A consumer dispute resolution commission has ordered SpiceJet to pay a passenger ₹55,000 due to the airline’s inadequate handling of a significant flight delay. The Mumbai Suburban District Consumer Disputes Redressal Commission ruled that providing a burger and fries to passengers waiting for over 14 hours was insufficient. The commission, composed of President Pradeep Kadu and member Gauri M. Kapse, issued the order recently, with details released on Monday.
The commission highlighted that the delay was caused by technical issues and that SpiceJet was still responsible for taking care of the passengers until the flight departed.
The commission criticized SpiceJet’s defense, stating that the airline could not simply dismiss the situation by claiming delays, rescheduling, and cancellations are usual occurrences. The commission asserted that proper arrangements for food, beverages, water, and rest areas are essential during such delays. Furthermore, passengers must be fully informed.
The commission found that SpiceJet’s provision of only a burger and fries during a delay of more than 14 hours was unacceptable. The commission determined that, since SpiceJet failed to provide sufficient evidence regarding service deficiencies, it had reasonable grounds to conclude that the arrangements were inadequate. The passenger had booked a ticket for a SpiceJet flight from Dubai to Mumbai on July 27, 2024, which was significantly delayed.
The complaint stated that SpiceJet did not adequately provide for the passengers during the prolonged delay, offering only a burger and fries. The passenger argued that this violated the guidelines of the Directorate General of Civil Aviation (DGCA), particularly the Civil Aviation Requirements (CAR).
The CAR guidelines mandate that airlines must provide passengers with food and refreshments, depending on the waiting period, and, if necessary, arrange for hotel stays when delays exceed a specific duration.
SpiceJet claimed that the delay occurred because of operational and technical issues. The airline also cited CAR provisions that provide exemptions for airlines under extraordinary circumstances, like technical faults. After considering both sides, the commission said that SpiceJet had to prove that it had taken all the necessary steps.
The commission did not find grounds to award the ₹4,00,000 compensation for the passenger’s distress, stress, inconvenience, and mental and physical fatigue. The passenger also did not provide any details or evidence for the food expenses.
The commission awarded the passenger ₹50,000 as compensation for the expenses and mental suffering. SpiceJet was also ordered to pay ₹5,000 for the lawsuit’s cost.