- Complaint against Spicjet for cancelled flight ^Open

Anjali Venugopal filed this complaint against Spicejet on Apr 01, 2023

I am writing to you because I had a booking with Spicejet for Bengaluru-Pondicherry with the PNR ED*QTW. The booking was originally for ** March-* April ****. On ** March ****, we revised the booking to make it ** March-* April **** after paying a fee of INR *,***. I am in Trivandrum, Kerala at the moment and I had flights booked to fly from Trivandrum-Bengaluru on ** March and return on * April as well to connect to the Pondicherry flights.

On ** March ****, we received an auto-notification e-mail from Spicejet saying that a flight was changed to * April **** - we assumed that this was the return flight because the auto-notification did not have any details at all. We tried to check in on ** March and paid an extra fee of INR *** to book a good seat as well. After all of this, we realised that the flight from Bengaluru-Pondicherry on ** March was cancelled without a proper notification even and that the departure flight was "rescheduled" to a time after the arrival flight!

Incredulous, I called Spicejet's customer care and they explained that they "tried to contact us" - I am not sure how they did that because we received no contact at all. In fact, even though I had inputted number in Paris while booking with a +** code, they seem to have tried to call the same number with a +** code. Funnily enough, they are saying that they tried to contact us on ** March on an Indian number that was activated only on ** March after we landed. They cancelled the full booking for us and refunded INR **** out of the INR **** originally paid (not sure what happened to the INR **!) - but said that they cannot refund the additional INR *,*** and INR *** paid to Spicejet separately for a date change on the return flight and the seat. As the departing flight was unreasonably and unceremoniously rescheduled to after the return flight, I demanded that Spicejet refunds the amount of INR **** at the very least. The response from the airline and the nodal officer did not even address this amount or complaint.

Separately, we had to cancel the Indigo flights as well - which made us incur a cost of INR *,***. The hotel in Pondicherry also has a no refunds policy and the amount of INR **,*** paid to them will not be refunded as well.

I am writing to you today to file an official complaint for a) making me cancel a full trip that I had planned for months at the last minute; b) for making me incur all of these expenses. To make up for this, we should be compensated for a) INR **** paid to Spicejet; b) INR **** which is Indigo's cancellation fee; and c) INR **,*** which we had to incur for last minute cancellation of a hotel.

I am attaching various trailing e-mails on this issue as evidence including the responses from Spicejet failing to even acknowledge the INR **** paid for date change on the return flight which was eventually cancelled because of their fault, the INR *** paid for a seat booking for the return flight which was also eventually cancelled and the INR ** that they inexplicably did not refund to us. They seem to mention that they are not responsible for other losses, but irrespective of what their conditions say, if they make last minute changes like this that affect customers, I am sure there is legal basis to claim compensation.

I would appreciate it if you could consider this complaint and find a solution for me. Thank you

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