Had a recent experience with SpiceJet that left me genuinely dissatisfied, mainly because of how the situation was handled.
I booked a domestic flight from Mumbai through MakeMyTrip. Original timing was in the evening.
Then it got changed to 2:30 AM. After that, it was changed again to around 7 AM the next morning.
So overall, almost an 18-hour shift from what I originally booked.
Delays and reschedules can happen, that’s understandable. My main issue is something else.
Why was there no proper attempt to inform me?
No call. No proper SMS alert for the actual change.
At the same time, I was receiving SMS messages for things like boarding instructions, what to carry, and even promotional offers like seat upgrades and meals. So clearly, they had no problem reaching me when it came to non-essential communication.
But when it came to the most important update, the actual flight timing change, they relied only on email.
That doesn’t feel right.
A change of this scale directly affects a passenger’s entire plan. The least expected is a direct and clear notification, ideally via SMS or even a call.
Because of this uncertainty, I had to book another flight with Air India at my own cost.
Customer support didn’t really help either. No clear answers, no sense of responsibility.
End of the day, this is what left me dissatisfied with SpiceJet. Not just the delay, but the lack of basic communication.
From a broader perspective, it also makes me wonder:
Should airlines be required to actively notify passengers (call/SMS) for major schedule changes instead of just sending an email?
Curious to hear if others here have faced something similar, and whether this is considered acceptable under current aviation norms in India.