Has the recent SpiceJet troubles got you all bothered and upset? On Friday, the troubled airline went into damage control mode, trying to help passenger whose flights have been cancelled pr rescheduled by 90 minutes or more.
Kaneswaran Avili, Chief Commercial Officer, SpiceJet Ltd. said, "Due to the recent restructuring of our fleet size, customers are experiencing inconvenience, however to make things easier for them we have introduced an innovative self help link where they can manually modify their bookings due to cancellation or rescheduling of flights. Our call centres have been experiencing heavy traffic, hence this is a move to ensure they are not left unattended. We hope this will help our customers to make the bookings according to their choice."
They have described the method to "change your flight" or Apply for a refund" as an easy and convenient process. This is the first time ever an airline has automated disruption management to enable passengers find alternatives, or so their press release claims.
Keeping customers' convenience in mind, the airline has revoked all additional charges on rescheduling- avoiding the long queue/traffic on the call centre lines and can modify their bookings by themselves by following the stated 3 easy steps.
* Step1: Customers with canceled or rescheduled flight by more than 90 minutes will have to click on 'Changes/Refund' button on the home page of the website.
* Step 2: Clicking on changes/refund button will lead customers to the next page where they can look for alternative flights and then modify their bookings by providing the information requested for.
An alert message will appear in case customer enters a PNR that has not been affected more than 90 minutes. To make changes to such bookings, use 'Manage My Bookings' buttonon the web site and existing fare rules shall apply to modifications made.
* Step 3: Customers will then have to select the flight they wish to modify by choosing an alternate flight from the list displayed and press 'Change Flight' button. You can change the time and/or date of the flight that has been cancelled/rescheduled, at no additional cost. But, only the flights affected due to cancellation/rescheduling can be modified.
Customers can then view the revised itinerary and take a printout to show at the Airport counters.
Updated Date: Dec 20, 2014 13:04:06 IST