel if such an incident happens with your near & Dear One’s particularly with your wife & Daughter & would you not be compelled to take Stern action in the matter.
In the light of the above facts we appeal to your Good self to personally look into the matter as well as refer the matter to Head of the Vigilance Department to conduct a through investigation in the matter, inorder such incidence does not occur in Future.
Enclosed herein below is the Complaint/Letter written to The Managing Director/Ceo of Spice Jet for your kind perusal and appropriate action.
Hoping to seek your co-operation in the matter.
Thanking you in anticipation.
With Regards,
Ajit K.Mathur
Mob:[protected]
From:
A.K.Mathur
10, Oscar Apartments, 17th Road Khar,
Mumbai-400 052.
Dated:4th May, 09.
Mobile:[protected].
To,
The Managing Director & The Chief Executive Officer,
Spice Jet Ltd; 319, Udyog Vihar, Phase IV,
Gurgaon, Haryana, India.
Dear Sir,
Subject: Complaint filed of Missing of Bag Tag no:[protected] by Kanika Mathur
travelling by FlightNos:SG118, 9.15pm from Mumbai to Delhi along with her
mother Rajni Mathur at 9.15pm to reach Delhi at 11.10pm, with Himanshu Panda
with a claim of Rs One Lakh on Spice Jet Form No:22708.
It was very distressing & shocking for me to learn from my Wife & daughter Ms.Kanika Mathur that on landing in Delhi they found their One Bag missing out of the 3 Bags loaded at Mumbai Airport and since the flight was late & they reached Delhi Airport at around 11.40pm they had a harrowing time lodging the complaint since your officials were passing time, and were not answering & informing whereabouts of the Bag and were disappearing from the scene from time to time and particularly they being Ladies were under great mental tension & trauma seeking explanation from your person Himanshu Panda & his colleague, as the stress of loosing 6 Designer Sarees with Blouse/Peticoats, Salwar Kameez, Cosmetic Bag containing 2 costly Perfumes etc; were reacting on their minds causing great anxiety & annoyance to them as they had come to attend a function in Delhi but were forced to pass time at the Airport late at Night. Ultimately after a great deal of ordeal they succeeded in forcing Mr.Himanshu Panda to file a written complaint lodging a claim of Rs.One lac, with a promise that the missing Bag would be delivered the next morning.
You cannot imagine the plight of the two ladies that too at dead of night for no Fault of theirs but because of carelessness & mishandling of Luggage by your Spice Jet Staff.
After this nights episode my Wife/Daughter were thrilled to recieve a phone call early in the morning at around 6AM that the Luggage has been located & would be delivered on arrival of the Flight from Mumbai at 2/2, Kalkaji Extension, 2nd Floor, New Delhi-19 where my Daughter Kanika Mathur & Rajni Mathur were residing at my wife’s Sister Reshma Dayal’s Residence at Delhi.
However this happiness was for a short while and we were in for a rude shock when my Daughter Kanika Mathur opened the Bag on delivery, at around 11Am on 30th April, 09 in front of “ Mr. Lawrence the Loader of SPICE JET” and found that the seal was broken & the New Polo Bag was in improper condition & shape and to Our utter surprise we found the following items missing from the Bag:
1. Six Designer Sarees with Blouse & Peticoats. 2. Two Salwar Kameez 3. Cosmetic Bag containg 2 costly Perfumes, lipsticks, Shampoo etc; 3. Two Nighties. 4. 2 Copper Mugs etc.
It is also surprising to note that Lawrence when questioned pleaded ignorance that it was not his fault but was asked by his superior Mr.Ritesh Dubey to deliver the Bag on as is where is condition and he had pointed out to Mr.Ritesh Dubey that the Seal was broken.
We called up Ritesh Dubey to ascertain the facts of the statement of Lawrence & made Lawrence also speak to him but explanation given by Ritesh was unsatisfactory. Mr.Lawrence’s signed recorded statement & being witness to the proceedings when the Bag was opened infront of him speaks volumes of the tactics adopted for Missing of the Articles from the Bag as well as carelessness & late delivery of the New Bag in this shabby Condition. Our all relatives are witness to this incident and are at great Pains to learn that a reputed Airlines like Spice Jet can be so careless when we customers had pinned complete faith in your Airlines & we Travelled for Our Convenience. Your’s is a Service Industry & your Company should learn to look after us well rather than cause undue Anxiety tous by such reckless behavior and act of your Careless Staff.
It is really unfortunate that I have to enter into such a correspondence since I have consequently no choice left but to seek your help as We feel cheated particularly by the act of Mr.Ritesh Dubey when infact he knew well in advance before delivery that the Bag was a opened & tampered One and the above Articles were missing and made the Loader deliver the Bag iin such a condition & state of affairs and therefore I have no doubt left in my mind that the knowledge of the Missing Articles is between two of them.
I am also at pains to feel & my heart bleeds that your “General Manager- Gitanjali” does not come on the Phone Line even inspite of innumerable calls made to your Office and Mr.Deepak Sharma lacks in etiquettes & courtesy to shy away from the matter and his responsibilities to the Customers & taking it lightly by not responding & passing the Blame on us as if we are the Culprits & liars and it is all a made up story and the Staff of Spice Jet is clean, inspite of this arrogance act.
It is under these prevailing circumstances that I need to make our feelings known to you particularly of my Wife Rajni & Daughter Kanika who have lost these valuable articles as mentioned herein above & therefore needs to be compensated adequately besides they have also undergoing strenuous anxiety, stress, inconvenience & hardship for all these days as they had to attend a family function in Delhi and therefore made this trip by Spice Jet.
It is Our right to know from you as to How out of the 3 Bags this particular One Bag which had Designer Sarees in it was left behind and only delivered next day morning that too after a great deal of persuasion & Follow up. We would like to see the Camera recording & footage of the Loading & Unloading to safeguard the interest of all Our Fellow Travellers/Passengers so that such incidence are not repeated. Sir, How you would feel if such an incident happens with your near & Dear One’s particularly with your wife & Daughter & would you not be compelled to take Stern action in the matter.
I call upon you on behalf of my Wife Rajni Mathur & Daughter Kanika Mathur to take strong immediate action in the matter & find the Culprit & conduct through investigation in the matter.
In the light of the above facts as mentioned herein above, We appeal to you as Gentleman and request you to make good the loss suffered by my Daughter & Wife forthwith without any further delay and also refund of the Flight tickets as the trip was wasted or else we will be compelled & forced to adopt such suitable proceedings against your Company & Staff in the Consumer Court and move the Press, Media, TV to Publicize this case for Justice as well as call upon forensic Department to examine the missing Bag entirely at your entire risk, costs & consequences arising as a result thereof and You will be liable & responsible to pay damages for the inconveniences, hardships, mental trauma, annoyance suffered by my Wife & Daughter on account of the negligence of your Staff of Spice Jet Airlines which please note.
I hope you being the Head of the Organization will act in an upright & honest manner visualizing the ground realities and understanding the Plight of your Customers and accord all help & consideration and be just n fair in your dealings.
I shall appreciate your giving prompt attention to this matter.
Yours truly,
A.K.Mathur
Mob: [protected]
Aug 14, 2020
Complaint marked as Resolved 
hi
You can approach consumer court but you need to show negligence on the part of the Air Lines. The Air Lines are well within their rights to leave a passenger who reaches late. However, non-refund of ticket for the flight you never took can be a subject matter of negligence on the part of the airlines.
Rajinder Ahluwalia Advocate
Supreme Court of India
[protected]