SPICE INFO
CUSTOMER
COMMITMENT Dear SpiceJet customer, In this column last month I had written that “We believe what fundamentally sets SpiceJet apart from other airlines is our people – the warm, natural, caring, and diverse personalities that come together to make the airline. SpiceJet people are individuals who take their work very seriously, but still have independence of spirit and a sense of humour. Individuals with personalities who are proud to wear their uniform, but are not afraid to let their hair down. That is the spirit of SpiceJet.” Today as I type this, I am seated next to Mr Avinash Bajoria of Jaipur, en-route on SG-607 from Delhi to Kolkata on Christmas Eve. Mr Bajoria (who has kindly allowed me to use his name) is a very frequent flyer, and this is what he had to tell me: “I like SpiceJet because of the friendliness, warmth, and helpfulness of the crew, they try to help you out in whatever manner they can, in-flight and on the ground. I do not get hassled when I fly SpiceJet. And it was nice to see the cabin crew wearing Santa hats on today’s flight – it put me in a good mood on Christmas Eve”. He then further goes on to say “My advice to SpiceJet would be to add business class and make it into a full service airline”. Mr Bajoria, thank you for your kind words. While a business class cabin may or may not be on the cards (we are not saying!), your words about our people - our SpiceJet family – is music to our ears. We are glad
that we are on the right track! We also know sometimes things go wrong, but when they do, we will go out of our way to make it up for you. Though we fly 45,000 passengers on 350 flights each day, we commit that if you have a problem then write in to us at customerfirst@spicejet.com, a member of our management team will get back to you personally, usually within 72 hours, no formal letter responses. This is also why we no longer have on-board suggestion cards, it is much more efficient if you drop us an email, as attested by this email from a customer: “I would like to inform you that I have never seen such a quick response (to a complaint) from any service provider of late. I would really like to thank Mr Pradeep Shah (GM reservations) and Ms Niti (AM reservations) for all their help. God bless them both. People like them makes SpiceJet more trustworthy and customer oriented. It was my pleasure to speak to both of them”.
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Music again to our ears. Happy New Year, and thank you for flying SpiceJet.
Sanjiv Kapoor Chief Operating Officer
This is a monthly column, where the department heads will write about the initiatives taken by them to improve customer commitment.
GROUP