SpiceJet Citizen's Charter

SpiceJet’s aim is to be a safe and reputable scheduled passenger airline focused on maintaining the lowest cost structure and quality passenger services to provide the lowest air fares and high consumer value to the Indian domestic transportation markets.

SpiceJet Citizen's Charter is presented to give information on all policies and procedures affecting our valued customers.

Reservation, Booking and Payment Process

Fares

Cancellations and Changes

Forms Of Payment

There are five ways to pay for your SpiceJet booking :

  • A Non-Refundable convenience fee of 125 (0 incase of internet banking) for all transaction done online and all booking made from Call Center & Airport ticketing counter a convenience charge of Rs.125 will be applicable per passenger per segment effective from 1st Oct’14. For amount in other currencies please refer tohttp://www.spicejet.com/Tnc.aspx Clause [3.1.9].
  • For flights booked through the nationwide Call Center - using your MasterCard/Visa Card/Amex Card.
  • For seats booked at the SpiceJet Airport Sales Center, with cash or using your MasterCard/Visa Card/Amex Card.
  • For seats purchased with one of the Travel agents using cash or your applicable credit/debit cards.
  • Cash payment may be done at any of the City Union Bank Branches for Hold bookings made through Call Center. A non-refundable service fee will be applicable.

Check-in Procedures

Passengers require valid identification (ID) documents to be carried for the contract of carriage to be fulfilled. Passengers not in possession of valid ID cannot be accepted for boarding.

In order to ensure that our simplified booking procedure are not in any way misused and to protect the interest of our valued passengers, we require valid identification documents to be carried by the passengers at the time of entry into the airport. The identification proof should be produced at the time of check-in & must be in possession of the passengers throughout the journey.The following are considered to be valid photo identification documents for domestic travel:

  • Valid Passport
  • Valid Driving License
  • Election Photo Identification Card
  • PAN card issued by the Income Tax department
  • Photo identity card issued by the employer, being government and reputed private sector organizations

In case the passengers do not posses any of the above documents, they should carry any other relevant attested document that contains a recent photograph of the traveling passengers.

Passengers booking through travel agents and who do not possess any of the valid photo ID documents indicated above should affix a recent passport size photo on the itinerary and have the seal of the travel agent stamped on the photograph.

All Foreign Nationals/Non-Indian Nationals/NRI need to carry their Passport with valid documents for their travel to Port Blair(Andaman and Nicobar Island).All NRI must have PIO(person of Indian origin) or Passport with valid documents.

For all international flights, the only acceptable proof of identification would be a valid passport. However, for travel to and from Nepal the following proofs of identification would be accepted:

  • Only valid passport and voter's ID card would be accepted for adults. Driver's license and PAN card would not be accepted.
  • Birth Certificate/School ID for Children
  • Birth Certificate for Infants (children below 2 years/24 months as on the date of travel)

The above is applicable only for Indian citizens traveling to and from Nepal. Please ensure that you check the passport/visa requirements and restrictions applicable for citizens belonging to countries other than India.

Itinerary Printouts with the name of the Passenger will be checked at the time of entering the terminal.Passengers who do not have the same are requested to collect the printouts from the SpiceJet office located outside the departure terminal.This can be done on production of the booking reference number. A charge of INR 100/- will be levied for each print of an Itinerary / Ticket from any of the SpiceJet Ticketing Counters / Offices across India (charges not applicable for fresh bookings). This fee is applicable only on requests for a print of an existing itinerary / ticket, already paid for.Please note the Itinerary Printout Fee towards re-printing of each Itinerary Ticket is reflected under the "Itinerary Printout Fee - INR 100" column on the printout. Please note that SpiceJet does not have ticketing counters at Jammu and Srinagar airport.

Check-in Time – Passengers are required to report for check-in at the Airport at least 2-hours prior to departure time for domestic flights and 03 hours prior to departure time for international flights, Check-in counters for all our domestic flights close 45 minutes prior to the scheduled departure time and for international flights 75 minutes prior to the scheduled departure time. SpiceJet will not be able to accept any Passenger reporting after the counters are closed. Any Passenger reporting after the stipulated counter closing time will be treated as a "no-show" and will not be entitled for any refund and their fare paid forfeited.

Passenger Services

All airports are manned by SpiceJet commercial staff to handle Passenger queries, provide special assistance and sort out any problem faced by Passengers related to their travel with SpiceJet.

Baggage Allowance

Checked Baggage – The free checked baggage allowance and excess baggage charges on SpiceJet flights are as follows.

Sector Free Bag Allowance Excess Baggage Per KG
Ex India to Kathmandu 20 Kgs INR 250
Ex India to Male 20 Kgs INR 500
Ex India to Muscat 30 Kgs INR 525
Ex India to Sharjah 30 Kgs INR 525
Ex India to Bangkok 20 Kgs INR 525
Ex India to Colombo 30 Kgs INR 200
Ex India to Dubai 30 Kgs INR 525
Ex India to Kabul 30 Kgs INR 500
Ex Male 20 Kgs USD 9
Ex Kathmandu 20 Kgs NPR 320
Ex Colombo 30 Kgs LKR 480
Ex Dubai 30 Kgs AED 40
Ex Kabul 30 Kgs USD 9
Ex Sharjah 30 Kgs AED 40
Ex Muscat 30 Kgs OMR 4
Ex Bangkok 20 Kgs THB 275

The dimensions of the checked baggage should not exceed 158 cm (62 inches) in overall dimensions (L+W+H). SpiceJet does not have a limit on the number of bags; however each bag must not exceed 32 kgs as per airport baggage restriction.

SpiceJet does not accept responsibility for unsuitably packed, perishable, damaged or fragile baggage or for minor damage to the exterior of baggage (e.g. scratches, stains, soling, dents) resulting from normal wear and tear or for water damage to non-waterproof baggage

Excess Baggage- Passenger carrying baggage weight more than the free baggage allowance shall be charged an excess baggage fee per kg as per the above table.

Excess baggage can be purchased online, airports and Call Center atleast 12 hours prior from the flight departure as per pre-paid excess baggage slabs. For domestic Pre-paid excess baggage slabs and pricing are : 5kg: Rs.750; 10 kg: Rs.1500; 15 kg: Rs.2000; 20 kg: Rs.2500; 30 kg: Rs.3000 .

For International Pre-paid excess baggage slabs and pricing are given below :

INTERNATIONAL: EXCESS BAGGAGE PRE-PURCHASE
MARKET ( From-To) 5 Kg 10 Kg
Ex-India 1800 INR 3000 INR
Ex-BKK 600 THB 1000 THB
Ex-CAN 200 CNY 335 CNY
Ex-CMB 2160 LKR 3600 LKR
Ex-DXB 90 AED 160 AED
Ex-KBL 33 USD 55 USD
Ex-KTM 1530 NPR 2550 NPR
Ex-MCT 12 OMR 20 OMR
Ex-MLE 33 USD 55 USD
Ex-SHJ 90 AED 160 AED

Pre Purchase Baggage once purchased cannot be cancelled in stand alone or used partially. (For e.g if the passenger purchased 5 kgs and does not want to carry any excess baggage then same is non cancellable OR passenger purchased 5 kgs and excess baggage is 4 kg then remaining 1 kg is non-transferable/non-refundable/ non-reusable.

Hand Baggage One piece of cabin baggage of maximum 7 Kg for domestic travel (maximum 115 cm (L+W+H) in overall dimensions on Boeing flights and 50cm+35cm+23cm (Total 108cm) on Bombardier flights) and 7 Kg for international travel is allowed per passenger in addition to 1 ladies handbag/standard sized laptop bag. In addition, on Boeing flights upto 3 Kg of Duty Free purchases allowed for international departing passenger provided the items are purchased in the Duty Free shops of the departing airport. Passengers with infants are allowed an additional piece of hand baggage of maximum 7 Kg not exceeding the size dimensions. Due to airport security regulations, no cabin baggage is allowed on flights originating from Jammu or Srinagar airports.

Less than stipulated weight of check-in baggage does not qualify for the difference of weight in hand baggage and vice versa.

Hand baggage is accepted in the cabin subject to availability of space in the overhead bin. Restricted stowage space is also under the front seat. In the event of no space being available in the aircraft to stow hand baggage in the overhead bins or under the front seat, it will be necessary to remove and load the same in the baggage hold as per Government Safety Regulations.

In addition to the normal cabin baggage allowance, the following items are provided free of charge:

  1. A ladies purse/hand bag
  2. An overcoat wrap or blanket
  3. An umbrella or a walking stick
  4. A reasonable amount of reading material
  5. A small camera or binoculars
  6. Infant's food for Passengers traveling with Infant on lap
  7. A laptop computer

Oversized or overweight hand baggage (exceeding 7 Kg) is not permitted in the cabin for safety & security reason. Such baggage is required to be checked in and loaded in the baggage compartment of the aircraft.

Due to airport security regulations, no cabin baggage is allowed on any flights originating from Jammu and Srinagar airports.

Connecting Flight Baggage Policy

  1. Passenger travelling on SpiceJet domestic sector to SpiceJet international sector or vice versa the Free Baggage Allowance of International sector will be applicable.
  2. Passenger travelling on SpiceJet domestic Sector and having connection on another airline to/from an international destination, are allowed Free Baggage Allowance of 15 Kgs per passenger per flight. (W.e.f 4th Nov,2014)
Assigned Seating

SpiceJet allows pre-selection of preferential seats by paying an additional fee at the time of booking or after booking on www.spicejet.com, through the call center and airport ticketing counters. In addition, passenger can also select their preferred seats at the time of web check-in. If no seats are pre-purchased, passenger will be assigned a seat at the time of check-in at the airport. In case of exigencies SpiceJet reserves the right to change an assigned seat without any prior notice. In such a case, the seat fee will be refunded.

Boarding

Boarding gate closes 20 minutes prior to departure for domestic flights and 25 minutes prior to departure for international flights. However, from Kabul the boarding gate closes 45 minutes prior to flight departure. SpiceJet reserves the right to deny boarding and cancel your reservation without refund or compensation, if you do not meet the boarding deadlines.

Special Assistance

SpiceJet carries wheelchair passengers without any charges. Since per flight wheelchair inventory is limited passengers are requested to request for the same atleast 24 hours prior to Scheduled Departure Time of flight. Passengers may however be levied wheel chair handling charges by the concerned airport operator/ handling agency at the departing airport of foreign country and you are requested to check the same from concerned airport of embarkation before your travel plans.

Carriage of Unaccompanied (UNMR)

  1. SpiceJet will accept children aged between 5-12 years traveling alone as unaccompanied children.
  2. SpiceJet will charge a fee of 1500 INR for Domestic sectors for unaccompanied minors.
  3. It is mandatory to produce photo identification at the airport for all unaccompanied minors.
  4. Passengers should complete and sign an Unaccompanied Minor Form at the departing airports, we will take charge of their custody and on arrival we require the designated recipient to show identification and sign for the UNM's custody.
  5. During the trip the children will be escorted by the airlines staff throughout the airport processes and seated in the aircraft where our In-flight personnel will keep a watchful eye on them.
  6. The UNMR will be handed over at the destination only to the authorized individual specified in the UNM form. Photo ID of personnel authorized to take handover of UNMR will be checked.
  7. For International sector below Fee based on departure station per Sector would be charged towards Unaccompanied Minors.
  8. For International sectors below Fee based on departure station per Sector would be charged towards Unaccompanied Minors.
Departure Fees
Ex India INR 2000 (Except INR 3000 for Dubai, Muscat and Bangkok)
Ex Dubai AED 200
Ex Sharjah AED 150
Ex Kathmandu NPR 4800
Ex Male USD 38
Ex Colombo LKR 4600
Ex Muscat OMR 25
Ex Bangkok THB 1575

Passengers aged between 12-16 is a Young Passenger and will be expected to travel alone. If the parents/guardians wish their child to be treated as an unaccompanied minor, this can be done. In this case the UNMR procedure will apply. The young passenger is treated with the same care as Unaccompanied Minors. However, a Young Passenger cannot be held responsible for 5-12 years old child, who will be treated as UNMR. Unaccompanied Minor is not accepted for Kabul .

Carriage of Expectant Mothers:

  1. Expectant mothers may travel up to and including 36 weeks of their pregnancy, and will be accepted between the 28 to 36 weeks only if they are in possession of a doctor's certificate confirming the stage of their pregnancy and stating that they are fit to fly.
  2. The certificate validity is for 2 weeks. This will have to be presented at check-in when requested. However in case of any associated complications (multiple pregnancy, complicated single pregnancy), a more recent certificate (within 48 hours) has to be produced.
  3. Expectant mothers 37 weeks and above are not allowed to fly.

Carriage of Infant Passengers:

  1. SpiceJet carries infants accompanied by adult passengers subject to availability of inventory. "Infants" are classified as children between 7 days to 2 years of age on the date of travel. Proof of age is required, so please carry the Infant's Passport/valid ID (birth certificate) for inspection at the airport on the date of travel. Infants under seven (7) days will only be accepted upon medical authorization from a physician.
  2. Passengers traveling with an infant need to book the infant inventory by paying the requisite fee when booking a ticket. If the passenger has forgotten to book the infant they may call the SpiceJet Call Center with the reservation number and the staff shall assist the passenger with the request.
  3. Each infant must be accompanied by one adult passenger. Each adult may carry only single infant due to safety norms of the airline.
  4. Infants will not be charged any basic fare.
  5. Infants will not be allotted/occupy a seat and are not entitled to a separate baggage allowance.

Carriage of animals

SpiceJet permits the carriage of live animals on its flights but booked through cargo services .Please refer to the full terms and conditions associated with the carriage of live animals on SpiceJet. Guide dogs for blind Customers are exempt from this rule, but any Customer traveling with a guide dog should make his/her reservation via the SpiceJet Call Centre and provide us notice that a guide dog will be traveling. Please note that guide dogs for the blind may not occupy any seat. The Customer is required to bring a moisture absorbent mat, and to place it under the guide dog. Further, the guide dog should be properly trained, restrained and muzzled.

Sports Equipment

Sports/Skiing equipment, Golf bags, Large Musical instruments, Bicycle, Surf Boards, LCD and LED TVs of size more than 39 inches and other such large and/or out of gauge items will be termed as Special Baggage. Special baggage when registered as Checked Baggage will be subject to a handling fee as detailed in the below grid:

Domestic (Within India) INR 1000
International (Ex-India) INR 2000
Ex-Dubai AED 130 {+ DNATA Service Charge (AED 40)}
Ex-Kathmandu NPR 3200
Ex-Colombo LKR 5000
Ex-Kabul USD 40
Ex-Male USD 40
Ex-Muscat OMR 14
Ex-Sharjah AED 130 (+ SAS Service Charge AED 30 )
Ex-Bangkok THB 1055

Policy

  1. For any baggage weights exceeding the applicable free checked baggage allowance, the normal excess baggage charges will be charged in addition to the handling fee as detailed in the above grid. Carriage of all Special Baggage’s shall also be governed by applicable terms and conditions contained in SpiceJet Conditions of Carriage with regard to carriage of fragile items, etc.
  2. Passenger travelling on SpiceJet from a Foreign country to an Indian city and travelling onwards by SpiceJet to a domestic sector booked under the same PNR will not be charged any additional excess baggage or handling charges for any Special Baggage at the transit station.
  3. Connecting passengers under same PNR from a foreign Origin country to another foreign country destination via India on SpiceJet will not be charged any additional excess baggage or handling charges for any above mentioned articles at the transit station.
  4. LED/LCD TVs for size 39 inches and below would be treated as normal Check In baggage.
  5. Maximum two (02) LCD / LED TVs can be carried by one passenger as checked in baggage. (Both the LCD/LED TVs to be charged)
  6. Maximum size of LED / LCD TV that shall be accepted for carriage is 55 inches.

Carriage of Weapons / Ammunition in Checked Baggage by Passengers

SpiceJet will charge a fee of INR 5000/- per fire arm, air gun and /or ammunition (up to 50 rounds) per passenger for additional services provided during handling and carriage of fire arm, air gun or ammunition in their checked in baggage.

  1. Firearms and ammunition carried by bonafide customers, including sportspersons are allowed as checked baggage ONLY on SpiceJet, according to acceptance procedures. Each passenger is allowed to carry one licensed fire arm (revolver/pistol/rifle) and not more than 50 live cartridges or as mentioned in his/her license whichever is less.
    - Indian citizens should have an arms license valid in the sector of travel.
    - For foreign nationals, DGCA permission is required to carry the arms and ammunition for the sector of travel.
  2. Firearms must be unloaded and separated from the ammunition. Ammunition must be securely packed in fibre (such as cardboard), wood or metal boxes or other packaging specially designed to carry small amounts of ammunition.
  3. Passengers will be required to make a written declaration at the time of check-in or Checked Baggage Screening (whichever process is earlier), giving details of the weapon and license or permit and also present the weapon and ammunition for examination by SpiceJet Security staff. For sportspersons carrying additional arms and ammunition with DGCA permission, the following documents will also be produced at the time of declaring the weapon to the security staff :-
    1. Identification document for the sportsman. Evidence of identity can be established by a photo identity card issued by a government agency or the sponsoring club.
    2. Valid license/authorisation of fire arms and ammunition.
    3. Bonafide for carriage of arms and ammunition on the basis of a written document issued by the President or Secretary of the sports club sponsoring him/her for the shooting event.

Following Personnel are exempted and will not be charged subject to fulfillment of the following conditions:

  1. Serving personnel from Defense forces, Para military forces and Police if travelling on duty and carrying an official movement order issued by their concerned department authorizing the carriage of weapon and / or ammunition for official purpose.
  2. Sportsman traveling either domestic or International for a competition or representing the country, will be exempted from paying the charge levied for firearms, air gun and/or ammunition provided they fulfill the following conditions :
    1. Identification document for the sportsman. Evidence of identity can be established by a photo identity card issued by a government agency or the sponsoring club.
    2. Valid license/authorization of fire arms and ammunition.
    3. Bonafide for carriage of arms and ammunition on the basis of a written document issued by the President or Secretary of the sports club sponsoring him/her for the shooting event.

Carriage of Liquor:

Maximum of 5 liters with alcohol percentage between 24% and 70% in total is permitted in retail packaging as checked-in baggage. Consumption of Alcohol carried on board is not permitted on the aircraft. (Due to security restriction carriage of alcohol as hand baggage in Domestic flight is prohibited). A passenger may carry Alcohol if purchased from Duty Free shops if travelling on International flights. Same should be accompanied with the bill.

Security Regulations

As per security regulations, Passengers are advised:

  • Not to accept packets or parcels from someone you do not know.
  • Not to leave baggage unobserved at any time, especially within airport area. Unattended baggage may be removed by Airport Security Staff as object of suspicion.
  • To declare before baggage screening / check-in if you are carrying any arms or explosive substance. Concealment is an offence under Aircraft Act and Rules.
  • To carry only one piece of hand baggage.
  • To carry battery cells or dry cells in registered baggage and not in the hand baggage or in any electrical/electronic items. If not carried in registered baggage, such articles are liable to be removed and the airline would not be in a position to hand-over the same at the destination.

Keeping safety of Passengers & equipment in mind, the following Security process has to be followed:

  • Printed travel itineraries will be checked at the time of entering the terminal building. Check-in baggage would be screened through an X-ray machine before check-in. Random physical checks are also carried out for checked baggage in addition to X-ray screening.
  • As per Government of India security regulations, Passengers will be required to undergo personal frisking & their hand baggage x-rayed before entering the pre-boarding sterile area.
  • Checked baggage reconciliation is carried out through an internal matching system. Wherever it is not possible to have the baggage reconciliation, the physical identification of the check-in baggage by the Passengers will be carried out. Unidentified baggage will not be loaded into the aircraft.
  • A secondary security check may also be carried out near the step ladder/boarding gate before embarkation as stipulated by BCAS (Bureau of Civil Aviation Security).

Dangerous Articles in Baggage

For safety reasons dangerous articles, such as those listed below, must not be carried in the Passenger's baggage:

  • Compressed gasses: deeply refrigerated, flammable non-flammable and poisonous such as butane oxygen, liquid nitrogen, aqualung cylinders and compressed gas cylinders.
  • Corrosives such as acids, alkalis, mercury and wet cell batteries and apparatus containing mercury.
  • Explosives, munitions, fireworks and flares, ammunition including blank cartridges handguns, fire works, and pistol caps.
  • Flammable liquids and solids such as: lighter refills, lighter fuel, matches, paints, thinners, fire-lighters, lighters that need inverting before ignition, matches (these may be carried on the person), radio active material, briefcases and attaché case with installed alarm devices, and oxidizing materials such as bleaching powder and peroxides.
  • Poisons and infectious substances such as insecticides, weed-killers and live virus materials. Other dangerous articles such as magnetized materials, offensive or irritating materials.
  • Carriage of dry cell batteries, knives, scissors, sharp instruments, tools, firearms, ammunitions, and toy replicas are prohibited in the Passenger cabin.

In-flight Services

As per Government of India regulations and for the comfort of our Passengers, smoking is not permitted on any SpiceJet flights. Consumption of alcohol is prohibited on all SpiceJet domestic flights.

SpiceJet sells hot meals/snacks/refreshments and beverages on selected flights subject to availability.Alcoholic beverages are available for sale onboard only on international flights

Tariffs

SpiceJet reserves the right to deny any unsuitable passenger whether from improper attire, cleanliness, intoxication or medical concern.

Except in the case of its act(s) or omissions done with intent to cause damage or recklessly and with knowledge that damage would probably result, SpiceJet shall not be liable for errors or omissions in timetables or other published schedules, or for representations made by employees, agents or representatives of SpiceJet as to the dates or time of departure or arrival or as to the operation of any flight.

Promo Code

Promo Codes are specific codes given out to our Passengers to obtain a discount as and when certain promotional activities are carried out by SpiceJet. When a promotion occurs on SpiceJet, these Promo Codes are given out to our Passengers and/or Travel Partners through E-Mail or SMS, which may be used on the website to avail discounts on the basic fare.

Conditions :

  • Every Promo Code is active for only a certain period of time.
  • Some Promo Codes may be restricted to only Travel Partners/ Specific Travel Partners or may be given out to all our Passengers.
  • Certain low fares may be excluded from these Promo Code promotions.
  • Discount may be a fixed or a percentage value and the amount of discount may vary with every promotional activity.
  • Discount may or may not print on the Itinerary subject to the specific conditions of the promotional activity.
  • During the promotional activity, Promo Codes can be used for any number of PNRs/Passengers.

Usage :

During the booking process, on the payment page, you would be given an option of entering the Promo Code. On entering this Promo Code and clicking Continue, the effective discount will be applied and reduced from the basic fare. Now, you can make the balance payment as per the payment options available on the site.