Delayed Baggage and stolen items

Complaint filed by	Flavia Dourado
Complaint filed on	June 20th, 2023
Complaint filed against	Spicejet SG 14

Text of Complaint by Flavia Dourado

Re : PNR IICL9U
MUM-DXB-MUM (SG-13 /SG-14)

I, Mrs Flavia Magdalena Dourado flew back from Dubai to India on SG 14 on 15th June 2023.

Upon arrival in India, we were informed by the pilot that our bags could be picked up from carousel 4. I waited patiently and realised that both bags of my checked in baggage (weight 30.02 kg) had not arrived (Baggage tags 5836 and 5837). A confirmation was given to me at the airport that both my bags were not loaded at the Dubai airport.

As per regulations, Spicejet made me fill up a Baggage Irregularities form (Form No. 87815).

My bags were delivered to me on 17th June 2023 by an agents delivery person Mr. Jitendra Jha. (Mobile Number 9324041256). In his presence, I pointed out that both bags had been secured by zip ties. Both bags had the combination locks broken n the additional small locks fitted into the zippers too were removed. My teal Skybag was cut in one place near the zipper and the rear of the bag smeared in black liquid.

In the presence of Mr. Jha I confirmed that the following items are missing from my Teal Sky bag :

Cash 4400 INR (the purse was open in the bag).

Lindt dark chocolates 7 nos

Needler chocolates packet had been opened

Lacoste shoes worth 269 dirhams

Two gift items – plates showcasing dubai @ 14.50 dirhams each

Two corn beef tins – 2 nos @ 12 dhs each.

I need Spicejet to answer my questions :

1. WHY WERE MY BAGS NOT LOADED INTO THE AIRCRAFT ON THE DAY OF MY FLIGHT

2. IF SPICEJET NEEDED TO INSPECT MY BAGGAGE, I COULD HAVE BEEN SUMMONED AND THE BAGS OPENED IN MY PRESENCE.

I had been continuously calling up the number given to me by the ground staff for enquiry since the next flight arrived on 16th June. (Number given was 8882707618). My bags came on the 16th morning flight. Why was I not informed ? Why was I informed on the 17th late morning ?

I am making a formal complaint against Spicejet asking for reimbursement against my delayed baggage and reimbursement for the missing items. I am also complaining very bitterly against the lax treatment of the ground staff at the airport who instead of sympathizing with us and helping us with formalities was passing snide comments. She had the audacity to tell us that we should have taken a better flight and not opted for the cheap Spicejet ticekts. Continuous calls to the airport, customs staff and to the customer help line yielded no results. I was asked to be patient. My bags would be delivered. Yes, they were delivered but not in the condition I handed them over to the check in counter.

It is the duty of the airline to hand over the bags in the same condition the bags were given to them. If there are any discrepancies, the airline has every right to open the bags, BUT ONLY IN THE PRESENCE OF THE TRAVELLER.

I am marking a copy of this email to the consumer grievances cell too, in the hope that some justice is done.

It’s a shame that a reputed airline like Spicejet treats their customers without respect and cheats them out of their trivial purchases from abroad.

I hope you bring the culprits to book n reimburse me my damages. I am sure the CCTV footages around the your area at the airport will help you catch the culprits.

Attaching a few photographs to show the condition in which the bags were received. More photographs may be added if you require them.

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