Spicejet Air Line - Formal Complaint Request for Refund Coercive Disputed Excess Baggage Charge

Dear SpiceJet Customer Relations Team,

I am writing to formally raise a complaint and request a refund of ₹*,*** charged to me as excess baggage during my recent journey.

Flight Details:

Flight Number: SG ***

Date of Travel: **/**/**

PNR: RYC*YV

Route: Bengaluru- Delhi





At the time of travel, the ground staff stated that my baggage was excess by “* kg + * kg.” This calculation was not clearly explained, nor was any transparent breakdown provided. I was not given time to verify or dispute this assessment.



While I acknowledge that my baggage may have marginally exceeded the permitted limit, my grievance is not regarding the policy itself, but regarding the disputed calculation, timing, and coercive manner in which the charge was imposed.



The excess baggage issue was not communicated at the initial check-in counter or at any reasonable earlier stage. Instead, it was raised only at the final boarding stage, at which point the flight was already delayed by approximately one hour. Despite this delay, the ground staff repeatedly insisted that payment must be made immediately, stating that the flight would otherwise depart, thereby creating false urgency and undue pressure.



I specifically requested time to remove or rearrange excess items; however, no such opportunity was provided, and payment was presented as the only option. I was not given sufficient time to understand the basis of the “* kg + * kg” calculation or explore corrective alternatives.



Additionally, the bags in question were small in size and easily manageable. Even after payment of the excess baggage fee, the bags were allowed to be carried and placed in the aircraft cabin itself. This raises serious concern regarding the justification for levying excess baggage charges, as there was no operational or safety issue related to size or cabin accommodation.



The amount of ₹*,*** charged for the alleged excess baggage was disproportionate and punitive, causing significant financial distress. Such conduct disproportionately affects passengers with financial constraints and effectively compels payment without procedural fairness. I also suffer from anxiety-related issues, and the lack of calm communication or empathy during this interaction further aggravated the distress caused.



In similar situations, other domestic airlines, such as IndiGo, typically flag baggage discrepancies at the initial check-in stage, allowing passengers reasonable time to take corrective action. I had a legitimate expectation of similar fair, transparent, and non-coercive handling.



In view of the above, I respectfully request:

A refund of the ₹*,*** excess baggage charge, and

A review of baggage assessment and ground staff procedures to ensure transparency, proportionality, and fairness to passengers.



I request a written response within * working days. Failing satisfactory resolution, I will be constrained to escalate the matter to AirSewa and the appropriate Consumer Disputes Redressal Commission.