Spicejet Air Line - Complaint Regarding harassment at Airport and amount charged by SpiceJet

I am writing this complaint with utmost displeasure to complain about the harassment and extremely costly experience at T* Airport Delhi during my SpiceJet flight with no assistance/remedial action by their executives at the airport. On **.**.**** at *:** am, I along with my Spouse were scheduled to fly on Spicejet SG ** from Delhi (T*) to Dubai.

Here is what happened: Being a customer I had a few queries in my mind which I thought to clarify beforehand from their Reservation helpline no ****-******* (as mentioned on flight ticket) on **th August morning. The customer executive named "UDIT" (as he told on the call) informed us that each passenger was allowed to carry ** Kgs with * bags in the luggage plus * Kgs in the cabin (** Kg in total) flying from India to Dubai on **.**.**** in the Flight SG ** with PNR: P*DUNI/SG & PNR: DCDEVJ/SG. We cross-checked with him twice and he repeatedly informed us that due to some offer which is valid till **.**.****, we are allowed to carry ** Kgs each and there are no second thoughts about it. For your reference please find the attached recording with the reservation helpline executive.

On **.**.****, when we reached the airport, SpiceJet executives on duty asked us to pay for **kgs extra baggages (We had * baggage of total **kg for * passengers). We told them that your reservation team told us that **KGS checkin bagge is allowed for * people and also made them hear the entire recorded conversation but nobody listened to us and warned us by saying that under no circumstances they will allow us to board the plane until we make the entire payment for extra baggage. Despite we had the whole proof of recorded conversation, their ground staff denied to take responsibility of what was committed by their reservation team. We felt so helpless and considering our flight timing, we had made an hefty payment of Rs **,***/- (receipt attached) and approximately *.* hours were wasted alongwith the risk of missing our flight which we had booked for appx Rs **,*** (for two tickets). We also registered complaint immediately at their reservation helpline (Complaint No- ********) and their ground staff assured us that we will get refund later on for full amount that we have paid.

The whole incident had cost me a huge amount of money and mental harassment unnecessarily. All the above experiences made us feel that SPICEJET AIRLINE is so insensitive to the passengers and at end moment loot customers with unnecessary charges. So I am now writing this complaint for refund of entire expense of extra baggage and risk of our flight which could have been missed and punitive damages which had caused me unnecessarily mental harassment for the wrong information/misconduct done by SPICJET PEOPLE. Further, I demand you take the remedial action in an expedited manner with no further delay. I am so appalled by this incident that being a frequent traveler I will refrain from traveling from SPICJET airline in future and will make sure that none of my acquaintances make this mistake.

I have filed the complaint on SPICJET Airlines through various mails on **.**.****, **.**.****, **.**.****, **.**.**** and **.**.**** on their mail IDs: custrelations@spicejet.com, nodalofficer@spicejet.com,
appellateauthority@spicejet.com. However, no resolution has been done uptill now.

Looking forward for a quick resolution here.