✅ Trip Verified
| We were booked to fly several SpiceJet flights in November 2017. One of these flights was a flight from Delhi to Goa. Shortly over a week before we were due to fly, SpiceJet notified us that the flight was cancelled due to a runway closure. Frustrating of course, but apparently out of their control, so we were initially understanding. What was in SpiceJet’s control however was the customer service experience that followed. To summarise what has been a truly horrendous experience spanning 3 months. SpiceJet could offer no alternative flight that day, so I we had to book an alternative flight at 3 x the price. Due to the cancelled flight being the 2nd leg of a connecting flight SpiceJet calculated the refund of the cancelled leg on an unfair ‘km by km basis’ rather than the price paid for each leg, leaving us out of pocket due to the 2nd leg being much more expensive. SpiceJet erroneously refunded only 1 passenger of the 2 on the cancelled leg, leaving us an additional 7000 INR out of pocket. After querying this we were told the refunded amount was correct and that this was the end of the matter. It took 7 phone calls spanning 3-4 hours, over a period of 5 weeks to receive the refund for the 2nd passenger. Each of these phone calls was to a different agent and involved explaining the situation from the beginning each time and battling the front line denials and scripted replies in order to actually discuss the issue. We were assured on each of these phone calls that the refund had already been processed (it hadn’t) or that it would be processed (it wasn’t). Only after threatening a credit card chargeback and refusing to end a call to a manager before the refund was manually actioned was the owed money refunded to us, more than a month later. From the UK we spent over £50 on phone calls to India to get our own money refunded. In total due to a combination of administrative failures on SpiceJet’s behalf, we are out of pocket approximately 22,000 INR (£250 GBP). After escalating a formal complaint to the top of their complaint channels we received no apology or acknowledgement of failure and were offered a 2,000 INR SpiceJet travel voucher which we refused. All in all, this has single-handedly been the worst customer service experience I have ever encountered with any company, anywhere in the world. SpiceJet may get you from A to B, but if you have to engage with their customer service departments via phone or email for any issues, prepare for a time consuming, fruitless and ultimately incredibly stressful experience. For your own sanity, I highly recommend you avoid this company at all costs.