Thread by @kaniskac

This is about my experience with SpiceJet Airlines over the last couple of weeks.
My family and couple of my friends have decided to take a much needed break and we bought SpiceJet tickets to Thailand. (1)

We wanted to depart Kolkata on the 22nd of July and come back from Bangkok on the 29th of July. Right after we bought the tickets, we realised that we needed to change our departure date from 29th to 30th. All pretty straightforward till now.
(2)

Strange stuff started happening when I tried to change the date. And this was an hour after I booked. Somehow I was not getting any OTP from @flyspicejet which would allow me to either log in to my account or to modify my booking.
(3)

Called up the SpiceClub number and spoke to a very helpful person who said to wait for couple of days because if I wanted to make the changes through her, it would cost Rs. 250 each. While if I waited for a while, someone “senior” would sort out my issue of not getting OTP.
(4)

After couple of days I tried to log in again, but couldn’t. I sent a mail to which I got a response se which said all systems have been affected by a malware attack and the only way for me to do this would be over the phone, which I almost got done a few days before this.
(5)

But stalled for I was promised “senior” intervention. I kept trying the phone numbers of the helpline and SpiceClub but all were either out of reach or always busy. Repeated mails led to absolutely no resolution. Tweets got response see by what I can only assume bots.
(6)

Finally, this Sunday, we drove out to the airport ticketing office where I was informed that I’ll have to pay an additional Rs. 23000!
All this because I could not get the modification done because of system malfunctioning of @flyspicejet . (7)

Really had no choice and paid the amount and got a handwritten ticket. Now while I’m sure somewhere @flyspicejet is indemnified, I find it extremely unethical and in bad taste that the customer would have to pay extra because their system has been down.
(8)

I do not know if I have any recourse in this matter but one thing for sure, I am swearing off @flyspicejet . I will take any other flight but @flyspicejet from now on. (9)

This has to be a case study on how to lose a customer yet stick to “system” which will not allow the ticketing office at the airport to do anything about this. They empathised but also expressed their inability to do anything but charge me.
(10)

The entire incident has left a seriously bad taste in my mouth. In all my years of flying domestic and international, I have not faced such abject lack of customer care. I still am baffled as to why I had to pay extra because of system malfunction on @flyspicejet part! #That (11)

Tagging @DGCAIndia