Spicejet Air Line - Subject Request for Refund and Compensation for Excess Baggage Charge Discrepancy

Dear Voxya Team,

I am writing to formally file a complaint regarding an incident that occurred with SpiceJet on [**-**-****] for my flight from Ahmedabad to Patna. The incident involved a situation with excess baggage charges, unfair demands, and discrepancies in the charges levied, which have caused financial distress.

Incident Summary:

We reached the Ahmedabad Airport around *:** PM for our *:** PM flight. We were delayed due to a family situation involving the groom's packing.

Upon arrival at the counter, the SpiceJet employee informed us that we could no longer board the flight, citing the late check-in.

However, after discussions, the employee suggested we could still board if we reduced our luggage to cabin baggage and left the rest behind.

The employee then demanded an exorbitant fee of ₹**,*** for excess luggage charges, citing it as the "standard fee."

After negotiating, this fee was reduced to ₹**,***, which we paid under duress.

Once on the plane, I received an SMS for ₹*,***, which was inconsistent with the ₹**,*** we had paid.

Additionally, the ticket did not include any prior mention of these charges for excess baggage or clarify the standard rate for excess baggage.


Key Points of Dispute:

The excess baggage charges were not transparent, and the quoted price seemed arbitrary and subject to the employee’s discretion.

The final charge, as per the SMS received, is inconsistent with the payment made.

The overall situation caused significant mental and emotional distress, along with the additional burden of an unexpected fee.

We feel that the charges were unfair, especially considering that the situation was largely due to the airline's mishandling of the situation.


Requested Resolution:

A full refund of the ₹**,*** paid for excess baggage charges, as this fee was unjustified and arbitrary.

Compensation for the distress and inconvenience caused during the entire process, including the lack of clear communication from the airline regarding excess baggage policies.

A clear explanation of the excess baggage policy, including standard rates, to avoid similar issues for other customers in the future.


I have attached the relevant screenshots and documents, including the payment proof and the ticket for your reference.

I hope this issue will be resolved promptly, as the situation has caused undue hardship. Please let me know if further documentation is required.

Thank you for your attention to this matter.

Sincerely,
Dhaivya buch
+************
PNR:TEBZ*G