We booked the air tickets (5+1) from Goa to Ahmedabad via Spicejet Airlines SG138 for journey dated 06.04.2011 at 18:40 Hrs. We were two couple with one child of 1.5 Yrs and another child of 2 Yrs. The chronology of the events are as follows:-
1. The flight was delayed till 19:55 Hrs and we were informed via sms and telephonic call by the Airlines. 2. We reached airport at around 18:45 Hrs. and saw the Board carrying our Flight No. SG 138 at the Spicejet Counter.
3. There electronic system for issuing boarding passes was down and even we heard not at all a single announcement about our flight.
4. We joined the long queue against that board for issuance of boarding passes. There was another queue for beside our queue for the Flight SG 258 for Delhi. One person amongst us went to the Counter and asked attendant Ms. Pushpavati about the Ahmedabad flight and she was directed to join the queue. Delhi passengers were also there in our queue and there was nobody to see the arrangements. When we raise our voice for the same fellow Delhi passengers got into the fight with us. So we followed the queue in proper manner.
5. When we reached finally to the attendant at around 19:25 and handed over our flight ticket to her, she was amused and started making hurriedly calls without fail to contact anybody. There was around 3-4 more passengers who were behind us waiting for boarding passes.
6. After 8-10 minutes Spicejet Manager Mr. Rohit reached there and without showing any concern to our cause he started behaving in very intimidated manner blaming us for reaching late at the airport. We asked him to cross check our arrival time at airport via CCTV camera but he refused to be heard. Then he asked to wait for few minutes so that he can put efforts to get us reach the flight. After about half an hour he came to us and conveyed his inability to do anything and again started blaming us. He didn't showed any concern or sympathy for us. Flight has already took-off by that time. He refused to be of any help in the matter. After some time he asked us for some time to find if anything that could be done in the matter.
7. The main reason of this was the total mismanagement of Spicejet and absolute careless attitude of Spicejet staff. Even CISF personnel present there agreed that it was Spicejet staff mistake and they asked us to submit complaint in consumer court. I have been to many Airports in India and sometimes even if we reach 20 minutes befor Flight departure time we have managed to catch the flight and that even at big airports like Delhi, Ahmedabad. Spicejet system was down and there was total chaos there as they wasn't able to contact anybody. Even there wasn't even a single announcement heard about the flight status. If Ahmedabad flight was already on board why they kept the Board and had separate counter for the same. It mislead the customer like us. Even after all this The attitude and behavior of Spicejet staff was extremely rude and non-cooperative especially of Mr. Rohit. He was extremely arrogant and refused to hear anything from the waiting customers.
8. We went from one office to another at Airport without fail in search of any Higher Authority who can be of help in the matter. Finally after 2 Hours that Mr. Rohit came to us and informed that the only alternate they can provide is to let us travel by the next day flight of Spicejet at 19:55 Hrs. without any charge.
9. Then we asked him to provide us the food and accommodation till next day, but, he flatly refused and told us they can't provide any help in this matter. Our little children were quite hungry by that time and they were tired after being in Airport for such a long time.
10. We left Airport at around 23:00 Hrs. to search for the hotel. No Hotel rooms were available on that night in many hotels as we went from one hotel to another. Finally we managed to get the shelter in our of friend home at Mapusa nearly 45 Kms from Airport. We all went thru hell and were drained mentally as well as physically. Even our small kids got annoyed because of all this problems.
11. Some amongst us had to report for their duty next day i.e. 07.04.2011 but they couldn't. We had to suffer mentally, physically and financially because of all this.
12. We want suitable compensation for the torture and horrible time we went through because of mismanagement and careless attitude of Spicejet Airlines. This case needs to deal strictly to avoid the repetition in future and be a example for such inhuman and careless Airlines.

The details of the air-ticket and travelers are as follows:-

1. Ticket No. JSQ2RK1 - Abhishek Kaushik - 31 Yrs.
2. Ticket No. JSQ2RK2 - Shikha Kaushik - 28 Yrs.
3. Ticket No. JSQ2RK3 - Kapil Sharma - 35 Yrs.
4. Ticket No. JSQ2RK4 - Shweta Sharma - 27 Yrs.
5. Ticket No. JSQ2RK5 - Kabir Sharma - 2 Yrs.
6. Ticket No. JSQ2RK6 - Saanjh Kaushik - 1 Yrs.

We are looking forward to your intervention and will highly appreciate your prompt response in the matter.

With Warm Regards
Abhishek Kaushik
97277-50944