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Airline Complaints, Spice Jet Complaints Consumer Complaint About Flight, Crm, Jaipur


Complaint ID: 4074 2010-09-06 Posted by: Anil Kumar


Post a Similar Complaint!

Hi,

This is in regards to the issues which my wife has faced during her travel to Hyd from Jaipur on 16th Aug'10 - PNR#G3CLBI.

Background : My wife is an expected mother and into 34 weeks was travelling to Hyd along with an Infant. As per protocol she has the possession of a doctor certificate dated 15th Aug'10 confirming the stage of her pregnency.

What went Wrong:

1) Spicejet Executives stopped her stating that Medical certificate has to be issued on same day of the travelling i.e..on 16th Aug, since this certificate is issued one day prior travelling it is invalid and they have also insisted that this is clearly mentioned on website.I have attached a screen shot of special assistance FAQ's for your reference where this clause is not mentioned - Executives are not aware of their SOP's.

2)After a long discussion Bagawati madam intervened and told me that she is ready to accept that medical certificate however she insisted that theTerm "Fit to Fly" is missing from the certificate due to which she cannot board the flight. On 16th Aug around 10:30 am I have called Spice jet callcentre number 1-800-180-3333 to enquire about the flight status and to check if all the documents required for travlling are in place or any thing else is required. Infact i have read the medical certificate on call so that she can confirm if any changes are required or this will serve the purpose to which she has clearly stated this will serve the purpose and will be more then enough and also suggested me to carry Birth certificate for the infant (Pls cross check from the calls database) - Executives are either not attentive while listenting or or not aware of SOP's due to this complete dissatisfaction to passengers and financial loss.

3) Ultimately its been suggested to get medical checkup at airport which costed me 500/- Rs - Is it fair to charge 500/- Rs for a check up?

4) Due to these series of events we have faced unwanted tension, Financial Loss and wastage of time -Who is to be blamed and at what cost?

In-response to the above complaint i have received an apology letter along with that 500/- Rs gift voucher however iam not happy with that reason being i due to airlines fault i have already spent 500/- at airport.

Reference No:CR/ 75243 - 75298/2010

Regards,

Anil Kumar

Advice by Experts:

Its unfortunate that you had bad experience basically due to the VERY INEFFICIENT customer relations executives. The problem is all prevalent in India. Customer relations has least importance and people with lowest IQ are considered fit for such an important function like Customer Relations. Companies want to invest as less as possible in this area. So naturally this type of problems keep happening. Anyway at least you should be happy that Spicejet repsonded by sending a GV. Most other companies will no care or listen at all.

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