[Resolved]  Spice Jet Airlines — BAGGAGE DAMAGE CLAIM

Address: Hyderabad, Andhra Pradesh

To Mr Pradeep Shah
DGM Customer Relations

Further to my email dated 10th March, I am attaching the relevant photos and also the bill for the new luggage for your reference and action.

I am disappointed you have failed to show appropriate care and concern to rectify the damage caused to me. In a most heartless manner, Spice Jet hides behind a non existent policy disclaimer. Your baggage disclaimer is clearly supportive of my claim since it only states that the airline is not responsible for wear and tear, handles, wheels etc. And you may verify with eye witnesses Ms Lapreet and Mr Naveen at Hyderbad airport that the piece was brand new, and I showed them the price tag. The bill verifies the date of purchase on 20 Feb and the luggage model is Samsonite Verena 66cm spinner which is a high end model.

My new baggage was torn by negligence and carelessness your handlers. It has been forcibly ripped against something sharp, or one of your staff took a blade to it. Please refer to the photos.

Spice jet has ignored my claim and sent me a cheque for 10% of the amount which i have not cashed. This issue is not settled. I fail to understand how the airline can deny responsibility for its action? Your airline has poorly trained its staff and the customer has to pay the price? I am aware that Spicejet is an innovative low cost airline, but I had hoped that only applied to its fares and not its policies or behaiour.

I took the suitcase to the Samsonite dealer in my hometown after returning from my long journey, and was told it is not possible to repair the damage, it is permanent.

My fair expectation and demand is that Spicejet replaces the suitcase with a new model or compensate the bill amount so that I can go and purchase a new one.

I will never get into a Spicejet again, and will ensure that I can broadcast my bad experience to everyone I know, in person, via emails, facebook and any other medium I am able to. I will atleast reach a few hundreds this way who will spread the message to a few thousands.

Please train your handlers to better care for luggage, after all it costs many times the airfare. Compared to your prompt response last time, I was surprised and saddened at your indifference this time.