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Below is a recent letter I wrote to the Indian carrier, SpiceJet, which summarizes my experience. Of course, their response didn't even attempt to address the main issue, my safety, which their staff had placed at risk. Their customer relations responses were appalling. I didn't even care for the refund, I just wanted an apology and an acknowledgement that they'd learn from this. But no, they saw only that they may have a small financial downside and ignored my complaints. I have, as stated, flown other internal Indian airlines, including Indigo and Jet Airways and found them to be very good indeed. I will certainly never, ever fly SpiceJet again. I'd rather take the train!



"Normally I would not provide such a detailed letter of complaint, but on this occasion it is almost certainly worthwhile. In all my years of travel, I have never had a worse experience than that provided to me directly as a result of your airline’s failings in respect to the above booking. I note as follows:

- I made a booking some months ago to fly between Goa and Chennai on Friday, 28 September 2012, via Flight SG1012. That flight was advertised to arrive in Chennai at 18:40 hours.

- Consequently I booked an ongoing international flight with another airline, from Chennai to Bangkok, leaving at 22:00 hours. Accordingly, the time allowed between flights was 3 hours and 20 minutes, which would normally be an excessive period.

- You sent an email to me on 15 September 2012 indicating that flight SG1012 had a departure time of 16:40 hours and you required me to report 120 minutes prior to the “new departure time.” I did so.

- When I arrived at Goa airport I was informed casually by your staff, that the flight had been delayed until at least 20:00 hours. Because it was a 2 hour flight, this meant that there was no possible way I could meet my international connection. When I informed your ground staff of this problem, they appeared mystified as to what to do. They subsequently made other inquiries via other airlines at Goa airport on my behalf, but after approximately 1 hour, recommended to me that I take another available SpiceJet flight, to Mumbai leaving at 17:00 hours. I was informed by your staff, that because Mumbai was a much larger hub, it would be relatively simple for me to purchase an alternative flight to Bangkok. There was no suggestion that SpiceJet would arrange this for me, or meet the cost of this extra fare. In fact it was made plain that this would be my responsibility alone.

- When I asked for assurances that the flight to Mumbai would leave on time I was advised that it would and that they would “have me on the ground in Mumbai by 18:00 hours.”

- Please note that it was crucial that I be in Bangkok by the morning of the 29th of September 2012. I had arranged 2 vital business meetings with colleagues in that city, which could not be moved.

- The flight arrived in Mumbai at approximately 18:30 hours and I proceeded into the domestic terminal. There I made further inquiries, having collected my luggage. I was informed that I would need to take myself to the international terminal as soon as possible. I was informed that I could only do this via private taxi.

- I am not familiar at all with the city of Mumbai, nor with the layout of the domestic terminal and international terminal. It soon became apparent to me however, that these terminals are significant distances apart and separated by some very poor areas. I had been informed of none of this by your staff in Goa. Neither had they informed me of any potential impossibility that I would have in purchasing a flight to Bangkok. They did not advise me that they could help me buy a ticket before I left, so that this horrible situation wouldn't arise. In fact, it became apparent to me only later that they were simply content to have me moved out of their hands and for the problem to be removed from their domain.

- Having made my way to the international terminal (after being harassed and and an attempt made to steal my bags) I was confronted at the International terminal, by army security, who refused me access to the terminal, despite me producing the flight itineraries from Goa to Chennai and from Chennai to Bangkok. In fact, I was informed after being asked to stand aside for approximately 1 and a half hours on the roadway with all my luggage, that it would be impossible for me to purchase a flight ticket from within the terminal and that I would have to go into the city. By now it was approximately 20:30 hours. Please understand that I appreciate India’s security concerns and the role of army officers in policing airports there. However, I have no prior experience of it and was never informed by your staff of any difficulties that I would have. I went blindly to the terminal wishing to purchase a ticket.

- After pleading for assistance and understanding, I finally located a gentleman with in an Air India office who directed me as to how I might purchase an airline ticket. However, it could not be done at the terminal. A travel agent was called who had an office in Mumbai and I proceeded to his office. At approximately 22:30 hours I arrived back at the international terminal, having paid 22,900 rupees for a flight from Mumbai to Bangkok leaving at 23:35 hours. By the time I proceeded through security and customs, my flight was called.

- I believe the delay of at least 4 hours (though I do not have any information as to what time the plane actually left Goa), in respect to the proposed flight to Chennai, is totally unacceptable. Further, I believe that your staff’s advice and instructions to me was dangerously poor. In all, I expended the entire time between 14:30 hours and 23:35 hours in trying to make up for your errors. During that time I had to drag myself twice through the streets of Mumbai, in order to secure my position, with all my luggage. During that time an attempt was made to steal my luggage. At no time did your staff suggest what I might need do to purchase an airline ticket, or even that I might be entitled to a refund of the cost of the failed flight, or of the international flight that I could not reach, between Chennai and Bangkok. At no time did they suggest that SpiceJet would be responsible for any revised flight costs. Worst of all however, your staff placed me in a very dangerous and vulnerable situation. Why did they not advise me that it would be almost impossible to buy a ticket when I arrived at the International terminal in Mumbai? They could easily have told me to do it before I left Goa, and assisted me with that. They had internet access, but I did not. They had printers that could have been used to print an e Ticket. I did not. They simply wanted me moved on, since I was a problem for them.


I have flown other Indian airlines including Air India, Indigo and Jet Airways. I have had pleasant experiences on all these flights. I had only flown SpiceJet on one earlier occasion. I could not be more disappointed with the “service” provided, or on my treatment by your airline. I would expect you to make reparation for my lost costs. I appreciate that the dreadful experience I had between 14:30 hours and 23:35 hours on the 28th of September 2012, cannot be made up. I treat this matter very seriously and intend, without satisfactory resolution, to take it further. I would ask that you also treat my complaint and request in a similar manner. Would you kindly take this matter to the appropriate officer, with sufficient authority, and have that person contact me.

[stonecold_1981]

This is a very well written complaint and you make some good points about the behavior of SpiceJet staff (e.g. lying and deceit). However, as many in the US would say - you are SOL on this one.

A few things to note here:
1. Never Never Never buy two separate tickets to fly from point A to point B (and connect via point C, D, etc.). When you buy one ticket, the contract explicitly states that the airline's responsibility is to take you from point A to point B (it does NOT guarantee that the flight will land on time). In your case, Spirit could have still taken you from Goa to Chennai (albeit delayed). The flight from Chennai to Bangkok is treated separate. Hence, Spirit is NOT liable to refund the costs you had to bear due to the delay. Nor are they liable to refund costs of the 2nd flight.

2. I'm assuming the second flight was on another airline as Spirit doesnt fly to Bangkok? In that case, the airline is not responsible to re-book or change your Bangkok flight.

3. Indian airports have very strict security rules (at least on paper) and so guards will NOT allow you to enter the terminal building without a proper ticket. In your case, you planned to go to check-in/ticketing and buy a ticket from there (as suggested to you by the Spirit staff). Definitely the staff's mistake. They should have known better and told you about it, but again, they are NOT responsible for this (purely from a legal standpoint).

4. For future reference, always buy a ticket (even if it's on the phone) and then head to the airport. Never get to an airport thinking you will get flights since it's a major hub. If I were you, I would have made sure I have a connecting onward ticket from Mumbai before accepting the Goa-Mumbai flight ticket. Again, since Spirit doesnt fly to Bangkok, you should have contacted another airline and bought the ticket.

Some of these rules are completely unfair for the passenger (e.g. if you are delayed and fail to make it to the gate on time you miss the flight, BUT if the airline delays you don't get anything). Airline staff could also be better and more helpful of the passengers (e.g. start by providing the right information or just say "I dont know", etc.). However, in end game, nothing that Spirit did was illegal! From your perspective, you could have avoided all this mess by buying a single ticket from Goa to Bangkok. Alternatively, if you HAD to stopover in Chennai, you should have spaced at least one day between the two flights to factor in delays. Unfortunately, that's how this messed up world of airlines works now a days!

[A320FAN]

Originally Posted by stonecold_1981

This is a very well written complaint and you make some good points about the behavior of SpiceJet staff (e.g. lying and deceit). However, as many in the US would say - you are SOL on this one.

A few things to note here:
1. Never Never Never buy two separate tickets to fly from point A to point B (and connect via point C, D, etc.). When you buy one ticket, the contract explicitly states that the airline's responsibility is to take you from point A to point B (it does NOT guarantee that the flight will land on time). In your case, Spirit could have still taken you from Goa to Chennai (albeit delayed). The flight from Chennai to Bangkok is treated separate. Hence, Spirit is NOT liable to refund the costs you had to bear due to the delay. Nor are they liable to refund costs of the 2nd flight.

2. I'm assuming the second flight was on another airline as Spirit doesnt fly to Bangkok? In that case, the airline is not responsible to re-book or change your Bangkok flight.

3. Indian airports have very strict security rules (at least on paper) and so guards will NOT allow you to enter the terminal building without a proper ticket. In your case, you planned to go to check-in/ticketing and buy a ticket from there (as suggested to you by the Spirit staff). Definitely the staff's mistake. They should have known better and told you about it, but again, they are NOT responsible for this (purely from a legal standpoint).

4. For future reference, always buy a ticket (even if it's on the phone) and then head to the airport. Never get to an airport thinking you will get flights since it's a major hub. If I were you, I would have made sure I have a connecting onward ticket from Mumbai before accepting the Goa-Mumbai flight ticket. Again, since Spirit doesnt fly to Bangkok, you should have contacted another airline and bought the ticket.

Some of these rules are completely unfair for the passenger (e.g. if you are delayed and fail to make it to the gate on time you miss the flight, BUT if the airline delays you don't get anything). Airline staff could also be better and more helpful of the passengers (e.g. start by providing the right information or just say "I dont know", etc.). However, in end game, nothing that Spirit did was illegal! From your perspective, you could have avoided all this mess by buying a single ticket from Goa to Bangkok. Alternatively, if you HAD to stopover in Chennai, you should have spaced at least one day between the two flights to factor in delays. Unfortunately, that's how this messed up world of airlines works now a days!

I di dnot know Spirit had acquired widebodied jets with sufficent range to fly from the United States to India

[easygoing]

First and foremost I have a sincere sympathy on Op’s ordeal throughout the whole day on 28Sep
Especially the moment wondering in late evening in a strange city could be very frustrated and sad even in danger

And of course I believe that Op had every reason to be dissatisfied of the employees he encountered in Goa ,less comprehensive and profound information caused lot of dismay

However more than that we as travelers we may take it as a learning point to prevent ourselves from being vulnerable during our trip. as a person professional in travel industry May I suggest a few things inspired by Op’s experiences..

try to give ourselves some grace period for vital important events when we start to arrange our travel plan ,in Op’s case a vital meeting had been scheduled in 29sep but the travel to the meeting place initiated only one day in advance which would be tight and could not withstand a serious irregularity and those irregularities are not rare in travel industry effected by many facts

do not count completely on employees or their suggestions (of course you may consider seriously) particularly in the event when they thought they or their airlines are not liable ,in this case staff in Goa recommended that Op would have had to go to Mumbai as they believed that Op held separate ticket (for this point the gentleman above had thoroughly interpreted) their commendation could have been an option but they failed to deliver more intensive information as to the environments and difficulties in Mumbai however from their perspective they did offer an option , and Op is very correct that many of employees in hectic and frantic situation would have prioritize to move the crowds of scrambled passengers out of their sight as soon as possible and keep the waiting line moving short as swiftly as possible so they could be less competent and less versed and less considerate than in normal atmosphere let alone if we encountered some essentially less qualified and less trained ones

so before traveling as said hope for the best and prepare for the worst scenario ,scheduled grace period , more solutions we may unoppressively and calmly handle some harass or interruptions

[stonecold_1981]

Originally Posted by A320FAN

I di dnot know Spirit had acquired widebodied jets with sufficent range to fly from the United States to India

Obviously, I erroneously wrote 'Spirit' instead of 'SpiceJet'!

[vscntkc]

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Chung toi rat cam kich vi nhung chia se nay.
Minh tin ban se thanh cong voi y tuong nay.
Chan thanh cam on va tran trong kinh chao.