Spicejet not issuing Boarding Pass after Web check in leading to missed flight

Name of Complainant Akshay Cyril
Date of ComplaintFebruary 3, 2023
Name(s) of companies complained against
Category of complaint Airlines
Permanent link of complaint Right click to copy link
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Text of Complaint by Akshay Cyril:

I booked a ticket for SG Mumbai to Bhavnagar – SG 1082 (PNR – T66JYR), today on 3 Feb 23. I did the mandatory web-check in within the stipulated window – and received the confirmation that the web checkin was complete and that boarding pass will be sent to me (please see image). I did not have any check in luggage.

However, after reaching the airport gate at 10 AM for the flight, as it was highly congested and entry into the airport was taking time, I called the Spicejet customer service to enquire why the boarding passes hadn’t been sent yet. While on the call, the customer service agent informs me that the web-check in is completed, however to receive the boarding passes – I need to re-check in, select a seat and pay extra, in which case the boarding pass will be issued. After trying to reiterate that the web check in was complete and that the spicejet website confirmed that that boarding pass will be emailed – the agent did not try to resolve the issue, continuing to say that more money would have to be paid.

After this unsuccessful call, I proceeded to the Spicejet counter – however it was 1020 when I reached and I was told that I would not be able to check in as the window was closed. I asked to speak to a manager, and was directed to Mr. Manpreet Sahani. After explaining the issue to him – he said that the responsibility was on me to reach 3 hours earlier and there will be no compensation/resolution he could do. He directed me to speak to the customer service agents again.

After calling the customer service line, a different agent answered – who said that there was nothing they could do, and to speak to airline agents at the airport.

Both entities just telling me to speak to the other, without any resolution.

I wish to understand why after following the airline policy – Webchecking in the stipulated time window and reaching the airport on time, the Boarding pass wasn’t issued causing me to miss the flight.

This is the grievance I wish to highlight.

Akshay Cyril

Image Uploaded by Akshay Cyril:

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