Written on: 29/04/2013
This is in reference to the travel made on 28th April 2013 by an Unaccompaied Minor.
While booking the ticket through spice jet customer service(which obviously doesnt happen online since that option itself is not there!)for an unaccompanied minor, the representative had convinced & committed for taking the utmost safety and care of the minor traveller. Based on which the booking was done. The respective charges were paid - extra for minor traveller, extra for booking online, extra for using credit card etc.
On the day of travel, when we approached the spice jet counter, we filled in the UNMR form promptly. A spicejet representative came to accompany the child for further airport process. In this whole process, no one from spicejet asked for the identity of the person who would be picking the kid at the destination airport. How in this big bad world can u just handover the child just because he has a "Government" ID proof. AAnyone can carry a ID with the same particular name and number mentioned by us. Spicejet never asked for a photo ID from us for cross referencing with the id produced by the person coming to pick up. On asking, the supevisor told that, that is not there in the process. This was really ridiculous. On my persistent questioning and asking for a logic behind this whole "spicejet" process, the supervisor agreed that before handing over the kid, the spicejet representative will call and confirm with the parent. Based on the commitment given, we sent the kid. The guy took him at the entrance of the main lobby beyond which non passengers are not allowed. We were watching from a distance. the spice jet representative had not even bothered to check what documents were required. He did not have the basic ticket of the minor passenger!! and the security asked for age proof! again we had to rush and give him the required documents. finally the kid was sent.
In this whole process, the tension and the fear of sending a child alone was so surmounting with such cusstomer service from spice jet.
At the end of a torturous one and half hour travel time, the person who was committed to pick up the kid called and told about the safe arrival. The spicejet representative never ever called inspite of the commitment given at the port of embarkation. WHY?? Is this fair? How can spicejet play with people like this? if u are not professional enough or dont have a proper process in place then please dont offer such services at all.
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